01
30-Day Window
Eligible purchases can be returned or exchanged within 30 days after delivery.
Simple Support After Delivery
Returns & Exchanges
We want every Tailvora purchase to feel right for you and your pet. Eligible products may be returned or exchanged free of charge within 30 days, giving you time to review your order and make sure the product suits your household, routine, and pet.
30 Days
Return and exchange window
Free
Eligible return shipping
24/7
Customer support
Policy Overview
Made to Feel Simple
Pet products are personal. Size, home setup, routines, and everyday use can all affect whether something is the right fit.
Tailvora provides free returns and exchanges on eligible products within 30 days. Our goal is to make the process clear, practical, and straightforward while protecting the quality and safety of products returned to us.
The 30-day return and exchange period begins when your order is delivered. We recommend reviewing your order soon after arrival so that there is enough time to inspect the product, verify sizing or compatibility, and contact us if assistance is needed.
Returned products should be in appropriate condition for safe handling and inspection. Items should include the components, accessories, manuals, chargers, cables, straps, attachments, and other parts originally supplied with the product whenever applicable.
If your order arrives damaged, defective, incomplete, or different from what you ordered, please use our return support process. These situations are reviewed separately from ordinary preference-based returns so that we can determine the most appropriate solution.
Tailvora Service Promise
Eligible returns and exchanges within the 30-day window are free. Tailvora also provides 24/7 customer support if you need assistance understanding the process or determining the best next step for your order.
The Essentials
Policy at a Glance
Start with these four points. More detailed product and process guidance appears throughout the policy below.
02
Free Returns
Tailvora covers eligible return shipping when the return follows the approved process.
03
Free Exchanges
Eligible products may be exchanged within the same 30-day period without an exchange fee.
04
Support Included
Our customer support team is available 24/7 if you have a question before beginning a return.
Four Clear Steps
How Returns Work
Please begin through Tailvora support before sending an item back. This allows us to identify your order, provide the correct return instructions, and help avoid processing delays.
Review the Product
Confirm the item you want to return, note the reason, and check that your request is being made within the 30-day return period.
Request Return Support
Provide your order details and explain whether you want a refund, an exchange, or help with a damaged, defective, or incorrect item.
Pack the Item
Return the product clean, safely packed, and with the relevant accessories and components included whenever possible.
Inspection and Resolution
Once the return is received, it is reviewed and the approved refund, exchange, replacement, or other resolution is processed.
Return Eligibility
What Qualifies
Most ordinary return requests are simple. These guidelines help ensure returned products can be handled, reviewed, and processed properly.
Within 30 Days
The return or exchange request should be initiated within 30 days after the order is delivered.
Best Practice
Inspect your order soon after delivery.
Safe Return Condition
Products should be returned in a condition that is safe for handling and inspection. Remove pet hair, food, water, litter residue, dirt, and other contamination before packing where applicable.
Best Practice
Clean and dry the product before packing.
Components Included
Include the accessories and parts supplied with the product whenever applicable, such as adapters, cables, bowls, straps, filters, mounting pieces, manuals, or removable components.
Best Practice
Use the original packaging if it is still available.
Order Identification
We need enough order information to match the product to the original purchase and correctly process the return or exchange.
Helpful Information
Order number and customer contact details.
Normal Evaluation
Reasonable inspection or evaluation is different from damage caused by misuse, intentional alteration, improper installation, or use outside the product's intended purpose.
Best Practice
Follow product instructions before use.
Issue-Based Returns
If an item arrives damaged, defective, incomplete, or incorrect, tell us what happened. These requests may require photos or other basic information so we can assist.
Best Practice
Keep packaging until the issue is reviewed.
Designed for Real Life
Sometimes the right product simply needs a different size, style, or fit.
Pet carriers, life jackets, training equipment, smart accessories, and home-care products interact with pets in very different ways. A product can be well made and still not suit a particular pet or household.
- 01 Review measurements and product details before use whenever sizing or physical fit matters.
- 02 Keep packaging and accessories while you determine whether the product is the right choice.
- 03 If a different option would work better, an eligible exchange can be requested during the 30-day window.
Product-Specific Care
Return Condition Guide
Different pet products need different preparation before they are returned. Use the category guidance below to help keep your return clean, organized, and ready for inspection.
