Return Policy

At TrueTail, your satisfaction is our top priority. If you're not completely happy with your purchase, we're here to help.

30-Day Return Window

We accept return requests within 30 days of the delivery date. To be eligible for a return, items must be:

Unused and in their original condition
In the original packaging
Free from signs of wear, damage, or alteration

Non-Returnable Items

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

Opened food, treats, or supplements
Grooming tools that have been used
Customized or personalized products

Damaged or Incorrect Items

If your order arrived damaged, defective, or incorrect, please contact us within 7 days of delivery at support@truetail.ca with your order number and photos of the issue. We'll make it right with a replacement or full refund — no need to return the item.

How to Start a Return

To initiate a return, please email us at support@truetail.ca with:

Your order number
The item(s) you'd like to return
The reason for the return

Our team will respond within 1–2 business days with return instructions. Please do not send items back without first receiving authorization, as unauthorized returns may not be processed.

Refunds

Once your return is received and inspected, we'll notify you of the approval status. Approved refunds are processed to your original payment method within 5–7 business days. Please note that original shipping charges are non-refundable.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items.