Tailvoripets™
The business information and support channels for your Tailvoripets™ order are listed here.
Changqing Subdistrict, Gongshu District,
Hangzhou, Zhejiang Province, China
China Standard Time (UTC+8)
Returns & Refunds Policy
We want every purchase to feel straightforward and dependable. This policy explains how to request a return, report an order issue, and receive a refund or replacement when eligible.
Send your order details within the applicable return window.
Our team will review the request and provide the correct return destination when applicable.
After inspection, we will confirm the available refund or replacement.
01 · Return Window
You may submit a return request within 30 calendar days after your order is delivered.
For a standard change-of-mind return under this policy, the product should be:
- Unused, unworn, and unwashed
- In its original condition, with packaging, accessories, manuals, and tags
- Accompanied by proof of purchase
- Free from pet hair, odors, stains, damage, and signs of use
These conditions do not limit any rights that applicable law gives you for faulty or incorrectly supplied goods.
02 · How to Request a Return
Email service@tailvoripets.com or call +86 131 6471 4494. Please provide:
- Your order number
- The name and email address used at checkout
- The item you wish to return and the reason
- Photos if the item is damaged, defective, incomplete, or incorrect
We will review your request and, where a physical return is needed, send the return address and packing instructions.
Please contact us before mailing an item so it reaches the correct facility. Do not send returns to the business address above unless our team instructs you to do so.
03 · Return Shipping Costs
If we supplied an incorrect, defective, or transit-damaged item, we will offer an appropriate solution and cover return shipping where required.
For a return based on preference, sizing, or a duplicate purchase, you are generally responsible for return postage. Any shipping deduction or nonrefundable charge will be explained in accordance with applicable law.
04 · Damaged or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, incomplete, or different from what you ordered. Reporting within 72 hours of delivery helps us investigate shipping issues promptly, but a later report does not remove any rights you have under applicable law.
Include clear photos of the item, affected area, packaging, and shipping label when available. Please keep the item and packaging while we review the issue. Depending on the circumstances, we may arrange a replacement, refund, repair, or another appropriate solution.
05 · Items Generally Ineligible for Change-of-Mind Returns
Subject to applicable law, we generally cannot accept standard change-of-mind returns for:
- Opened pet food, treats, or supplements
- Used grooming, hygiene, health, or dental products
- Items with pet hair, odors, stains, or signs of animal use
- Customized or personalized products
- Gift cards and items clearly marked final sale before purchase
- Hazardous or regulated products that cannot be returned through ordinary shipping
If an item is faulty or incorrectly supplied, contact us even if it belongs to one of these categories.
06 · Exchanges
Direct exchanges depend on product availability. If you would like a different size, style, or item, contact us about returning the original purchase and place a separate order once your return is approved.
If we sent the wrong product or an item is defective, we will review replacement options with you.
07 · Order Cancellations
To request a cancellation, email service@tailvoripets.com within 12 hours of placing the order. We will try to accommodate the request if fulfillment has not progressed too far.
Once an order has shipped, please follow the applicable return process. Any statutory cancellation or withdrawal rights continue to apply where required by law.
08 · Refund Review & Timing
Once an authorized return arrives, we will inspect it and email you the outcome. Approved refunds are issued to the original payment method. Our processing may take up to 10 business days; your payment provider may take additional time to post the credit.
If an approved refund has not appeared after 15 business days, contact us with your order number. Treatment of original delivery charges, expedited shipping, duties, taxes, and other fees depends on the reason for the return and applicable law.
09 · Reduced or Refused Refunds
For returns under our voluntary 30-day policy, a refund may be reduced or refused if an item is used or damaged after delivery, parts are missing, the request falls outside the return window, or the product is in an excluded category.
We will explain any deduction after inspection. This section does not override mandatory consumer protections.
10 · European Union Withdrawal Rights
Where EU consumer law applies, eligible customers generally have 14 days after delivery to notify us that they are withdrawing from a distance purchase without giving a reason. Please email us with your order number and a clear statement that you wish to withdraw.
Customers may be responsible for direct return costs where properly disclosed. The item may be inspected as it would be in a shop; handling beyond that may affect the refund amount. Legal exceptions can apply, including certain personalized goods and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
For an eligible withdrawal, required refunds include the applicable standard delivery charge, subject to the rules of the relevant jurisdiction. Nothing in this policy limits mandatory local consumer rights.
11 · Return Destination
Return destinations can vary by product and fulfillment location. After reviewing your request, our support team will provide the correct address and instructions in writing.
Business address: Room 6101, 6th Floor, No. 266 Xinhua Road, Changqing Subdistrict, Gongshu District, Hangzhou, Zhejiang Province, China.
This business address is not automatically the return destination. Please use the address supplied in your return instructions.