Return & Refund Policy

At EarthTail, we are committed to providing high-quality products and excellent customer support. Your satisfaction matters to us, which is why we offer a 30-day guarantee on all orders. If you’re not happy with your purchase, you can contact us anytime through our Contact Us page or email.

Cancellation Policy

You may request a cancellation or order change within 24 hours of placing your order.
After 24 hours, the order may already be processing or shipped and cannot be cancelled.

If cancelled within the allowed period, your refund will be processed within 7 business days.

Returns & Refunds

We accept returns for up to 30 days after delivery, as long as:

  • The item is unused

  • It is returned in original packaging

  • All accessories are included

We do not accept returns for:

  • Used or worn items

  • Items damaged through normal use or misuse

Returns requested after 30 days or returned without approval may be subject to a restocking fee of up to 25% of the item price.

To start a return, email info@earthtail.com within 30 days of receiving your order.
All returns must be approved before shipping back to us.

Customers are responsible for return shipping fees, except for items that arrived damaged.
Shipping fees are non-refundable.

After we receive your return, inspection may take up to 10 business days.
Once approved, refunds may take up to 40 business days to appear, depending on your financial institution.

Product Concerns

Your pet’s safety is important to us.
Please use all products responsibly and according to instructions.

EarthTail cannot be held responsible for injuries or damage caused by misuse or neglect.
If any discomfort or issues arise while using our products, stop use immediately and contact our team.

Damaged Items

An item is considered damaged if it arrives broken or defective.
Slight damage to packaging (such as dents or creases) is not considered product damage.

If your item arrives damaged, you must notify us within 48 hours of delivery.
Please email:

  • A clear photo of the damaged item

  • Your order number

  • Your full name

Once confirmed, we will arrange a free replacement.

We cannot accept returns or offer refunds for items damaged through normal wear, tear, or misuse.

Shipping & Delivery

We work hard to ship your order on time, but we cannot control delays caused by couriers, customs, or other external factors.

EarthTail is not responsible for:

  • Lost parcels

  • Stolen parcels

  • Delays caused by the courier or external factors

If delivery issues occur, we recommend contacting the courier directly for the fastest resolution.

Contact Us

If you have any questions about payments or need support, feel free to reach out:

EarthTail
 Email: info@earthtail.com
 Phone: +44 7464 117243
 Address: 15 Queens Walk, Reading, RG1 7QF, United Kingdom
 Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)
 Response Time: 1–2 business days


Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)

We respond within 1–2 business days