Refund policy

Returns/ Exchange Eligibility

Returns & Exchange Policy

We are committed to providing our customers with the best possible shopping experience. Below are the details regarding the eligibility for returns and exchanges:

Eligibility for Exchange:

The following situations qualify for an exchange:

  1. Wrong Order – If the incorrect product was shipped.
  2. Expired Product – If the product is past its expiry date.
  3. Damaged Product – If the product is received in damaged condition.

Non-Eligible Products for Return or Exchange:

The following products are not eligible for returns or exchanges, unless they are received in a damaged or faulty condition or have expired.

  1. Edible and perishable items (e.g., food, treats, supplements)
  2. Toys
  3. Personalized products
  4. Cat litter, trays, and accessories
  5. Scratchers
  6. Grooming products
  7. Sale items

Returns (If Applicable):

If you believe your product is eligible for return, please review the following guidelines:

  1. Return Request: Please submit your return request within 48 hours of receiving your order.
  2. Refund Eligibility: Only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.
  3. Product Condition: To be eligible for a return, the product must be unused, in original condition, and in the original packaging. The product must also be accompanied by the receipt or proof of purchase.
  4. Unboxing Video: Kindly provide an unboxing video along with your return request. Please include your Order ID and product details in your email to Support@goofytails.com to help us better understand the situation.
  5. Return Process: Once your return request is approved, we will initiate a reverse pickup within 3-5 working days.
  6. Inspection and Refund: Upon receiving and inspecting the returned product, we will notify you via email regarding the approval or rejection of your refund.
  7. Refund Processing: If your return is approved, the refund will be processed, and the amount will be credited to your original payment method within 3-5 working days after the pickup is completed.

Order Cancellations:

If you wish to cancel an order, please note the following:

  1. Cancellations are accepted within 24 hours of placing the order.
  2. If the order has not been processed or approved by us, we will cancel the order and issue a full refund within 3-5 working days.
  3. Orders that have already been processed cannot be canceled.

For any issues or inquiries regarding returns, exchanges, or cancellations, don't hesitate to contact us at Support@goofytails.com.