Refund policy
At WagTrail, we want you and your pup to be happy with your order. If something is not right, we are here to help.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, clean, with all original packaging and accessories included. You will also need the receipt or proof of purchase.
To start a return, please contact us at:
If your return is accepted, we will send you return instructions, including where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages, Defects, or Wrong Items
Please inspect your order when it arrives. If your item is defective, damaged, leaking, missing parts, or if you received the wrong product, contact us as soon as possible at support@wagtrail.store.
Please include your order number and clear photos or videos of the issue so we can review it and make it right.
Non-Returnable Items
Certain items cannot be returned, including:
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Personalized or custom engraved items, unless they arrive damaged, defective, or incorrect
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Used pet products
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Items that are not in their original condition or packaging
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Gift cards
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Final sale items, if clearly marked as final sale
If you have questions about whether your item is eligible for return, please contact us before sending it back.
Exchanges
The fastest way to get the item you want is to return the item you have. Once your return is accepted, you can place a new order for the correct item.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be unused, clean, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.
Please note that personalized or custom engraved items may not be eligible for return unless they are damaged, defective, or incorrect.
Refunds
We will notify you once we have received and inspected your return. We will let you know if the refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Thank you for shopping with WagTrail.
Warmly,
The WagTrail Team