Refund policy

 

Your happiness is our priority, so we offer a:

"7-Day At-Will Replacement: Not the right fit for your pup? Request a one-time product replacement within 7 days of delivery, no questions asked. All replacements are subject to a 15% replacement fulfillment fee. The item must be in original packaging, unworn, unused, and free of pet hair/odors. Customer covers all shipping costs (return and replacement)."

AND

"21-Day Quality Guarantee: Received a product that arrived defective or the wrong item? We'll make it right for you and your pup! This guarantee only covers manufacturing defects and shipping errors that existed at the time of delivery, reported within 21 days of delivery (Excludes damage from chewing, wear and tear, or improper use after delivery). We provide a pre-paid return label and ship your replacement at no cost to you."

QUICK OVERVIEW

  • Changed your mind? Request a one-time replacement within 7 days, no questions asked (replacement fulfillment fee applies, you cover all shipping costs including return and replacement).
  • Something wrong with your order when it arrived? Request a return or replacement within 21 days of delivery (we cover all shipping, no fees).
  • Inspect your order immediately – you have 21 days after delivery to report any defects or issues that existed upon arrival.

WHAT YOU CAN RETURN OR REPLACE

Within 7 Days: At-Will Replacements (One-Time Only)

Don't love what you ordered? We accept one-time replacements for any reason within 7 days of delivery.

What you need to know:

  • Replacements only (no refunds for at-will requests)
  • One-time replacement limit per order
  • 15% replacement fulfillment fee applies
  • You pay for all shipping costs (return shipping AND replacement shipping)
  • Items must be unworn, unused, with original tags and packaging, and free of pet hair/odors

Within 21 Days: At-Fault Returns & Replacements

Received a damaged, defective, missing, or incorrect item? We'll make it right with a full refund or replacement within 21 days of delivery.

What qualifies as at-fault:

  • Products that arrived damaged or defective (manufacturing defects present at delivery)
  • Missing items from your order
  • Wrong item, size, color, or SKU sent
  • Defects that existed when the product was delivered, even if discovered later

What does NOT qualify:

  • Damage from chewing, scratching, or pet use after delivery
  • Normal wear and tear from use
  • Damage from improper use, cleaning, or storage after delivery
  • Defects that developed after the product was used
  • Customer preference or sizing issues

What you need to know:

  • Returns (refunds) OR replacements available
  • No replacement fulfillment fee
  • We cover all shipping costs including return shipping with a prepaid label
  • Must provide photo or video evidence showing the defect existed upon arrival
  • Items do not need to be in original packaging for defective/at-fault returns

You must inspect all goods and report any damage, defects, missing or incorrect items that existed at the time of delivery within 21 days. Failure to report within this timeframe constitutes acceptance of the goods.

⚠️ Important: The 21-Day Quality Guarantee covers defects and damage that existed when your order arrived, not issues that develop from use after delivery. Damaged packaging alone doesn't qualify if the product itself arrived in good condition.

SPECIAL SITUATIONS

Delayed or Lost Orders

If an order shows no tracking information, remains pending or in transit, or expires beyond:

  • U.S. orders: 45 days
  • International orders: 60 days
  • Brazil orders: 110 days

We will, at our discretion, resend the product or issue a refund.

Note: If tracking shows your order was delivered but you didn't receive it, you'll need a non-delivery certification from your carrier or postal service.

Order Cancellations

You can cancel your order for a full refund before it's processed or shipped. Some products (like Print-on-Demand or preorder items) can't be canceled once payment is made.

ITEMS WE CAN'T ACCEPT BACK

Sorry, these items are final sale:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Personal care items (beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Products marked as final sale or clearance items
  • Gift cards

Have questions about your specific item? Contact us at info@wewaggingtails.com.

HOW TO START A RETURN OR REPLACEMENT

Step 1: Choose One of the Options Below

Option 1: Self-Service Return Portal (Fastest)

  • Go to account.wewaggingtails.com and sign in to your account
  • View your order history and select the order you want to return
  • Click "Request return" and choose the items you want to return
  • Select your return reason and upload photos (required for defective items)
  • Submit your request and wait for approval with return instructions

Option 2: Email Us

Email us at info@wewaggingtails.com with:

  • Your order number
  • Reason for return/replacement
  • Photos or video evidence (for at-fault issues, showing the defect existed upon arrival)

We'll review your request and send you instructions. For at-fault issues, we'll include a prepaid return label.

Step 2: Wait for Review

Wait for review and instructions. All returns require authorization.

Step 3: Ship Your Item

Send your item to:

We Wagging Tails Department
Love & Gifts, LLC
3230 Dr. M.L.K. Jr. Blvd, #1062
New Bern, NC 28562
United States

⚠️ Important: Please use account.wewaggingtails.com or contact info@wewaggingtails.com before returning any items. All returns require authorization. Include "#1062" exactly as shown to prevent your return from being lost in transit.

SHIPPING COSTS

We pay when it's our fault:

  • Products that arrived damaged, defective, missing, or incorrect
  • We'll send you a prepaid return label
  • We cover replacement shipping at no cost to you

You pay for at-will replacements:

  • Change of mind, sizing issues, or style preferences
  • You're responsible for all shipping costs (both return shipping AND replacement shipping)

REFUND TIMELINE

Once we receive and inspect your return:

  • We'll email you to confirm if your refund is approved
  • Approved refunds are processed within 10 business days
  • Refunds go back to your original payment method
  • Allow extra time for your bank to post the refund

Fees:

  • At-will replacements: 15% replacement fulfillment fee applies
  • At-fault returns/replacements: No fees, full refund

NEED HELP?

We're here for you! Contact us anytime at info@wewaggingtails.com or visit account.wewaggingtails.com to manage your returns.

Original Policy - Effective August 12, 2025 

Current as of August 12, 2025