Refund policy

Return & Refund Policy

Last updated: October 12, 2026

At Tuft & Tail, we want you and your cat to love your order. If something isn't right, we're here to help. Please read this policy before requesting a return, exchange, or refund.

1. 30-Day Money-Back Guarantee

You can request a return within 30 days from the date your order is delivered.

To be eligible for a return, your item must:

Be unused or only gently used
Include all parts and accessories
Be returned in its original packaging where possible
Come with your order number or proof of purchase

2. How to Start a Return

Email us at support@tuftandtail.com with your order number and the item(s) you'd like to return.
We'll reply within 1–2 business days with return instructions and the return address.
Please do not send items back without contacting us first. Packages sent without approval may not be accepted.

3. Return Shipping

For change-of-mind returns, the customer pays the return shipping cost.
If your item arrived damaged, defective, or incorrect, you won't pay anything to fix it (see section 4).
We recommend using a trackable shipping service. We can't be responsible for returns lost in transit.

4. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with your order number and a photo of the problem. We'll send a free replacement or issue a full refund, and in most cases you won't need to send the item back.

5. Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund is approved.
Approved refunds go back to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to post it.
Shipping is free on US orders, so there are no shipping charges to refund.
Free gifts included with your order (such as jingle balls) do not need to be returned.
If you return only part of a bundle (for example, the Complete Kit or a multi-box set), we'll refund the portion of the bundle price paid for the items returned.

6. Exchanges

Want a different option instead? Email us and we'll help. The fastest way is usually to return the original item and place a new order for the one you want.

7. Non-Returnable Items

Refill liners and silvervine chew sticks that have been opened and used, unless they arrived damaged or defective
Gift cards

8. Late or Missing Refunds

If you haven't received your refund after 10 business days, please check with your bank or card issuer first. If you still need help, email us at support@tuftandtail.com.