Contact Returns
Looking to return or exchange your recently purchased Heroes and Tails?
If you would like to return or exchange a product purchased on our web store, please fill out our contact form below including the order number and we will get back to you shortly.
Returns and Exchanges only apply to product that has been purchased from our web shop. Custom collars are non-refundable or nonexchangeable. Please make sure to measure your pets neck accordingly
Cancelling an order
Non-custom order can only be cancelled if it does not have an assigned tracking number for shipping. Any order that has been processed and is in transit is not eligible for cancellation. A return/exchange must be requested once the order has arrived.
Exchanges
Heroes and Tails does not provide direct exchanges. Please see the Returns process outlined below for more information. You may place a new order at any time for a different item.
Returns
Heroes and Tails product that is purchased online (excluding promotional or sale items) can be returned within 15 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. Upon receiving your returned Heroes and Tails merchandise at our warehouse, a refund in the amount of the purchase will be issued to you for the Heroes and Tails product within 10 – 14 business days. This refund will be issued to the credit card or PayPal account that was used to make the original purchase. We cannot refund different accounts or credit cards. * Customers are responsible for all shipping expenses on the return of Heroes and Tails product.*
Additional Information
It is our company policy that the customer must pay for all shipping expenses on the return/exchange of only Heroes and Tails product. Exceptions may be made if the reason for the return is a mistake on our behalf. We will not assume responsibility for misdirected, lost or damaged return shipments. Return shipments should be sent with a courier that offers tracking service such as FedEx or UPS.
All merchandise must be returned unused, unwashed and be accompanied by the original hang tags. The condition of the product is left at the discretion of Heroes and Tails.
All returned items must include the original packing slip as well as the RA (Return Authorization) number that was issued to you clearly printed on the Returns Form.
Sale items
All sale items are final sale and are not eligible for a price adjustment, return, or exchange.