Feeding Equipment
Automatic FeedersEmpty all food, wipe accessible surfaces, and include removable bowls, lids, power adapters, cables, and other supplied parts. The unit should be dry before packing.
Hydration Equipment
Water FountainsEmpty all water, clean and dry the reservoir, and include pumps, adapters, lids, trays, and other supplied components. Do not pack the product while wet.
Litter Equipment
Self-Cleaning Litter BoxesRemove all litter and waste. Clean accessible areas thoroughly and return the unit dry. Include removable trays, cables, adapters, and other supplied components.
Connected Devices
Pet Cameras · GPS Trackers · Smart Pet DoorsInclude supplied charging equipment, mounts, adapters, clips, hardware, and accessories. Remove personal account associations from connected devices when appropriate.
Training Equipment
Training CollarsClean contact surfaces, remove pet hair and dirt, and include charging cables, remotes, straps, or other accessories supplied with the product.
Travel & Safety Gear
Pet Carriers · Pet Life JacketsRemove pet hair, dirt, moisture, and debris. Ensure fabric and padding are dry, and include detachable straps, inserts, or accessories supplied with the item.
After the Return Arrives
Refund Processing
Refunds are processed after the returned item is received and reviewed. The exact time for funds to appear after a refund is issued can depend on the payment provider or financial institution.
| Stage | What Happens | What You Should Know |
|---|---|---|
| Return Requested | Your request is reviewed and return instructions are provided when applicable. | Do not send an item to an unconfirmed address or without the applicable return instructions. |
| Return in Transit | The product travels back using the approved return method. | Keep any return tracking or shipping confirmation until your case is resolved. |
| Item Received | The returned product and included components are reviewed. | Inspection helps confirm the correct resolution for the return request. |
| Refund Approved | The approved refund is submitted to the applicable original payment method. | Once issued, the posting time may depend on your bank or payment provider. |
| Confirmation | The return case is updated after the relevant resolution has been processed. | Keep your order information until the refund is visible and the case is complete. |
Change the Match
Free Exchanges Within 30 Days
If an eligible product is not the right fit, you may request an exchange within 30 days after delivery. Exchange availability depends on the replacement product or variant being available.
When requesting an exchange, identify the item you want to return and the replacement you prefer. If the requested replacement is available, we will provide the applicable next steps.
If the replacement has a different price, the order may require an adjustment, refund, or additional payment depending on the items involved. Our support team can explain the available option for your specific order before the exchange proceeds.
If the preferred replacement is unavailable, we may help identify another available option or process an eligible return for refund instead.
Sizing and Compatibility
When the Fit Is Wrong
A different size or configuration can sometimes turn the same product concept into the right solution.
Size-sensitive products such as Pet Carriers, Pet Life Jackets, Training Collars, and certain Smart Pet Doors should be selected using the dimensions and product guidance shown on the relevant product page.
If the item arrives and you determine that another size or model would suit your pet better, you may request an eligible exchange during the 30-day exchange period.
Before returning a size-sensitive product, clean away pet hair, dirt, moisture, or other residue and include detachable straps, inserts, buckles, hardware, or accessories that were originally supplied.
Fit and Safety
Do not continue using a pet safety product if the fit appears unsafe, unstable, overly tight, overly loose, or otherwise unsuitable for the intended use.
Something Went Wrong
Damaged, Defective or Incorrect
If your order does not arrive as expected, tell us what happened. These cases are reviewed so we can determine the appropriate replacement, exchange, refund, or other resolution.
Damaged on Arrival
If the product or shipping package shows significant damage when delivered, keep the product and packaging while the issue is reviewed. Photos of the item and packaging may help us evaluate the situation.
Product Defect
If a product does not operate as expected under normal intended use, describe the issue and any troubleshooting already attempted. Additional information may be requested to identify the appropriate solution.
Incorrect Item
If the product delivered does not match the item in your order, keep the item and its packaging together while we confirm the order and provide the appropriate next step.
Pet-First Returns
A return policy should support good decisions, not encourage unsafe compromises.
Products such as Pet Life Jackets, Training Collars, Pet Carriers, GPS accessories, and Smart Pet Doors can depend on correct fit and intended use. If something does not feel appropriate for your pet, do not force the fit.
