How to return an order from Tailwindpets?

At Tailwindpets, we want you to be satisfied with your purchase. We understand that sometimes returns are necessary, and we are here to help you with that process.

You have 30 days from the order date to make a return. You can return the product you do not want as long as it is in perfect condition, without traces of hair, odors, dirt or signs of use. After this period we are not able to offer a return. Custom made items cannot be refunded due to the condition that it's made with specific measurements for your dog and cannot be reused for general orders. Also, we cannot refund Hinge Splints since they are made 1 of 1 and cannot be reused. 

To initiate a return, please send an email to info@tailwindpets.com. 

When making a return, please ensure that the product is in perfect condition, without traces of hair, odors, dirt, or signs of use. If the product received is not in perfect condition, no refund or a discount between 0% and 50% of the amount to be returned may be made.

We only want the best for our customers, therefore we will not be able to reuse products  that have been clearly used by other dogs, due to hygenic reasons. 

Please include the original receipt in the return package, as well as the order invoice or reference (a series of capital letters) to identify your return and speed up the process. If there is no invoice within the package we cannot identify the return which could lead to you not getting a refund.

You may send your return via postal mail or any courier company to our US Address:

America:

Kerkoc LLC FF1296,

United States of America

Please contact info@tailwindpets.com for the full address before making your return.

Remember: The ORIGINAL Invoice NEEDS to be in the RETURN PACKAGE. Furthermore the same name has to be on the packaging. Otherwise we might not find your package. 

Please include the order invoice or the order reference (series of letters in capital letters) in order to identify your return and thus speed up the process.

If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.

If you send your order to us without announcing it via Email - we might not be able to locate it and we will not be able to offer a refund. 

(In certain cases out of courtesy we will offer Store Credit. This Credit has to be used within 3 months otherwise it will expire.)

Please note that from the moment you initiate the return until we receive it, a few days may pass due to postal or logistics management. Once we receive the returned product and verify that it is in perfect condition, we will proceed to refund the amount of the product. The refund may take between 5 and 7 days.

We look forward to helping you next time whenever you need us!