We, at Heads Up For Tails go out of our way to make sure that our customers are happy with their purchases and enjoy their shopping experience with us. We have found that most exchanges can be avoided by properly measuring your pet before ordering. If you have any questions, please feel free to contact us.
If there is a problem or concern with your purchase,
• Please email us within 3 days of receiving the product on [email protected]
• We will send you an Exchange authorization number.
• Please send back the item to be exchanged within 10 days of receipt of Exchange Authorization number along with the exchange form: Download Here
• We apologize but we cannot accept returns for items that are not received by us within 10 days of receipt of the exchange authorization number by the recipients under any circumstances.
Please do note:
- We do not give refunds, and refunds are in the form of store credit or product/size exchanges only.
- Items eligible for exchange need to be in their original condition,: brand new, unused/unworn, with all tags and packaging attached, free of odors or stains, pet hair, unwashed and in resell-able condition.
- ***For exchanges on collars: Please do not ship collars back to us buckled up- this stretches out the hole and the collar will be considered non-returnable.
- If the purchase price of goods chosen in lieu of the returned goods is less than that of the returned goods no refund will be given; and if the goods chosen in lieu of the returned goods exceed that of the returned goods the difference will be borne by the purchaser. To avoid doubt, no refunds will be given for goods purchased from us.
- Customer is responsible for original and return shipping costs on exchanged items. We do not reimburse shipping charges. The shipping charge for the exchanged product must be incurred by the customer (both while sending back to us as well as when we send the exchanged item to you).
Heads Up For Tails is not responsible for incorrect addresses given, refused shipments, and/or unclaimed shipments.
Due to strict health reasons, no returns and exchanges can be accepted on certain items including Toys, beds, custom orders, bakery items, and clearance/sale items. These items are considered a final sale and cannot be exchanged for any reason. We apologize for the inconvenience.
DEFECTIVE OR WRONG ITEM SHIPPED
We will happily exchange a defective product or a wrong item that has been shipped out. Please notify us within 48 hours of delivery so that we can promptly assist you. We will have the parcel collected from you, and have the exchanged products sent at the earliest possible.
Heads Up For Tails is not responsible for issuing refunds on merchandise due to wear from your pet. The determination as to whether or not an item is defective (due to wear from your pet or otherwise) is at the sole discretion of Heads Up For Tails.
We will bear the shipping cost for defective or wrong products shipped that need to be exchanged.
Cancellations by Heads Up For Tails
Heads Up For Tails has a right to cancel or refuse the order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.
Cancellations by You
In case of requests for order cancellations, Heads Up For Tails reserves the right to accept or reject requests for order cancellations for any reason. For you to cancel an order, there is a time period of 24 hours from the time you place the order. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / approved by us, we shall cancel the order and refund the entire amount with-in 15-20 working days.
We will not be able to cancel orders that have already been processed.
Heads Up For Tails has the full right to decide whether an order has been processed or not. You agree not to dispute the decision made by Heads Up For Tails and accept Heads Up For Tails decision regarding the cancellation.
We strive to provide you with excellent customer service. Please write to us on [email protected] if you have any questions that we can help you with. Thank you for shopping with us!