- 01 Stop using safety equipment when the size or configuration appears unsuitable.
- 02 Keep included accessories together while deciding whether an exchange is needed.
- 03 Clean and dry wearable or travel products before returning them.
Practical Limitations
When a Return May Need Review
Our free 30-day policy is designed for ordinary eligible returns and exchanges. Some situations require additional review before a return can be approved.
Outside the Return Window
Requests initiated more than 30 days after delivery fall outside the standard return and exchange period. If there is a product issue, provide the relevant details so the situation can be reviewed.
Intentional Damage
Products intentionally damaged, modified, altered, or used in a way clearly inconsistent with their intended purpose may not qualify as an ordinary return.
Missing Essential Parts
A return may require additional review when important components, accessories, or parts originally supplied with the product are missing.
Unsafe Contamination
Products that contain pet waste, food residue, standing water, excessive dirt, biological material, or another unsafe contaminant should not be shipped before appropriate cleaning instructions are followed.
Unapproved Return Shipment
Sending an item without the correct return instructions can make it difficult to identify the order, track the package, or process the return efficiently.
Abuse of the Policy
Tailvora may review unusual, fraudulent, abusive, or repeated return activity where necessary to protect customers, transactions, and store operations.
Return Logistics
Return Shipping
Eligible returns and exchanges are free when completed through the approved Tailvora return process.
Request Instructions
Begin with Tailvora support so the return can be connected to the correct order.
Use the Approved Method
Follow the return shipping instructions supplied for your case rather than choosing an unconfirmed return destination.
Pack Securely
Protect electronics, removable pieces, fabric products, and accessories from movement or damage during transit.
Keep Confirmation
Retain return tracking or shipping confirmation until your return, refund, or exchange is complete.
Before You Seal the Box
Packing Checklist
A well-prepared package makes inspection easier and helps protect the product while it travels back.
Clean the Product
Remove pet hair, food, water, litter, dirt, and other residue appropriate to the product type.
Make Sure It Is Dry
Do not pack water fountains, life jackets, washable components, or other products while they are wet.
Gather Accessories
Include supplied adapters, chargers, cables, bowls, straps, mounting pieces, remotes, and removable parts whenever applicable.
Protect Delicate Parts
Use appropriate cushioning around electronic screens, cameras, sensors, pumps, motors, and other delicate components.
Use a Secure Outer Package
Select packaging strong enough for the item's size and weight and close it securely for return transit.
Follow the Return Instructions
Use the instructions, documentation, and shipping method provided for your approved return.
Before Shipment
Order Changes
If you notice an order issue before the package ships, request assistance as soon as possible.
Orders can move into processing quickly. Because of that, we cannot guarantee that an order can be changed or canceled after it has been submitted.
If the order has already entered fulfillment or has shipped, the standard return and exchange process may be the appropriate way to make a change after delivery.
If your concern involves an incorrect shipping address, duplicate order, quantity issue, or another time-sensitive matter, contact support promptly with the relevant order information.
Gift Purchases
Returning a Gift
Gift returns may require information that connects the item to the original Tailvora order.
If you received a Tailvora product as a gift and need help with a return or exchange, provide as much purchase information as reasonably available, such as the purchaser's name, order number, delivery information, or other details that can help identify the order.
Refund methods may depend on the original payment transaction and the circumstances of the gift return. Exchange options may also depend on current product availability.
If you are unsure what information is needed, our support team can explain what is required to locate and review the original purchase.
Shopping with Tailvora
Our Service Standard
Returns are one part of a wider customer experience built around practical service, flexibility, and clear support.
Free Shipping
All Tailvora products ship free.
3–5 Day Delivery
Orders are delivered in approximately 3–5 business days.
Free 30-Day Returns
Eligible returns are free within 30 days.
Free Exchanges
Eligible exchanges are free within the same 30-day period.
24/7 Support
Customer support is available around the clock.
Return Questions
Returns FAQ
Quick answers about timing, exchanges, refunds, return condition, and product-specific situations.
How long do I have to return a Tailvora product?
Eligible products may be returned within 30 days after delivery. We recommend reviewing the item soon after it arrives so you have sufficient time to begin the process if needed.
Are Tailvora returns free?
