Refund policy

Last updated: May 2026

RETURN WINDOW

We offer a 30-day return window from the date of delivery for all standard products. Items must be unused, in original condition, and returned in their original packaging.

CUSTOM AND PERSONALIZED ORDERS

Custom and personalized items (custom pet portraits, personalized mugs, personalized fleece blankets) are made to order and are therefore non-refundable unless:

  • The item arrives damaged or defective
  • The item is significantly different from what was ordered
  • There is a quality issue confirmed by our team

We stand behind our custom products with a 100% satisfaction guarantee. If you are not happy with your custom item, please contact us and we will work to make it right.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us within 7 days of delivery at hello@plushtail.com with:

  • Your order number
  • A description of the issue
  • Photos of the damaged item and packaging

We will arrange a replacement or full refund at no cost to you.

HOW TO RETURN

  1. Email hello@plushtail.com with your order number and reason for return
  2. Our team will respond within 1-2 business days with return instructions
  3. Ship the item back using a trackable shipping method
  4. Once received and inspected, your refund will be processed within 5-7 business days

REFUND PROCESSING

Refunds are issued to the original payment method. Please allow 5-7 business days for the refund to appear after we have processed it.

NON-RETURNABLE ITEMS

  • Custom and personalized items (unless defective)
  • Items marked as Final Sale
  • Items returned after 30 days

CONTACT US

For any return or refund questions, please contact us at hello@plushtail.com. We are here to help and want to ensure you are completely satisfied with your purchase.