We want you to love what you bring home. If something isn't right, most items can come back within 45 days of delivery. Here's exactly how it works — nothing hidden in the fine print.
New and unused, with everything it came with. Here's the checklist.
Unused & uninstalled
Never used, mounted, filled or put together.
Free of pet hair & odors
No fur, smells, wear or signs of use. (We know — they love new things fast.)
Complete
Every original part, manual, accessory and piece of packaging.
Just as it arrived
In the same condition you received it in.
The exceptions
A few things can't come back.
Clearance, closeout & final sale
Marked-down-for-good means sold-for-good.
Food & treats
For everyone's safety, edibles are final.
Custom & made-to-order
Personalized and made-to-order items — including floor clocks built to order.
Gift cards
Once they're bought, they're yours to spend.
Anything marked non-returnable
You'll see it right on the product page before you buy.
Damage from misuse
Items damaged by misuse, neglect or poor packing on the way back to us.
How it works
Four steps, start to finish.
1
Ask first
Fill in our return form or email hello@playfultail.com with your order number. Every return needs our OK before it ships.
2
Get your label
Once approved, we email you a return label at our discounted carrier rate. The label cost comes out of your refund.
3
Pack it well
Put the item inside a sturdy shipping box. The product's own retail box isn't strong enough to travel alone.
4
Drop it off
Stick the label on and hand it to the carrier shown on it. Returns must travel on a Playful Tail label — for tracking and insurance.
Costs
What a return costs — straight up.
Return shipping is yours to cover, unless we made the mistake or it arrived damaged. Here's everything that can come off a refund.
Arrived damaged, or we sent the wrong item
On us
Return shipping label
At our discounted carrier rate, deducted from your refund
Discounted rate
Items over $500, large & freight pieces
Return by freight at your expense — we quote our discounted freight rate before you send anything
15% restocking fee
Returned used, damaged, or missing parts or packaging
We inspect every return when it arrives
20% restocking fee
Original shipping & freight charges
Non-refundable
Sent without approval, or after 45 days
Can't be refunded
Your refund
To your original payment method, once the return passes inspection
5–10 business days
Arrived damaged?
Insured means you pay nothing to fix it.
Every order ships fully insured. If something shows up broken, here's what to do.
Photograph or refuse
Snap a photo of any damage before you open the box — or, if it's obvious at the door, simply refuse the delivery and let us know.
Tell us within 48 hours
Email hello@playfultail.com or call or text (513) 635-9920 with a photo of the damage — plus the box and label if you can.
Keep everything
Hold on to the item and its packaging until the claim is settled. The carrier may ask to inspect it.
We handle the claim
We open it with the carrier and arrange a replacement, repair or refund. Big, freight and made-to-order pieces take longer, since they may need to be rebuilt or re-shipped — we'll keep you posted at every step.
Need to cancel?
Contact us right away — email hello@playfultail.com or call or text (513) 635-9920 with your order number. Most orders are processed automatically the moment they come in, so we can't guarantee a cancellation, but if we can stop it before it ships we'll cancel it with no cancellation fee and refund the item price in full. Made-to-order and personalized items can't be cancelled once production starts. Cancellation policy
Ready to send something back?
Fill in the return form and we'll take it from there.
