At Pups and Tail Shop, we want you and your pets to be completely happy with your purchase. Damaged, Defective, or Incorrect Items If your item arrives damaged, broken, defective, or if you received an incorrect item (such as a wrong size or color), you are eligible for a full refund or a free replacement. You must report damaged or incorrect items to us within 30 days of delivery. To speed up your resolution, please email our support team with clear photo or video evidence showing the defect, damage, or incorrect product label. Because of international shipping logistics, physical returns are generally not required for defective or damaged items—you may keep the item, and we will issue your refund or replacement. Change of Mind / Buyer’s Remorse Returns Because our items are custom-sourced and shipped directly via our fulfillment network, we cannot accept returns or issue refunds for buyer’s remorse (e.g., if you changed your mind, ordered the wrong size when a size chart was provided, or no longer need the item). Please review sizing guides and product details carefully before placing your order. Refund Processing Once your claim for a damaged or incorrect item is verified and approved, your refund will be processed and automatically applied to your original method of payment within 5 to 10 business days. How can I contact customer support? A: If you have any questions or need assistance with an order, you can reach out to us directly through the Contact page on our website, and our team will get back to you as soon as possible!