TotalTails Care

Policy

Shipping & Refund Policy

Last updated: July 29, 2026

Effective Date: July 25, 2026

At TotalTailsCare.com, we focus on delivering your pet essentials quickly while keeping our policy terms plain and simple. Please read our shipping and returns rules prior to finalizing your purchase.

Shipping Policy

1. Order Processing & Daily Deadlines

  • Daily Order Cut-off: 11:00 AM Eastern Standard Time (EST).

  • Warehouse Processing: Orders received prior to 11:00 AM EST ship out the same business day. Most orders leave our facility within 1 business day.

  • Schedule Exceptions: Orders placed after 11:00 AM EST, or over weekends and national U.S. holidays, will be processed and dispatched on the following business day.

2. Delivery Options & Courier Windows

  • Standard Priority Shipping: Expected transit time is 2 to 3 business days following warehouse dispatch. Regional transit times may vary slightly based on location.

  • Expedited Services (UPS Ground, 2-Day, 3-Day): Express carrier options deliver Monday through Friday. Saturday delivery is not guaranteed unless requested before dispatch and may carry extra carrier fees.

3. Shipping Rates & Service Area

  • Payment Terms: Orders must be paid in full at checkout. Shipping fees are calculated during checkout and paid by the buyer.

  • Geographic Coverage: TotalTailsCare.com ships strictly to physical addresses within the United States. We do not offer international shipping services.

  • Carrier Disruptions: While we commit to quick handling, transit speeds are controlled by logistics partners (UPS, USPS). TotalTailsCare.com cannot issue shipping refunds for carrier transit delays.

Returns & Refunds Policy

We offer a 30-day return window from the day your package is delivered. To ensure product safety and quality standards, returned merchandise is never restocked or resold to other shoppers.

Qualifying Return Circumstances

Return ConditionPolicy StandardReturn Shipping FeeDamaged or Faulty MerchandiseImmediate replacement or full refund provided at no extra cost to you.Covered by TotalTails Care LLCWrong Item SentIf we dispatch an incorrect product, we will resend the correct item or issue a full refund.Covered by TotalTails Care LLCGeneral Satisfaction (Opened / Slightly Used)Items that have been opened or lightly used (while remaining structural and functional) can be returned within 30 days.Covered by Customer

Non-Qualifying Return Circumstances

To maintain operational standards, returns and refunds will not be approved for:

  • Buyer’s Remorse: Returns are not accepted if you decide you no longer want the product after it arrives.

  • Customer Order Errors: Please double-check your order before submitting payment. We cannot cover customer mistakes, such as choosing incorrect sizes or product variants.

  • Extreme Wear or Damage: Products damaged by the user, heavily worn, or missing key pieces cannot be returned for safety reasons.

Cancellation Rules & Restocking Fees

1. Cancellations Prior to Shipment

You can cancel an order for a full refund before warehouse processing begins. Once an order enters fulfillment or shipping labels are printed, a $25 cancellation fee will be deducted from your final refund.

2. Restocking Fee for Returned Shipments

If a shipment is returned to our facility due to customer error (such as an incomplete or wrong shipping address), failure to retrieve a delivered package, or delivery refusal, a 25% restocking fee will be applied.

  • Original carrier shipping fees are non-refundable.

  • If you request package re-shipment to an updated address, secondary shipping fees are the customer's responsibility.

How to Initiate Your Return

If your order meets the eligibility criteria listed above, follow these steps to start your return:

  1. Reach Out to Support: Email info@totaltailscare.com or use Live Chat within 30 days of package delivery.

  2. Submit Request Details: Include your order reference number, receipt, and clear photos showing product condition (or damage, if applicable).

  3. Ship Your Item: For general satisfaction returns, package the item securely and ship it to our returns processing facility.

  4. Refund Processing: Once received and verified by our staff, your refund will be processed back to your original payment method within 5 to 7 business days.

Official Business Details

  • Company Name: TotalTails Care LLC

  • Website: TotalTailsCare.com

  • Email: info@totaltailscare.com

  • Mailing Address: 1000 N West St Suite 1200, Wilmington, DE 19801

  • Live Support: Accessible via our website storefront during standard business hours.