Refund policy

RETURN AND REFUND POLICY 

At ModTails, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we offer a 30-Day Money-Back Guarantee. This Refund Policy explains our return process, eligibility requirements, and refund timelines.

1. 30-DAY MONEY-BACK GUARANTEE

We offer a full refund on all eligible products returned within 30 days of delivery.

Coverage:
• Applies to all products purchased from modtails.com
• Full refund of product cost
• We prioritize your pet's happiness and satisfaction

Eligibility Period:
• Returns must be initiated within 30 calendar days of delivery date.
• Delivery date is determined by carrier tracking information.

2. RETURN ELIGIBILITY & HYGIENE RULES

To qualify for a refund, products must meet the following conditions:

Hygiene & Safety (Crucial):

• Due to sanitary reasons, any product that has been used, filled with food/water, or has come into direct contact with a pet's mouth or saliva cannot be returned unless it is confirmed defective.

• Please inspect your item before using it with your pet.

Unused and Undamaged (Standard Returns):

• Product must be in original packaging (boxes, tags, protective materials).

• Product must be clean and free of pet hair, odor, or residue.

Exceptions (Damaged or Defective Products):

• If your product arrived damaged or defective, the hygiene rule does not apply. We will replace or refund it immediately.

• We reserve the right to request photo or video evidence before approving returns or replacements.

3. HOW TO INITIATE A RETURN

Step 1: Contact Us

• Email support@modtails.com

• Include your Order Number and Reason for return.

• Authorization Required: Do not send returns without prior approval. Unauthorized returns will be refused.

Step 2: Return Authorization & Instructions

• To maintain strict pet hygiene standards and reduce our environmental footprint, we utilize a "Refund Without Return" protocol for authorized claims.

• IMPORTANT: Do NOT send items back to the address on the shipping package or our corporate office.

• Once your refund or replacement is authorized (via photo/video verification), your resolution will be processed immediately. We do not require you to ship the item back. We kindly ask that you donate the item to a local animal shelter or recycle it responsibly.

Step 3: Review & Resolution

• We will review your claim within 24-48 hours.

Step 4: Refund Processed

• Refunds are processed within 5-7 business days after approval

4. REFUND AMOUNTS

What's Refunded:
• Product cost (full amount paid for the product)
• Sales tax (if applicable)

What's NOT Refunded:
• Original shipping costs (unless product is damaged/defective)

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you received a damaged, defective, or incorrect product, we will make it right immediately.

Reporting Timeline:
• Damaged on Arrival: Please report visible shipping damage within 7 days.
• Defects: Hidden defects are covered under our 30-Day Guarantee.

How to Report:
1. Contact us at support@modtails.com
2. Include: Order number, Description, and Photos/Video.
3. We will respond within 24 hours.

Resolution Options:
• Replacement: We will send a replacement at no cost (free expedited shipping).
• Full Refund: Includes product cost + original shipping cost.

6. REFUND PROCESSING TIME

Timeline:
• Internal Processing: 5-7 business days after approval.
• Bank Posting: 3-10 business days for funds to appear in your account.
• We reserve the right to deny refunds for abusive or fraudulent return activity

Refund Method:
• Refunds are issued strictly to the original payment method used at checkout.

7. EXCHANGES

We do not offer direct exchanges. To get a new item faster:
1. Request a refund for your original item under our 30-Day Guarantee
2. Place a new order for the new item.

8. LATE OR MISSING REFUNDS

If you haven't received your refund after 10 business days from approval:
1. Check your bank account again.
2. Contact your bank (processing times vary).
3. Contact us at support@modtails.com.

9. RESTOCKING FEES

We do NOT charge restocking fees for standard authorized returns.
Exception: If a package is refused delivery or returned as "Unclaimed," a 15% restocking fee may apply to cover handling.

10. CANCELLATIONS

• Before Shipment: Contact us within 2 hours of placing your order for a full refund.
• After Shipment: Orders cannot be cancelled once shipped. Please follow the return process after delivery.

11. CONTACT US

For return authorizations:

ModTails Support
Email: support@modtails.com
Address:  30 N Gould St, STE R, Sheridan, WY 82801, USA

Note: This address is for correspondence only. Please do not send returns to this address without contacting support first.

We respond within 24-48 hours (Monday–Friday).