Returns & Refunds

We want you and your dog to be completely happy with your purchase. If for any reason you’re not satisfied, you may return your bed within 30 days of delivery, subject to the conditions outlined below.

Return Conditions

To be eligible for a return, your order must meet all of the following conditions:

  • The return must be initiated within 30 days of delivery.
  • The bed must be clean and free of damage, including rips, tears, chew marks, stains, odors, urine, feces, or vomit.
  • The bed must be returned vacuum-sealed and in its original box. If the vacuum-seal has been broken or the original box is no longer available, returns in an alternative box are accepted with a restocking fee.

Original Packaging Returns (No Restocking Fee)

If your bed is still vacuum-sealed and you have the original box, please use it for your return.

If the vacuum seal has been opened, you may still qualify for a standard return by having the bed professionally recompressed and vacuum-sealed. Many moving, packing, or shipping service providers offer this.

To qualify for a return with no restocking fee:

  • The bed must be fully recompressed and vacuum-sealed.
  • The bed must fit securely in the original box.

Returns that meet these conditions will be processed under our standard return policy with no restocking fee.

Alternative Packaging Returns

If you no longer have the original box or the bed is not vacuum-sealed, we can still accept your return under the following conditions:

  • A 25% restocking fee will be deducted from your refund to cover inspection, sanitation, repackaging, and processing.
  • The item must still meet all cleanliness and condition requirements listed above.

Returns that do not meet these requirements, or are shipped without approval, will not be accepted and will not qualify for a refund.

Return Shipping

The customer is responsible for all return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit during a return. Original shipping charges are non-refundable.

How to Initiate a Return

  1. Contact us at hello@tailmade.co within 30 days of delivery to request a return authorization.
  2. Our team will confirm eligibility and provide the return shipping address.
  3. Ship the item back using a trackable carrier and share your tracking number as proof of return.
  4. Once we receive and inspect the return, your refund will be issued to your original payment method within 2–5 business days.

Incorrect Shipping Address

We are unable to issue refunds for orders shipped to an incorrect address provided by the customer. Please double-check that your shipping address is accurate before placing your order, and include any delivery instructions needed to ensure a successful delivery.

Refused Shipments

Please do not refuse delivery of your package. Refused shipments are significantly more likely to be lost or damaged in transit, which can make it difficult or impossible for us to process a refund. We are unable to take responsibility for packages that are lost or compromised after being refused at delivery. Following our standard return process is the best way to protect your order and your refund eligibility.

Order Cancellations

If you need to cancel your order, please email us as soon as possible at hello@tailmade.co. Please note the following:

  • If your order has already shipped and cannot be intercepted, cancellation is not possible. You will need to receive the order and follow our standard return process to obtain a refund.
  • A cancellation request submitted prior to order fulfillment does not guarantee that we can accept your cancellation. Our support team may take some time to see your request, and your order may have already shipped by then.
  • All cancellations are subject to a 3% transaction fee to cover payment processing costs associated with the transaction.

Final Sale Items

The following items are final sale and not eligible for return or refund:

  • Personalized or embroidered items
  • Replacement covers and add-on products

Stolen or Missing Packages

If your package is marked as delivered by the carrier but has been stolen or cannot be located, we are unable to take responsibility for reimbursement. To reduce the risk of theft or missed deliveries, we recommend:

  • Shipping to a work address or location where someone will be present at the time of delivery.
  • Requesting delivery to a local post office, carrier store, or designated pickup location.

Additional Notes

  • Orders placed through third-party retailers must follow that retailer’s return policy.