Shipping
Order Processing Time (Handling)
We are committed to fast fulfillment and process most orders within 1 business day of the order being placed.
Shipping Times
For Standard Priority Shipping, please allow 2 to 3 business days for delivery. Delivery times may vary based on location. Orders placed by 3 PM Eastern Standard Time (EST) will be shipped the same day. Orders placed after 3 PM EST will be shipped the next business day. Orders received during American National Holidays will be shipped on the next business day.
UPS Shipping
UPS Two-Day, Three-Day & Ground services do not guarantee Saturday delivery unless explicitly requested, which incurs an additional fee.
Shipping Costs
All orders must be paid in full before shipment. The buyer is responsible for all shipping costs. Please note that shipping times are not guaranteed, and we cannot offer refunds for delays caused by the shipping carrier.
Saturday Delivery
Saturday delivery is available at an additional cost, only upon request.
Carrier Delays
We do not offer expedited or emergency services, and shipping delays due to the carrier (UPS or other services) are not refundable.
Return & Refund Policy
We offer a 30-day return and refund policy on all orders.
✅ Eligible Reasons for Refunds or Returns
We accept returns or refunds under the following circumstances:
- Damaged or Defective Products: If an item arrives damaged or defective, we will offer a full refund or replacement at no additional cost.
- Incorrect Item Received: If you receive an item different from what you ordered, you may request a refund or replacement.
- Slightly Used Products (in Good Condition): Products that have been opened or slightly used but remain in good condition (no excessive wear, damage, or missing parts) may be returned within 30 days of delivery. (customer is responsible to manage return labels)
- Unopened, New Products: Items still in their original, unopened packaging may be returned within 30 days of delivery only if the incorrect item was delivered. Returns for unopened items ordered incorrectly by the customer (e.g., wrong size, product type, or quantity) are not eligible for refund or exchange.
- Pre-approved Exchanges: If an exchange is authorized for a wrong or damaged product and the replacement item is unavailable, a full refund will be issued instead.
- Wrong address: If a package is returned due to an incorrect address, the customer is responsible for the cost of reshipping fee and products. Original shipping fees are non-refundable as they are paid directly to the carrier and returned products are not useable for us. We do not resell the returned items to maintain the quality of products & for the best interest of our buyers.
- Selection Errors: Please choose carefully. Total Tails is not responsible for reshipping items ordered by mistake. Customers are responsible for ensuring all items in their cart are correct before purchase.
❌ Non-Eligible Reasons for Refunds or Returns
We do not accept returns or refunds under the following circumstances:
- Change of Mind: Returns are not accepted if you simply no longer want the item after purchase.
- No Longer Needed: Products cannot be returned because they are no longer needed or were purchased unnecessarily.
- Customer Ordering Errors: Refunds or returns will not be approved for incorrect selections made during checkout, such as wrong size, type, or quantity.
- Customer Mistakes: If an error occurred due to customer input (e.g., wrong shipping address, duplicate order), these are not eligible for refunds or free reshipment.
Return Process
Contact our customer support at [email protected] or call (336) 600-2033 within 30 days of receiving the product.
You will be asked to provide proof of purchase and a photo of the item's condition (for slightly used products).
Refunds for Damaged or Incorrect Items
- If you receive a damaged item, we will issue a full refund for the damaged item(s) or provide a replacement at no additional cost.
- If you receive the wrong item, we will offer a full refund or a replacement item as per your request.
- For wrong items or damaged goods, please send an email with your order number and photos of the item in question. You may also need to contact the carrier to file a claim for insurance purposes.
Restocking Fees
Non-Delivery Restocking Fee: If your order is returned due to an incorrect address, failure to pick up the package, or refusal of delivery, a 25% restocking fee will apply. Shipping fees will not be refunded.
Please double-check your shipping address and ensure availability to receive your package to avoid these fees.
Cancellations Before Shipment
Orders can be canceled before processing for a full refund. Once the order has been processed or shipping labels have been created, a $25 restocking fee will be deducted from the refund.
Exchanges
We offer exchanges for wrong or damaged products, and if the item you wish to exchange for is unavailable, we will offer a full refund.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective or an incorrect order was sent.
Restocking Fees for Non-Delivery
If your order is returned due to an incorrect address or refusal of delivery, a 25% restocking fee will apply, and the shipping fees will not be refunded. We strongly recommend double-checking your shipping address before completing your purchase.
Additional Notes
- Our policy is valid for 30 days from the date of delivery.
- To ensure the smooth return and refund process, please keep the original packaging and any accompanying materials. Items that are excessively worn, damaged, or missing components will not be accepted for return or refund.
If you have any questions or concerns regarding our return policy, please reach out to our customer support team at [email protected] or call (336) 600-2033.
