Contact our support team
Reach out within 30 days of delivery with your order details and a short note explaining whether you prefer a return, exchange, or replacement review.
Hometail Care Promise
Returns & Exchanges
Pet furniture should feel beautiful at home and comfortable for everyday living. Our returns and exchanges experience is designed to be calm, clear, and supportive, so you can shop Hometail pieces with confidence.
30-Day Window
Free returns and exchanges are available within 30 days of delivery.
Free Shipping
Every Hometail order ships free across the United States.
Fast Delivery
Most orders arrive within 3–5 business days after fulfillment.
24/7 Help
Our support team is available around the clock for order care.
Simple Process
How to start a return or exchange
We keep the process organized from first message to final resolution. Please contact us before sending anything back so we can confirm eligibility, prepare the right instructions, and help protect your item during transit.
Share item condition
For pet beds, sofas, houses, towers, shelves, playpens, crate furniture, and cooling beds, photos help us understand packaging, condition, sizing, and any delivery concerns.
Receive clear instructions
We will provide the correct return or exchange guidance, including packing recommendations and next steps for your specific product type.
Resolution is completed
Once the return is received and reviewed, we complete the approved refund, exchange, store resolution, or replacement according to the case details.
Condition Standards
What we ask before approval
Hometail pieces are made for pets, but return eligibility depends on the item being reasonably clean, safely packed, and complete with included parts or accessories. This helps us review the request fairly and keeps the process efficient.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible. We will review photos, packaging details, and order information to determine the most appropriate resolution.
Include order number, delivery date, and product name.
Keep original packaging when possible for safer transit.
Clean loose pet hair or debris before packing.
Send photos for damage, size issues, or missing parts.
Policy Details
Fair rules for pet furniture
Because pet furniture can be bulky, fabric-based, assembled, or hygiene-sensitive, our support team reviews every request with care. Our goal is to protect your experience while keeping standards clear and consistent.
Start a Request
30
Days from delivery for eligible returns and exchanges.
24/7
Support access for questions before or after delivery.
Eligible returns
Eligible items may be returned within 30 days when they are complete, safely packed, and in a condition suitable for review. Please contact us before returning any item.
Exchanges
Exchanges may be available when a different size, fit, or product style works better for your pet or room. Availability depends on current inventory and item condition.
Damaged items
If your order arrives damaged, contact us with photos of the item, packaging, and shipping label. We will help review the issue and provide the next approved step.
Final review
Refunds or exchanges are completed after the returned item is received and inspected. Original payment timing may depend on your bank or payment provider.
Product Guidance
Return notes by category
Different pet furniture styles require different packing and review details. These notes help customers prepare requests more clearly and help our team resolve them faster.
Pet Beds
Keep covers, inserts, bolsters, and labels together when requesting a return or exchange.
Pet Sofas
Photograph the frame, cushion, legs, seams, and packaging if there is delivery damage.
Pet Houses
Confirm all panels, hardware, cushions, and assembly pieces are included before packing.
Cat Tree Towers
For assembled towers, include photos of posts, platforms, fabric areas, and hardware.
Cat Wall Shelves
Wall-mounted items should include brackets, screws, shelf pieces, and installation accessories.
Pet Playpens
Fold panels carefully and include gates, connectors, locks, and included carrying pieces.
Dog Crate Furniture
Large furniture-style pieces may require special packing guidance before return approval.
Dog Cooling Beds
Cooling surfaces should be clean, dry, and free from punctures beyond reported defects.
Questions
Returns FAQ
These answers are intentionally closed by default, so the page stays clean while still providing complete policy guidance when customers need it.
Contact HometailHow long do I have to request a return or exchange?
You have 30 days from the delivery date to contact Hometail for an eligible return or exchange request. Requests made after the 30-day window may not qualify unless there is a verified delivery or product issue.
Do I need to contact support before sending an item back?
Yes. Please contact support before returning any item. Pet furniture can require specific packing, carrier, or inspection instructions, and unauthorized returns may delay review or approval.
Are returns and exchanges free?
Hometail offers free returns and exchanges within 30 days for eligible items. Our support team will confirm eligibility and provide the correct next step based on product type, condition, and request reason.
What should I do if my item arrives damaged?
Contact support as soon as possible with your order number and clear photos of the item, packaging, shipping label, and damaged area. This allows us to review the issue quickly and recommend the right solution.
Can I exchange for a different size or style?
In many cases, yes. Exchanges depend on item condition and product availability. If your pet bed, sofa, house, crate furniture, or playpen does not fit your space as expected, contact us so we can review options.
When will my refund be completed?
After the returned item is received and inspected, approved refunds are processed back to the original payment method. Bank or payment provider timelines may vary after Hometail completes the refund.
What items may be declined during review?
Items may be declined if they are heavily used, missing essential parts, unsafely packed, outside the 30-day window, or returned without prior support approval. Defect and damage cases are reviewed separately.
Can I return an assembled furniture item?
Some assembled items can be reviewed, but large products such as dog crate furniture, cat tree towers, and pet houses may need additional photos and packing instructions before approval.