Refund policy

Last updated: October 8, 2026

At TailToys, we want every toy to earn a happy tail wag. If something isn't right, we'll work with you to fix it. This policy explains how our 30-Day Satisfaction Guarantee works.

Our 30-Day Satisfaction Guarantee

If you're not happy with your order, contact us within 30 days of the delivery date and we'll make it right with a replacement or a refund, as described below.

To start a request, email us at alexjoseph.int@gmail.com with:

Your order number (for example, #1001)
The item(s) your request is about
A short description of the issue
Photos, if the item arrived damaged, defective, or incorrect

We aim to reply within 1–2 business days.

Have an account with us? You can also request a return from your account. Just sign in, choose the order and item, and tell us what's wrong. We'll review it and reply with next steps.

How returns work at TailToys

Our products ship directly to you from our fulfillment partners, many of which are located outside the United States. Because of this:

Please contact us before sending anything back. We don't have a local returns warehouse, so packages sent back without contacting us first may be lost or refused, and we may not be able to process a refund for them.
For most lower-cost items, we won't ask you to ship the item back. Shipping an inexpensive toy back across the world often costs more than the toy itself, so in most cases we'll resolve your request based on your description and photos.
If a return is required, we'll tell you up front, send you the return address and instructions, and explain who pays for return shipping (see below) before you send anything.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or isn't what you ordered:

Email us within 30 days of delivery with your order number and clear photos of the item (and the packaging, if possible).
Once we've reviewed your photos, we'll send you a free replacement or issue a full refund for the affected item(s), including any shipping you paid for them, whichever you prefer (replacements depend on availability).
You won't need to ship the item back unless we specifically ask you to. If we do ask, we'll cover the return shipping cost.

Changed your mind, or your dog just isn't a fan

Every pup has their own taste. If you'd like a refund for an item that isn't damaged or defective, contact us within 30 days of delivery and let us know.

In most cases, we'll refund the item price without asking you to return it.
If we do need the item back, we'll let you know before you ship it. For change-of-mind returns, return shipping costs are your responsibility.
Original shipping charges are not refundable for change-of-mind requests.

Normal wear and tear

Dog toys are made to be played with, and every dog plays differently. Normal wear from chewing or play over time is not considered a defect. If a toy comes apart much sooner than you'd reasonably expect, let us know within 30 days of delivery (with photos) and we'll review it with you. For your dog's safety, please remove any toy that is damaged or breaking apart.

Order cancellations

Need to cancel? Email us as soon as possible. If your order hasn't been sent to our fulfillment partner yet, we'll cancel it and issue a full refund. Once an order has been processed or shipped, we can't cancel it, but you're still covered by this policy after it arrives.

Lost or late packages

If your order hasn't arrived, please see our Shipping Policy for how we handle late and lost packages.

How refunds are issued

Approved refunds are issued to your original payment method.
We process approved refunds within 2–5 business days of approval.
Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
If you haven't received an approved refund after that time, check with your bank first, then contact us at crimsonknight088@gmail.com.