We accept return and exchange requests within 30 days of delivery. The 30-day window begins on the day the carrier marks your package as delivered, not the day your order was placed.

Please contact us before sending anything back. Items sent back without an approved return request may not be accepted.

To be eligible for a return or exchange, items must reach us in new, resalable condition:

• Unworn and unused, with no pet hair, dirt, odor, or signs of wear
• Complete, with all original tags, hardware, and packaging
• Accompanied by your order number or proof of purchase

Our harnesses use a breathable inner mesh that picks up hair easily, so please check the item carefully before sending it back.

Returns do not cover damage from chewing, rough play, or use beyond what the product is designed for. If you believe an item has a genuine quality issue, contact us at hello@soulandtail.co with photos and we will review it carefully.

We do not accept returns on final sale items, which are clearly marked as final sale at the time of purchase. All other products are eligible.

Email us at hello@soulandtail.co and include:

• Your order number
• The email address used at checkout
• The item you would like to return or exchange
• Whether you would like a refund or an exchange
• Photos, if the item arrived damaged, defective, or incorrect

We reply within 1 to 2 business days with a return authorization and full return instructions.

Approved returns are received at our fulfillment center:

13052 Jurupa Ave, Fontana, CA 92337, United States

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

Your first Soul and Tail order is covered by our First Order Promise. If your first order does not work out, your return or exchange is free. We provide a prepaid return label and charge no restocking fee, as long as the item meets the return conditions above.

For any order after your first, return shipping is your responsibility. You can send the item back with a carrier of your choice at your own cost, or ask us for a prepaid label and we will deduct its cost from your refund. A flat $5.00 restocking fee applies to refunds on these orders.

The restocking fee never applies to exchanges. Shipping charges paid at checkout are not refundable on standard returns.

If your item arrived damaged, defective, or incorrect, your return is free on any order. We cover return shipping, charge no restocking fee, and refund the full amount including any original shipping you paid.

A restocking fee covers the work a return takes on our side: receiving the item back, inspecting it against our return conditions, and processing it through our warehouse.

Ours is a flat $5.00. It applies only to refunds on orders after your first. It never applies to exchanges, to your first order, or to items that arrived damaged, defective, or incorrect.

Once we receive your return, we inspect it and issue your refund to your original payment method within 10 business days.

Your bank or card issuer may take additional time to post the refund to your account. If you have not received your refund 10 business days after we confirm it, contact us at hello@soulandtail.co with your order number and the email address used at checkout.

We will email you photos of what we found before we do anything.

Items that do not meet the conditions above cannot be resold as new, so we are not able to refund them. We will ship the item back to you at no cost, or dispose of it if you prefer. The choice is yours.

We never adjust or decline a refund without contacting you first.

Email us at hello@soulandtail.co within 30 days of delivery with your order number and the size, color, or product you would like instead. We will send return instructions and ship your replacement as soon as we receive the original item. Exchange availability depends on current inventory.

On your first order, exchanges are free in both directions. On later orders, return shipping is your responsibility and we cover the cost of shipping your replacement out to you. No restocking fee applies to exchanges on any order.

If the item you want is low in stock and you would rather not wait, you can place a new order for it and request a refund on the original item instead.

Exchanges follow the same conditions as returns. Items must reach us unworn, unused, and in new, resalable condition with all original tags and packaging.

If you have a sizing question before your first walk, contact us. We are happy to help you confirm the fit before your gear heads outside.

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 is free, no fees apply, and we refund the full amount including original shipping.