Last updated: August 1, 2026
Luxe Tails wants customers to be satisfied with their purchase. This policy explains when returns, replacements, and refunds may be available.
Return Window
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item should be:
- Unused or gently inspected
- In its original condition
- In the original packaging when possible
- Accompanied by the order number or proof of purchase
Items That May Not Be Returnable
For health, hygiene, safety, or practical reasons, certain items may not be eligible for return after use, including:
- Grooming products
- Pet bedding that has been used
- Chew toys or pet toys that show signs of use
- Personalized or customized items
- Clearance or final-sale items
- Gift cards
This does not limit your rights if an item arrives damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
Contact Customer Support as soon as possible if an order arrives:
- Damaged
- Defective
- Missing parts
- Different from what was ordered
Please include:
- Your name
- Order number
- Description of the issue
- Clear photos or video of the item and packaging
We may offer a replacement, refund, or another appropriate solution after reviewing the issue.
Starting a Return
Before sending anything back, contact Luxe Tails Customer Support.
Do not mail a return without receiving return instructions first. Items sent to an unauthorized address may not be accepted or refunded.
Return Shipping
If the return is due to a damaged, defective, or incorrect item, Luxe Tails will review whether return shipping should be covered.
For returns based on preference, size, color, or a change of mind, the customer may be responsible for return shipping.
Original shipping charges are generally nonrefundable unless the order arrived damaged, defective, or incorrect.
Refunds
Approved refunds are issued to the original payment method.
After a refund is processed, the bank or payment provider may take several business days to post the funds.
Partial Refunds
A partial refund may be offered when an item:
- Is returned used or damaged
- Is missing parts
- Is not in its original condition
- Is returned outside the stated return period
Cancellations
Contact Customer Support as soon as possible to request cancellation.
Orders cannot always be canceled after processing or fulfillment has begun.
Packages Returned to Sender
If an order is returned because of an incorrect address, failed delivery, or refusal, additional shipping charges may apply before it can be resent.
Contact Us
For a return, replacement, cancellation, or refund request, use the Luxe Tails Customer Support page and include your order number.