SHIPPING & RETURNS
Orders made on our webstore at Tailspring.com are typically shipped within one (1) business day of submission and sent via FedEx Ground. We ship Monday through Friday. Orders placed after 9 a.m. (PST) on Friday will be shipped the following Monday (unless it’s a major holiday weekend, then it will be shipped on Tuesday).The shipment should arrive approximately 5-7 business days after leaving our facility. You will be provided with a confirmation email and a tracking number once the order ships.
If you would like to cancel your order from our webstore, please contact us at email@example.com or 1 (855) 601-1376. If the order has already left our facility, the cost of shipping the product back is the responsibility of the customer, and we will refund the value of the order to the same payment method within seven (7) days upon arrival of the unopened product.
We strive to deliver only the highest quality nutrition for your pet. If our product is not satisfactory or you find an issue with it, we would very much like to know about it. We will replace any product that is not satisfactory and will consider a monetary refund on a case-by-case basis. Please follow the process below:
- Contact us at firstname.lastname@example.org or at 1 (855) 601-1376
- To help us investigate, be ready to provide as much with the following information:
- Product name
- Lot code #
- Location of purchase
- Date on which you experienced this concern
- Brief description of why you were not satisfied with the product
- Your shipping address & phone number
- Be prepared to provide your shipping receipt or invoice
Product replacements will be processed within approximately seven (7) business days via a free online coupon code and eligible refunds within thirty (30) days of receiving your product shipment. Refunds are limited to the cost of the eligible product and will be credited back to the same payment method used to make the original purchase on our webstore.
Depending on the nature of the issue we may request the product to be returned to us for evaluation. In these cases, we will provide a self-addressed shipping container and a full refund or product replacement. We reserve the right to deny any replacement or refund if we believe the return or refund is not made in good faith. The Return Policy is subject to change without notice.
If you purchased your Tailspring product from a third-party online store, distributor or retail outlet other than tailspring.com, please go to the original purchase location to request returns or exchanges.