Refund & Returns Policy

Thank you for shopping at Tail Station. We want you and your pets to be happy with every purchase. If something isn’t right, we’re here to help.

You can request a return within 14 days of receiving your order.
Items must be unused, in the same condition that you received them, and preferably in the original packaging.
You’ll need the receipt or proof of purchase (order confirmation email is sufficient).

For hygiene and safety reasons, the following items cannot be returned:

Opened or used pet food, treats, and supplements.
Used beds, blankets, grooming tools, litter trays, or other items that have been used by a pet.
Gift cards and downloadable digital products.
Any item marked “final sale” or “non-returnable” at checkout.

If you are unsure whether your item is eligible, please contact us before sending anything back.

If your item arrives damaged or faulty, please contact us within 7 days of delivery.

Email us with your order number, a description of the issue, and clear photos of the product and packaging.
We will review your claim and, if approved, offer a replacement, store credit, or a refund to your original payment method.

To start a return, please contact us at support@tailstation.com with:

We will reply with instructions, including the return address and any shipping label details.

We offer free return shipping on all eligible returns within our stated return window.
Once your return is approved, we will provide a prepaid return shipping label and instructions by email.
Please securely package your item using the original packaging where possible and drop it off with the specified courier.
We recommend retaining your postage receipt or tracking number until your refund or exchange has been fully processed.

Once we receive and inspect your return, we will notify you that it has been received and whether your refund is approved.

Approved refunds will be processed to your original payment method.
Refund timing depends on your bank or card issuer, but typically appears within 5–10 business days after processing (adjust if your payment provider differs).
Original shipping costs (if any) are normally non-refundable unless your item was faulty or we made an error with your order.

We only replace items if they are defective, damaged, or if you need a different size/variant and the product is still in stock.

If you’d like an exchange, please contact us first so we can confirm availability and guide you through the process.
In some cases, we may ask you to return the original item and place a new order.

If you haven’t received a refund after we have confirmed it was processed:

First, check your bank account or card statement again.
Then contact your bank or card provider, as there is often a processing delay.
If you’ve done this and still have not received your refund, please contact us at support@tailstation.com