Returns & Refunds

Last updated: September 12, 2026

We want you and your dog to feel good about your gear. If something isn’t right, contact Trail & Tail and we’ll help you with the next steps.

30-day returns

You can request a return within 30 days of delivery. For change-of-mind returns, items must be unused, unwashed, clean and free of pet hair, with their original tags, packaging and accessories. You may carefully check the fit of wearable gear indoors without using it outdoors.

How to start a return

Email Johnny.luo0103@outlook.com with your order number, the item you want to return and the reason. For damaged or incorrect items, please include photos of the item and packaging if possible.

Wait for our return authorization and shipping instructions before sending anything back. Items may ship from different brand partners and may need to be returned to separate addresses. Do not use the address on your parcel unless we confirm it. Trail & Tail remains your point of contact throughout the return.

Return shipping

Customers pay return shipping for change-of-mind returns, including ordering the wrong size. Trail & Tail covers necessary return shipping for items that arrive damaged, defective or incorrect. Contact us first so we can arrange the appropriate return method.

Damaged, defective or incorrect items

Inspect your order when it arrives and contact us promptly if there is a problem. Keep the packaging while we review the issue and arrange a refund, replacement or other appropriate resolution. The unused-condition requirement for change-of-mind returns does not prevent you from reporting a faulty item.

Refunds

Once your return is received and inspected, we’ll notify you whether your refund is approved. We process approved refunds within 10 business days of inspection, to your original payment method. Your bank or payment provider may take additional time to post the credit.

If you haven’t received an update within 10 business days of inspection, email us with your order number.

Exchanges and cancellations

For a different size or item, contact us to arrange the return and discuss a replacement order. Replacement items are subject to availability.

If you need to cancel an order, contact us as soon as possible. Cancellation is not guaranteed once fulfillment begins. An order that has already shipped may need to follow the return process.

Your consumer rights

This policy does not limit any rights you have under applicable consumer law. Where mandatory cancellation, return or refund rights apply, those rights take precedence.