Refund policy

Returns:

• You have 30 days from the date of delivery to return eligible items for a refund, exchange, or store credit. Please read below for specific conditions and exclusions based on product categories.

• Apparel

  • Made-to-Order Policy: All apparel is made to order, and as such, it is final sale for refund purposes.
  • Store Credit and Exchanges Only: Apparel can only be returned for store credit or exchanged for an item of equal or lesser value.
  • Condition: To qualify, items must be in their original condition, unused, and with all tags attached.

• Processing Time Store credit will be issued within 5-7 days after we receive and inspect the returned apparel.

• Perishable Goods and Personal Care Items
  • Eligible for return only if unused, in the same condition as received, and in original packaging.
  • Exclusions:Opened or used perishable goods (e.g., treats) and personal care items (e.g., grooming products) are not eligible for return.

• General Return Conditions 
  • All other eligible items may be returned for a full refund or exchange within 30 days, provided they are unused and in original packaging.
    •  Sale items are final sales and not eligible for refunds.

Return Process:

• Request a Return: Email us at support@ecotailpets.com with your order number and reason for the return.
• Receive Return Authorization: We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
• Ship Your Item: Package the item securely and include the RMA number inside the package. Ship the item back to us using a trackable shipping method.
• Inspection and Refund: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5-7 business days to your original method of payment.

Refunds:

• If your return is approved, we will initiate a refund to your original method of payment.
• Please allow 5-7 business days for the refund to appear on your statement.
• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Exchanges:

• If you need to exchange an item for a different size, color, or product, please email us at support@ecotailpets.com to request an exchange.
• Once your exchange request is approved, follow the same process as a return to send back the original item. We will ship the new item to you at no additional cost once we receive the original item

Damaged or Defective Items:

• If you receive a damaged or defective item, please contact us immediately at support@ecotailpets.com with your order number and photos of the damaged or defective item.
• We will arrange for a replacement or refund as quickly as possible.

Non-Returnable Items:

• Gift cards
• Apparel
• Perishable goods (e.g., treats)
• Personal care items (e.g., grooming products)
• Sale items

Contact Information:

• For any questions regarding returns or refunds, please contact our customer service team at support@ecotailpets.com or +1-404-594-3316. We’re available Monday to Friday, 9 AM to 5 PM EST

Thank you for shopping with EcoTail Pets. We appreciate your business and are committed to ensuring you and your pets have a positive experience with our products and services