Refund policy
At IVORYTAIL PET SUPPLY LLC, we want you to be satisfied with your
purchase. If you need to return an item, please contact us before
sending anything back so we can review your request and provide return
instructions.
1. Return Window You may request a return within 30 days after the
order is delivered. To be eligible for a standard return, the item
must be unused and, where applicable, in its original packaging and
condition. Items that arrive defective, damaged, or incorrect will
be reviewed separately and are not required to meet ordinary-use
conditions to the extent required by applicable law.
2. How to Request a Return Email support@ivorytailpetsurrly.com with
your order number, the item you wish to return, and the reason for
the request. Please wait for our instructions before mailing an item
back. Returns sent without prior contact may be delayed or may not
be matched to your order.
3. Return Shipping Costs For approved returns that are not related to a
product quality issue, the customer is responsible for return
postage. For approved returns involving an item that is defective,
damaged, or incorrect, we will cover reasonable return shipping
costs or provide another appropriate solution. We will explain the
arrangements when reviewing your request. We do not charge a
restocking fee.
4. Damaged, Defective, or Incorrect Items Please contact us as soon as
reasonably possible after delivery. Include your order number and,
where reasonably possible, clear photos or video showing the issue
and the packaging. We will review the information and determine an
appropriate resolution, which may include a replacement, reshipment,
or refund, subject to applicable law.
5. Refund Eligibility and Amount For an approved eligible return, we
will refund the product price, applicable taxes, and any actual
original standard shipping charges paid for the eligible item, as
applicable. Standard shipping is currently offered free of charge,
so there is generally no original standard shipping fee to
reimburse. Refunds will be issued to the original payment method
where possible, unless otherwise required by law or agreed with you.
6. Refund Processing Time After a return is approved and any required
item inspection is completed, we will process the refund. Refunds
typically appear within 3–10 business days after processing, but the
timing depends on your bank, card issuer, and payment provider. This
estimate does not limit any shorter deadline required by applicable
law.
7. Order Cancellations You may request cancellation before the order
has shipped by contacting support@ivorytailpetsurrly.com as soon as
possible. We cannot guarantee cancellation once an order has entered
shipping or fulfillment. If we cannot ship an order within a
promised timeframe, we will provide any notices, options, and
refunds required by applicable law.
8. Lost, Delayed, or Damaged Shipments If tracking shows a delivery
problem, or your order has not arrived within the expected
timeframe, contact us with your order number. We will review
available tracking and carrier information and work with you on an
appropriate resolution, which may include a replacement or refund
where warranted or required by law.
9. Exchanges and Replacements Please contact us before returning an
item if you would prefer an exchange or replacement. Availability
depends on stock and the circumstances of the request. If an
exchange is not available, we will discuss other appropriate
options.
10. Product-Specific Exceptions Certain products may have return
limitations for safety, hygiene, or legal reasons where those
limitations are lawful and clearly disclosed. Any such restriction
will not remove rights that cannot legally be excluded, including
rights relating to defective or misdescribed goods.
11. Contact IVORYTAIL PET SUPPLY LLC Email:
support@ivorytailpetsurrly.com
Phone: +1 (513) 430-5835
Address: 200 S 5th St, Louisville, KY 40202, United States Customer service
hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time.
12. Policy Updates We may update this policy from time to time. The
version posted on the website will apply subject to any rights you
have under applicable law.