Returns and Refunds
"If your pet doesn't love it, we'll send it to a rescue dog who will — and replace yours free."
This is The Founding Pet Promise. It is not a standard return window dressed up in brand language. It is a genuine commitment — one we can make because we believe in every product we carry, and because we know what it feels like to spend money on hope and be let down.
How It Works
If you are not fully satisfied with your purchase for any reason within 30 days of receiving your order, email us at hello@tailmaison.com with your order number and a brief description of the issue. We will arrange the return of your item. Once received by us, we donate it to a partner rescue shelter — so your product goes to a pet who needs it — and we send you a brand new replacement at no charge.
If you would prefer a full refund instead of a replacement, simply let us know. We will issue a refund to your original payment method within 5–10 business days of receiving the returned item.
Damaged or Defective Items
If your item arrives damaged, defective, or materially different from how it was described, please email us at hello@tailmaison.com within 48 hours of delivery with a photo and your order number. We will send a replacement right away. You do not need to return the damaged item — it is not worth your time or postage costs.
Return Shipping
- For defective or damaged items: Tail & Maison covers all return shipping costs.
- For preference returns (your pet simply didn't take to the product): the customer is responsible for return postage. We recommend using a tracked service.
Exceptions — What Cannot Be Returned
- Personalised items (products bearing your pet's name) cannot be returned or exchanged unless they arrive damaged or defective.
- Items returned more than 30 days after the delivery date are not eligible for a refund or replacement.
- Items that have been significantly damaged after receipt through misuse are not eligible.
Refund Processing Time
Refunds are issued to your original payment method. Please allow 5–10 business days after we confirm receipt of your return for the refund to appear in your account. Processing times vary depending on your card issuer or payment provider.
Questions
If you are unsure about anything, please reach out before returning. We would rather talk you through it than have you deal with unnecessary hassle. Email us at hello@tailmaison.com — we always respond within 24–48 hours Monday through Friday.