Refund & Return Policy

1. Return Eligibility

You may return items within 14 days of delivery provided the following conditions are met:

• The product remains entirely unopened with the seal intact.
• The product is in its original condition.
• You have the order confirmation or receipt from Tail of Palu.

Note: For safety reasons, we cannot accept returns on opened pet food, treats, or supplements unless they are defective.

2. Non-Returnable Items

• Items marked as final sale.
• Products that have been opened or used.
• Items damaged due to improper care.

3. How to Return

1. Contact our support team at admin@tailofpalullc.com or utilize our Live Support portal.
2. Provide your order ID, the item in question, and a brief reason for the return.
3. Our team will respond within 24 hours with return instructions and an RMA.

Important: Items returned without prior authorization will not be refunded.

4. Refunds

Upon receipt and inspection of the returned item:

• Refunds are processed to the original payment method within 5–7 business days.
• Original shipping fees are non-refundable, unless the item is defective or we made an error.
• You are responsible for return shipping costs, unless we issue a prepaid label for a defective item.

5. Exchanges

If you received the wrong size or item, contact us within 7 days of delivery. We will arrange an exchange at no extra shipping cost when the mistake was ours. For customer-initiated exchanges (e.g., different size), you may return the original item per Section 3 and place a new order.

6. Order Cancellations

Orders can be canceled before they ship. Email admin@tailofpalullc.com with your order number. Once an order has shipped, it must follow the return process above.

7. Damaged or Defective Items

If an item arrives damaged or defective, notify our support team within 7 days of delivery. We will send a replacement following photo verification of the issue.

8. Contact Support