Yes. Eligible returns completed through the approved Tailvora return process are free within the 30-day return period.
Does Tailvora offer free exchanges?
Yes. Eligible exchanges are free within 30 days after delivery, subject to replacement product or variant availability.
When does the 30-day period begin?
The standard Tailvora return and exchange period begins when the order is delivered.
Can I return an item if I opened the package?
Opening a package for reasonable inspection does not automatically prevent an eligible return. Products should be returned in appropriate condition, clean and safe for handling, with relevant supplied components included.
What if the product does not fit my pet?
If an eligible size-sensitive product is not the right fit, you may request an exchange within the 30-day period. Replacement availability depends on the item and variant requested.
Can I return a Pet Carrier after checking the size?
An eligible Pet Carrier may be returned within the standard 30-day window. Remove pet hair, dirt, moisture, and debris before returning it and include supplied straps, inserts, or accessories where applicable.
Can I exchange a Pet Life Jacket if the size is wrong?
Eligible Pet Life Jackets may be exchanged within 30 days. Stop using a life jacket if the fit is unsuitable, then clean and dry the item before preparing it for return.
How should I return an Automatic Feeder?
Empty all food, clean accessible food-contact areas, and return the feeder dry. Include supplied bowls, adapters, cables, lids, and removable parts whenever applicable.
How should I prepare a Water Fountain for return?
Empty the fountain completely, clean and dry the reservoir and accessible components, and include the supplied pump, adapter, tray, lid, and related parts where applicable.
Can I return a Self-Cleaning Litter Box?
Eligible Self-Cleaning Litter Boxes can be returned within the standard period. All litter and waste must be removed, and the unit should be cleaned, dry, and safe for handling before it is packed.
What should I do before returning a connected device?
For items such as Pet Cameras, GPS Trackers, or compatible smart products, include supplied chargers, cables, mounts, clips, or adapters. Remove personal account associations from the device where appropriate.
What if my order arrives damaged?
Keep the product and packaging while the issue is reviewed. Provide your order information and describe the damage. Photos of the product and shipping package may help with the review.
What if the item I received is defective?
Describe the issue and any troubleshooting already attempted. We may request basic supporting information so the product issue can be reviewed and the appropriate resolution determined.
What if Tailvora sent the wrong item?
Keep the incorrect product and its packaging together while the order is reviewed. Once the mismatch is confirmed, we will provide the applicable next step.
Do I need the original packaging?
Original packaging is helpful because it can protect the product and keep components organized, but the most important requirement is that the item is packaged securely and returned with relevant supplied parts whenever applicable.
What happens if an accessory is missing?
Missing essential components may require additional review. If you realize that a supplied accessory is unavailable, explain the situation when requesting return support.
How will my refund be issued?
Approved refunds are generally submitted to the applicable original payment method. After Tailvora issues the refund, the time required for it to appear can depend on the payment provider or financial institution.
How quickly will I see my refund?
Return items must first be received and reviewed. Once an approved refund is issued, posting time depends on your bank or payment provider and may not be immediate.
Can I exchange for a different product?
Exchange options depend on the original item, requested replacement, availability, and any price difference. Tailvora support can explain the available option for your order.
What happens if the replacement item is unavailable?
If the preferred replacement is not available, another available option may be considered, or an eligible refund can be processed instead.
Can I send a return without contacting Tailvora first?
Please begin through the approved return process before shipping. An unapproved shipment may be difficult to identify or route correctly and can delay processing.
Are order cancellations guaranteed?
No. Orders may enter processing quickly, so changes or cancellations cannot always be guaranteed after an order is submitted. If an order has already shipped, the return process may be used after delivery.
Can a gift be returned or exchanged?
Gift returns may be possible when the original Tailvora order can be identified. Provide as much purchase information as is reasonably available so the order can be reviewed.
Is customer support available outside normal business hours?
Yes. Tailvora provides 24/7 customer support for order, return, exchange, and product-related questions.
Ready to Start a Return?
Our customer support team is available 24/7. Have your order information ready and tell us whether you need a return, exchange, or help with a damaged, defective, incomplete, or incorrect item.
Tailvora
support@tailvora.help
+1 (949) 322-2672
30 Whistler Court, Saratoga Springs, NY 12866, United States