Refund policy
Last updated: September 19, 2026
You have 14 days from the day your order is delivered to request a return. Orders arrive in 8–15 days in the United States, 10–20 days to Canada and Australia and 15–30 days to the rest of the world — see our Shipping Policy for the detail.
The short version
- 14 days to request a return, counted from delivery.
- Items must be unused, clean and in their original packaging.
- Changed your mind, or ordered the wrong size? You pay the return shipping.
- Damaged, faulty or wrong item? We pay the return shipping and refund or replace it in full.
- Refunds go back to your original payment method. We do not charge restocking fees.
1. What can be returned
Most items can be returned within 14 days of delivery if they are unused, clean, free of pet hair and odour, and in their original packaging with any tags still attached.
We cannot accept returns of:
- Items that have been used, worn, washed, chewed or damaged after delivery
- Items returned without their original packaging
- Treats, food, supplements and any consumable, once opened, for hygiene reasons
- Gift cards
- Items marked "Final sale" on the product page
2. How to start a return
- Email info@wuffytails.com within 14 days of delivery with your order number and what you would like to return.
- We reply within 1 business day with a return authorisation and the return address.
- Send the item back within 14 days of receiving the authorisation, using a tracked service.
- Email us the tracking number so we can watch for it.
Please do not send anything back before you have a return authorisation. Unannounced returns cannot be processed and may not be refundable.
Returns sent without tracking are at your risk. If a return does not reach us, we cannot refund it.
3. Who pays for return shipping
| Reason for return | Who pays return shipping |
|---|---|
| Faulty, damaged or wrong item sent | We pay |
| Changed your mind | You pay |
| Wrong size ordered | You pay |
| Exchange for a different size or colour | You pay |
We do not charge restocking fees.
Shipping is free on every order with no minimum, so nothing is deducted from your refund for the shipping we paid on the way out. If you are returning because you changed your mind or ordered the wrong size, you cover the cost of sending it back.
4. Exchanges
Exchanges follow the same 14-day window and the same shipping rules: you cover the cost of sending the original item back, and we ship the replacement once the return is on its way to us. If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference.
Before you order, measure. Wrong-size returns are the most common and the most avoidable. Every harness, bed and coat page has a size chart based on chest girth. Use a soft tape around the widest part of the chest — weight is only a guide. If you are between sizes, size up. If you are unsure, email us before ordering and we will help you pick.
5. Refunds
Once your return arrives we inspect it and email you the outcome within 2 business days. Approved refunds are issued to your original payment method within 5 to 10 business days, depending on your bank or card issuer. Refunds cover the price you paid for the item. You were never charged for shipping, so there is no shipping charge to refund.
If a returned item arrives used, damaged, or without its original packaging, we will contact you. We may refuse the refund and return the item to you at your cost.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, email info@wuffytails.com and we will chase it with the payment provider.
6. Damaged, faulty or incorrect items
Check your order when it arrives. If anything is damaged, faulty or not what you ordered, email info@wuffytails.com within 7 days of delivery with your order number and a photo. We will replace it or refund you in full, and we cover the cost of sending the item back.
7. Parcels lost or damaged in transit
If tracking shows your parcel as delivered but you cannot find it, check with neighbours and your building first, then contact us within 7 days of the delivery scan and we will open a claim with the carrier. If a parcel is confirmed lost in transit, we will replace it or refund you in full.
8. Cancelling an order
Email us as soon as possible and we will cancel the order if it has not yet been sent to our supplier. Once it has shipped, treat it as a return under this policy.
9. Your statutory rights
This policy is offered in addition to your rights under applicable consumer protection law, including California law. Nothing here limits those rights, and nothing here affects your rights in respect of goods that are faulty or not as described.
10. Contact us
WuffyTails (operated by Herzu Americas LLC)
1025 W 70th St
Los Angeles, CA 90044
United States
Email: info@wuffytails.com
We answer within 1 business day, Monday to Friday.