Refund policy
Last updated: September 1, 2026
At Happy Tails, we want you and your pet to be happy with your purchase. If something isn't right, we're here to help.
15-Day Return Policy
We accept eligible return requests made within 15 days after your order has been delivered.
To be eligible for a return, your item must be in substantially the same condition in which you received it: unused, unworn, unwashed, and with its original tags, accessories, components, and packaging, where applicable. You will also need your order number or other proof of purchase.
To request a return, contact us at wagging.tail.ht@gmail.com before sending your item back. Please include your order number, the item you would like to return, and the reason for your return.
If your return is accepted, we will provide instructions on how and where to send your package.
Do not send your return to the address shown on the original package or shipping label unless we specifically instruct you to do so. The appropriate return destination may vary depending on the product and fulfillment location.
Items returned without first requesting and receiving return authorization may not be accepted.
Return Shipping
For eligible returns due to a change of mind, preference, sizing, ordering the wrong item, or another reason not caused by a defective, damaged, or incorrect product, the customer is responsible for arranging and paying for return shipping.
Original shipping charges, if any, are generally non-refundable unless otherwise required by applicable law or the return results from an error for which Happy Tails is responsible.
We strongly recommend using a trackable shipping service and retaining your shipping receipt and tracking information until your return has been completed.
Happy Tails cannot guarantee receipt of customer-arranged return shipments and is not responsible for return packages lost or damaged in transit, except where otherwise required by applicable law.
We do not charge a restocking fee.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged or defective, or if you receive the wrong item, contact us as soon as reasonably possible at wagging.tail.ht@gmail.com so we can evaluate the issue and make it right.
Please provide:
- Your order number;
- A description of the issue; and
- Clear photographs or video of the item, packaging, shipping label, and issue when reasonably necessary to evaluate your claim.
Please keep the affected item and its original packaging while your claim is being reviewed unless we instruct you otherwise.
If we determine that an item is damaged, defective, or incorrect, we will provide an appropriate resolution. Depending on the circumstances, this may include a replacement, refund, or other remedy available under applicable law.
Do not return a damaged, defective, or incorrect item at your own expense unless we specifically instruct you to do so.
Order Cancellations
Eligible orders may be canceled within 15 minutes after the order is placed, provided the order has not already entered processing or fulfillment.
Because orders may begin processing quickly, we cannot guarantee that a cancellation request made after this period can be completed.
If your order can no longer be canceled, you may request an eligible return after receiving it in accordance with this policy.
This cancellation provision does not limit any rights you may have under applicable law, including rights relating to orders that cannot be shipped within a represented timeframe.
Exceptions and Non-Returnable Items
Certain products may not be eligible for return for health, hygiene, safety, customization, or other legitimate reasons.
Non-returnable items may include:
- Personalized or custom-made products;
- Gift cards;
- Items clearly identified as Final Sale before purchase;
- Used, worn, washed, damaged, or materially altered products;
- Products missing essential components, accessories, or packaging;
- Certain hygiene-sensitive pet products after they have been opened or used; and
- Other products that cannot legally or safely be resold.
An item being non-returnable for change-of-mind purposes does not eliminate any rights or remedies you may have if the item is defective, damaged, incorrect, or otherwise covered by applicable law.
If you have questions about whether a particular product is eligible for return, please contact us at wagging.tail.ht@gmail.com before purchasing or returning the product.
Sale Items
Unless an item is clearly marked Final Sale before purchase, purchasing an item at a discounted or promotional price does not, by itself, make the item ineligible for return.
Items specifically identified as Final Sale are generally not eligible for voluntary returns, except where otherwise required by applicable law or where the item arrives defective, damaged, or incorrect.
Exchanges
We do not currently process direct exchanges.
The fastest way to receive a different product, size, color, or variation is to request a return for your eligible item and, once appropriate, place a separate order for the desired item.
Refunds
Once we receive and inspect an authorized return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow up to 10 business days after approval for us to process the refund.
Your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account after it has been issued.
Unless otherwise required by applicable law, refunds for voluntary returns generally do not include original shipping charges or customer-paid return shipping costs.
If more than 15 business days have passed since we notified you that your refund was approved and you have not received it, please contact us at wagging.tail.ht@gmail.com.
Shipping Delays and Unavailable Items
Shipping and delivery estimates are provided based on the information reasonably available to us at the time of your order. Actual delivery may be affected by carrier delays, weather, holidays, address issues, or other circumstances.
If we determine that we cannot ship your order within the timeframe originally represented, we will handle the delay in accordance with applicable U.S. law. Where required, this may include notifying you of the delay, providing a revised shipping estimate, and giving you an opportunity to cancel the affected order for a refund.
If an item becomes unavailable and we are unable to fulfill your order, we may cancel the affected item or order and issue the applicable refund to your original payment method.
Lost or Missing Packages
If your package has not arrived within the expected delivery period, please contact us at wagging.tail.ht@gmail.com.
We may ask you to verify your shipping address, review the available tracking information, check with household members, neighbors, or building staff, or cooperate with a carrier investigation before we determine the appropriate resolution.
If a shipment is confirmed lost, we will provide an appropriate resolution based on the circumstances and applicable law, which may include a replacement or refund.
If tracking indicates that a package was delivered but you cannot locate it, please contact us promptly so we can review the shipment with you.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing complete and accurate shipping information at checkout.
If you notice an error in your shipping information after placing an order, contact us immediately at wagging.tail.ht@gmail.com.
We will make reasonable efforts to assist you, but we cannot guarantee that an address can be changed once an order has entered processing or fulfillment.
To the extent permitted by applicable law, additional shipping costs or other reasonable costs resulting from an incorrect or incomplete address provided by the customer may be the customer's responsibility.
Return Abuse and Fraud
To the extent permitted by applicable law, Happy Tails reserves the right to deny returns or refunds involving suspected fraud, return abuse, materially false claims, products different from those originally purchased, or other misuse of this policy.
We may request reasonable information or evidence necessary to verify an order, return, delivery issue, or refund claim.
This provision does not limit any consumer rights that cannot legally be waived.
U.S. Consumer Rights
This Return & Refund Policy applies to orders shipped within the United States.
Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies that cannot be excluded, restricted, or waived under applicable federal or state consumer protection laws.
Where applicable law provides greater or additional consumer rights, those rights will apply.
Contact Us
For questions regarding returns, refunds, cancellations, damaged items, or your order, please contact:
Happy Tails
Online business operated from Mexico City, Mexico
Email: wagging.tail.ht@gmail.com
Please contact us and receive return authorization before sending any product back.