Refund policy
Returns & Refunds
We sell three products, and we would rather you buy the right one than keep the wrong one. If something isn't working out, email happytailandco@gmail.com with your order number and we'll take it from there.
You have 30 days
You can request a return within 30 days of your order being delivered. Contact us first — we'll confirm whether the item needs to come back and send you the return address. Items posted back without contacting us first often can't be matched to an order, and we may not be able to refund them.
If your dog simply won't take it
This is the most common reason people get in touch, and an opened container does not disqualify you. A supplement only works if the animal eats it, and no description tells you how your particular dog will react. Tell us what happened within 30 days and we'll sort out a refund.
We do ask that you try the introduction first: start at half the suggested amount and build up over a week, and for the powder, mix it into wet food or a splash of broth rather than dry kibble. That solves it more often than not. If it doesn't, we'd genuinely like to hear about it — it tells us something about the product.
If we got it wrong
Wrong item, missing item, damaged in transit, or a container that arrived open or past its date — that's on us. Email us a photo within 30 days of delivery and we'll replace it or refund it in full. You won't need to ship anything back, and you won't pay any return postage.
Who pays return postage
- Our error, or a damaged item — we cover everything.
- Changed your mind, or your dog refused it — you cover the return postage. Original shipping charges are not refunded.
How refunds are issued
Refunds go back to your original payment method. Once we've approved the return we process it within 2 business days. Your bank or card issuer then usually takes a further 5 to 10 business days to show it, and that part is out of our hands.
If more than 15 business days have passed since we confirmed your refund was approved and you still haven't seen it, email us and we'll chase it.
Cancelling an order
If your order hasn't been dispatched yet, we can cancel it and refund you in full. Email us as soon as you can — most orders leave within 1 to 2 business days, and once a parcel is moving we can't recall it.
What we can't accept
- Requests made more than 30 days after delivery.
- Containers that are substantially used. If a 200-count jar comes back with 20 chews left in it, that isn't a return, and we'll tell you so directly rather than quietly refusing.
- Items returned without contacting us first, where we can't match them to an order.
A note on health
If your dog has had a bad reaction to something you bought from us, stop using it, speak to your veterinarian, and then tell us. We will refund you regardless of how much of the container is left, and we want the report.
This policy applies to orders placed on this store and does not affect any statutory rights you have under the consumer law of your state or country. Questions: happytailandco@gmail.com.