We accept return requests within 30 days from the date your order was placed.

This means the 30-day return window begins on the day your order is submitted, not the day the package is delivered. To help us process your request smoothly, please contact us as soon as possible if you would like to start a return or exchange.

After the 30-day window has passed, we may not be able to accept your return.

Please do not send any item back before contacting us. Items sent back without an approved return request may not be accepted.

To be eligible for a return, the item must be in the same condition that you received it.

Returned items must be:

• Unworn or unused
• Clean and free of pet hair, dirt, odor, or signs of outdoor use
• With original tags attached
• In the original packaging
• Accompanied by proof of purchase or order information

Because our products are made for dogs and daily outdoor use, we're careful about returned items for hygiene and quality reasons. Items that show signs of wear, washing, heavy pet hair, strong odors, or use may not be eligible for a refund.

Returns also do not cover damage from chewing, rough play, or use beyond what the product is designed for. Soul and Tail gear is built for everyday walks and outdoor adventures, and we stand behind its quality in those uses. If you believe an item has a genuine quality issue, please contact us at hello@soulandtail.co with photos and we'll review it carefully.

We currently do not accept returns on:

• Gift cards
• Final sale items (including heavily discounted sale items marked as final sale)
• Items that have been worn, used, washed, altered, or damaged after delivery
• Items returned with missing tags, missing parts, or missing original packaging

If you're unsure whether your item is eligible, contact us at hello@soulandtail.co with photos that clearly show the condition of the item before sending it back. We'll help you review the situation.

To start a return, please email us at hello@soulandtail.co. Please include:

• Your order number
• The email address used at checkout
• The item you would like to return
• The reason for the return
• Photos if the item arrived damaged, defective, or incorrect

Once we review your request, we'll let you know whether your return is approved and provide return instructions.

Please do not send your item back before contacting us. Items sent back without an approved return request may not be accepted.

Soul and Tail products currently ship from our fulfillment warehouse located at 11281 Citrus Ave, Fontana, CA 92337, USA.

Please note that we do not accept self-returns to this address.

To start a return, visit our Contact Us page or email us directly at hello@soulandtail.co. If your return is approved, we'll send return instructions to the email address associated with your order, including where and how to send your package.

Please only use the return address provided after your return has been approved by our team. Unauthorized returns, or items sent back without a prior request, may not be accepted or refunded.

For your first Soul and Tail order, eligible returns within the United States are free. This means we will cover the return shipping label and waive the restocking fee, as long as the returned item meets our return conditions.

Return shipping fees and restocking fees do not apply if the return is due to a confirmed damaged, defective, or incorrect item.

For returning customers or later orders, a $5 restocking fee applies to eligible returns, and the return shipping cost may be deducted from your refund if we provide a prepaid return shipping label.

If a returned item does not meet our return conditions, the refund may be denied or adjusted.

For your first Soul and Tail order, eligible returns and exchanges within the United States are free. If your first order does not work out, we'll provide a prepaid return shipping label and waive the restocking fee, as long as the item is unworn, unused, clean, with original tags attached, and in its original packaging.

For returning customers or later orders, return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect. If we provide a prepaid return label for a standard return, the return shipping cost may be deducted from your refund. A $5 restocking fee also applies to eligible returns from returning customers or later orders.

If your item arrived damaged, defective, or incorrect, please contact us at hello@soulandtail.co with your order number and photos. Once the issue is confirmed, return shipping fees and restocking fees will not apply.

For your first Soul and Tail order, we do not charge a restocking fee for eligible returns or exchanges within the United States. For returning customers or later orders, a $5 restocking fee applies to eligible returns. This fee helps cover the time and care required to inspect, handle, and prepare returned items.

Because Soul and Tail gear is designed for dogs and outdoor use, every returned item must be carefully reviewed for cleanliness, condition, tags, packaging, and signs of wear. The restocking fee does not apply if the return is due to a confirmed damaged, defective, or incorrect item.

If a returned item does not meet our return conditions, the return may be denied, or the refund may be adjusted.

The restocking fee does not apply if the return is due to a confirmed damaged, defective, or incorrect item.

Once we receive your returned item, we'll inspect it to make sure it meets our return eligibility requirements. If your return is approved, your refund will be issued to your original payment method.

Refunds are typically processed within 10 business days after the return has been approved. Please note that your bank, credit card company, or payment provider may take additional time to process and post the refund to your account. If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at hello@soulandtail.co with your order number and the email address used at checkout.

In some cases, a refund may be denied or adjusted if the returned item does not meet our return conditions. This may include items that are:

• Used or worn
• Washed or altered
• Damaged after delivery
• Missing original tags
• Missing original packaging
• Covered in pet hair, dirt, or odor
• Returned after the 30-day return window
• Sent back without an approved return request

If there is an issue with your return, we'll contact you after inspection.

We can help with exchanges when available. Because our products come in different sizes, colors, and styles, we understand that sometimes the first choice may not be the perfect fit.

For your first Soul and Tail order, eligible exchanges within the United States are free. For returning customers or later orders, exchange shipping costs may be the customer's responsibility unless the exchange is related to a confirmed damaged, defective, or incorrect item.

If you need a different size, color, or product, please contact us at hello@soulandtail.co within 30 days from the date your order was placed. Exchange availability depends on current inventory.

The fastest way to get a different item is usually to place a new order for the size or color you want, then return the original item once your return request is approved. This helps make sure the item you want does not sell out while your return is being processed. If you prefer to request an exchange instead of placing a new order, email us and we'll help review the available options.

We strive to deliver our products in the best condition, and to ensure every customer has the best experience, we cannot accept exchanges for items that have been used on a walk, trail, training session, or outdoor activity, or items that show pet hair, dirt, odor, washing, damage, or signs of wear.

Items must be unworn, unused, clean, and in their original condition to be eligible for an exchange. For sizing questions before use, feel free to contact us. We're happy to help you choose the right fit before your gear heads outside.

What should I do if my item arrives damaged, defective, or incorrect?

Please inspect your order when it arrives. If your item is damaged, defective, or different from what you ordered, contact us at hello@soulandtail.co as soon as possible so we can review the issue and help make it right. Please include:

• Your order number
• A brief description of the issue
• Clear photos of the item
• Photos of the packaging and shipping label, if the package was damaged

The sooner we receive the details, the easier it is for us to evaluate the issue and find the best solution. Once the issue is confirmed, return shipping fees and restocking fees will not apply.

If you received the wrong item, please contact us at hello@soulandtail.co with your order number and photos of the item you received. Once we confirm the issue, we'll help arrange the next steps. Please keep the item unused, with tags attached, and in its original packaging while we review the request.