Hometail Customer Care

Refund Policy

Hometail wants every pet furniture order to feel thoughtful from purchase to placement. If your item is not the right fit for your home or your pet, our refund process is designed to be clear, fair, and easy to understand. This policy explains our 30-day free returns and exchanges, item condition requirements, refund timing, order issues, and the steps to take before sending anything back.

30 Days Free returns and exchanges within 30 days of delivery.

No Code Refund support does not require a discount code or special request phrase.

24/7 Help Our support team can guide your return, exchange, or issue review.

View Refund Steps Check Eligibility

A real dog resting comfortably on a soft pet bed in a bright home interior — **Comfort should feel certain** Our return policy helps you shop pet furniture with confidence.

30-day return window

Eligible Hometail products may be returned or exchanged within 30 days of delivery. The 30-day window begins on the date the carrier marks the package as delivered.

Return requests should be submitted before the 30-day window closes.
Items sent back without approval may be delayed or unable to be processed.
Please keep packaging until you are sure the item is the right fit.

Free returns and exchanges

Hometail offers free returns and exchanges within 30 days for eligible orders. Our support team will guide the next step after reviewing your order information and item condition.

Free return support applies to eligible products within the policy window.
Exchanges are subject to product availability at the time of request.
If an exchange item is unavailable, our team can help review refund options.

Condition requirements

Returned items should be clean, complete, and in a condition suitable for review. Because our products are used by pets, items with heavy use, strong odors, damage from chewing, staining, missing parts, or unsafe condition may not qualify.

Include all cushions, panels, covers, hardware, inserts, and accessories.
Do not discard original packaging until the product has been fully checked.
Photographs may be requested to help confirm condition before return approval.

Order issues and damage

If your item arrives damaged, incomplete, defective, or different from what you ordered, contact Hometail support as soon as possible. Please keep the packaging and provide clear photos so the issue can be reviewed accurately.

Take photos of the outer package, inner packaging, product, and affected area.
Do not assemble or continue using an item that appears unsafe or damaged.
Our team will review the issue and guide the appropriate resolution.

Return Journey

A polished four-step process

Hometail keeps the refund experience structured and calm. Please follow these steps before sending back any product so your return, exchange, or order issue can be reviewed without unnecessary delays.

Step 1

Review eligibility

Confirm that the request is within 30 days of delivery and that the item is clean, complete, and ready for review.

Step 2

Prepare details

Gather your order number, delivery name, item name, reason for return, and photos if the item arrived with an issue.

Step 3

Wait for approval

Our support team will review your request and provide next steps. Please do not send an item back before receiving instructions.

Step 4

Refund reviewed

Once an approved return is received and inspected, the refund or exchange process will be completed according to policy.

Product Condition

Furniture deserves careful handling

Hometail sells soft, structured, and furniture-scale pet products. A successful return review depends on receiving the item in a complete and clean condition, with all pieces included. Before returning, please check the guidance for the type of product you ordered.

Pet Beds Return with covers, cushions, bolsters, inserts, and any removable parts included and clean.

Pet Sofas Check legs, cushions, seams, fabric surfaces, and support pieces before repacking.

Pet Houses Include panels, roof pieces, cushions, hardware, and any interior accessories originally received.

Cat Tree Towers Posts, platforms, screws, tools, covers, and base pieces should be complete and safely packed.

Cat Wall Shelves Return shelves with mounting parts, brackets, hardware, pads, and all included components.

Pet Playpens Panels, gate pieces, connectors, locks, hinges, and accessories must be included for review.

Dog Crate Furniture Doors, latches, panels, hardware, frame pieces, and protective components should be complete.

Dog Cooling Beds Cooling surfaces should be clean, intact, flat-packed when appropriate, and free from pet damage.

Important return condition note

Items with excessive pet hair, stains, odors, chewing damage, scratches from misuse, missing hardware, missing cushions, incomplete panels, or unsafe condition may not qualify for a refund. Please inspect the item before sending it back and contact support if you are unsure.

A real cat relaxing on modern cat furniture inside a warm home — **Return complete, return carefully** Furniture-style pet products should be packed with every part included.

Refund Timing

What happens after approval

Refunds are not instant the moment an item is shipped back. Approved returns must be received, inspected, and matched to the original order before the refund can be issued. Once issued, the final posting time may depend on your bank, card provider, or payment method.

Inspection review

Once an approved return arrives, Hometail reviews the item condition, included parts, and order details before completing the refund.

Items must match the approved return request.
All components should be present and packed safely.
Condition concerns may require additional review.

Original payment

Approved refunds are generally issued back to the original payment method used at checkout unless another solution is confirmed by support.

Card refunds may take additional bank processing time.
Payment provider timing can vary after issuance.
Shipping-related adjustments follow the approved resolution.

Exchange options

If you prefer another size, style, or product category, support can review exchange availability within the 30-day policy window.

Exchanges depend on current inventory.
Price differences may need review before completion.
Unavailable items may be handled through refund support.

Order cancellation

If you need to cancel an order, contact us quickly. Once an order has entered fulfillment or shipping, cancellation may no longer be possible.

Cancellation requests are time-sensitive.
Shipped orders may need to follow the return process.
Address or item changes should be requested immediately.

Promotional orders

Refunds for discounted orders reflect the final amount paid after automatic discounts, promotions, or applicable adjustments at checkout.

Email subscribers receive automatic 15% sitewide savings.
Selected promotional products may receive automatic 20% savings.
Refund amounts are based on actual paid order value.

Non-returnable cases

Some items may not qualify if they are outside the return window, incomplete, heavily used, damaged by misuse, or returned without approval.

Used items with stains or odors may be declined.
Missing hardware or parts may affect eligibility.
Unauthorized returns can delay or prevent resolution.

How long do I have to request a return?

You may request an eligible return or exchange within 30 days of delivery. The window begins when the carrier marks the order as delivered. Requests made after 30 days may not qualify.

Are returns and exchanges free?

Hometail offers free returns and exchanges within 30 days for eligible products. The item must meet return condition requirements and the request should be reviewed by support before anything is sent back.

Can I return an item my pet has used?

Light inspection is understandable, but items with heavy use, stains, odors, chewing damage, missing parts, excessive pet hair, or unsafe condition may not qualify. Please keep the item clean, complete, and protected until you are sure it is the right fit.

What if my item arrived damaged?

Keep the packaging and take clear photos of the outer box, inner packaging, product, and damaged area. Contact Hometail support as soon as possible with your order details so the issue can be reviewed.

When will I receive my refund?

After an approved return is received and inspected, Hometail will process the eligible refund. Once issued, the time it takes to appear on your account may depend on your bank, card provider, or payment method.

Can I exchange for a different size?

Yes, eligible items may be exchanged within 30 days when the requested replacement is available. If the item, size, or style is unavailable, support can help review refund options or another suitable solution.

Should I return the item before approval?

No. Please contact support and wait for return instructions before sending back any product. Unauthorized returns may be delayed, difficult to identify, or unable to be processed.

Need Refund Help

Start with support

For return, exchange, damage, or refund assistance, please include your order number, delivery name, item name, reason for request, and clear photos if there is a product or package issue. This helps Hometail review your case quickly and accurately.

Email: support@hometail.lol Phone: +1 (478) 629-8208 Address: 55 Wilbur Way, Covington, GA 30016

Contact Support