Cancellation and Refund Policy:

At TailsMart, we are committed to providing our customers with a seamless and satisfying shopping experience. We understand that circumstances may arise where you need to cancel or modify an order, and we strive to offer a cancellation and refund policy that is fair, flexible, and customer-oriented. Please take a moment to review our comprehensive cancellation and refund policy below:

1. Order Cancellation:

   1.1. Standard Orders:

   • If you wish to cancel your order, we recommend contacting our dedicated customer support team as soon as possible.
   • Orders can only be canceled before they have been processed and shipped. Once an order has been shipped, it cannot be canceled.
   • To initiate an order cancellation, please provide your order details, including the order number, customer name, and contact information.
   • If the cancellation request is received after the order has been processed but before shipment, a cancellation fee may apply. The cancellation fee will depend on the specific circumstances and will be communicated to you by our customer support team.

   1.2. Pre-Order Items:

   • In the case of pre-order items, cancellation requests may be subject to certain terms and conditions specified at the time of purchase.
   • We will make every effort to accommodate pre-order cancellations, but please note that specific cancellation windows may apply. These details will be clearly communicated during the pre-order process.

2. Subscription Cancellation:

   2.1. Subscription Services:

   • If you have subscribed to a recurring service or product, such as a monthly pet food delivery, and wish to cancel it, we offer a hassle-free cancellation process.
   • Subscription cancellations can be requested by contacting our customer support team or through your online account settings.
   • Please review the terms and conditions associated with your specific subscription, as certain subscriptions may have minimum commitment periods or notice periods for cancellations.
   • Cancellation requests made within the specified cancellation period will be processed promptly.

   2.2. Subscription Boxes:

   • If you have subscribed to our exciting subscription box service and wish to cancel, please refer to the cancellation guidelines provided during the subscription sign-up process.
   • Subscription box cancellations may have specific terms, such as a minimum subscription duration or notice period, which will be communicated prior to your subscription confirmation.

3. Refunds:

   3.1. Order Cancellation Refunds:

   • If you cancel your order within the eligible cancellation period, and the order has not been shipped, a full refund will be issued to the original payment method used at the time of purchase.
   • Refunds for canceled orders will be processed promptly; however, it may take some time for the funds to be reflected in your account, depending on your payment provider.
   • If the cancellation is requested after the order has been processed but before shipment, the refund amount may be subject to a cancellation fee, as mentioned earlier.

   3.2. Subscription Cancellation Refunds:

   • If you choose to cancel a subscription, refunds may be subject to the terms and conditions outlined in the subscription agreement or terms of service.
   • Depending on the specific subscription, refunds may be prorated based on the unused portion of the subscription period or provided as a full refund for the remaining unshipped boxes.

4. Returns and Exchanges:

   • If you have received an order and would like to return or exchange it, please refer to our Returns and Exchanges policy for detailed instructions.
   • In the case of damaged or defective products, please contact our customer support team within a reasonable timeframe to initiate the return or exchange process.
   • Our dedicated support team will guide you through the necessary steps to ensure a smooth return or exchange experience.

5. Policy Updates:

   • Please note that our cancellation and refund policy may be subject to periodic updates to better serve our customers and align with industry standards.
   • We encourage you to review our policy regularly or contact our customer support team for the most up-to-date information regarding cancellations, refunds, and returns.

At TailsMart, we are committed to your satisfaction, and we value your trust in us as your preferred pet provider. We strive to provide transparent and customer-centric policies to ensure a positive experience at every step of your journey with us. If you have any questions or require further clarification about our cancellation and refund policy, our dedicated customer support team is available to assist you. Your happiness and the well-being of your beloved pets are our top priorities, and we look forward to serving you with excellence and care.

Last updated: June 2023