Terms & Conditions

1. Website use and eligibility

The Hometail website is intended for customers who are legally able to enter into online purchasing agreements. By using this website, you confirm that the information you provide is accurate, that you are using the site for lawful purposes, and that you will not engage in activity that damages, disrupts, or compromises the service.

You agree not to use automated scraping, malicious code, fraudulent payment activity, false identity information, misleading order details, abusive messages, or any conduct that interferes with Hometail, our customers, our technology partners, or our fulfillment operations.

2. Orders, payment, and acceptance

Placing an order does not automatically mean the order has been accepted. Hometail may review, decline, cancel, or adjust an order when necessary because of product unavailability, payment concerns, suspected fraud, incorrect information, pricing errors, shipping restrictions, or operational issues.

• Customers are responsible for entering accurate billing, shipping, email, and phone information.
• Payment must be approved before an order can be processed or shipped.
• Order confirmations, shipping notices, and support messages may be sent to the email address provided at checkout.
• Hometail may request additional verification when order information appears incomplete, inconsistent, or unusually high risk.

3. Pricing, offers, and promotions

Product pricing, automatic discounts, promotional offers, product availability, and sitewide campaigns may change without prior notice. Hometail currently offers free shipping on all products, an automatic 15% sitewide discount for email subscribers, selected product promotions with 20% automatic discounts, and no-code promotional experiences when active.

Promotional offers may not always combine with other discounts, refunds, replacements, gift adjustments, or manual support resolutions. If a displayed price, discount, or product detail is clearly incorrect due to a technical or human error, Hometail may correct the issue and contact the customer about the order.

4. Shipping and delivery

Hometail provides free shipping on all products and aims for 3–5 business day delivery after fulfillment under normal conditions. Delivery timing may be affected by carrier capacity, weather, address accuracy, peak order periods, product size, large furniture handling, or circumstances outside our control.

• Customers must provide a complete and deliverable shipping address.
• Large pet furniture may require careful handling, safe delivery access, and prompt package inspection.
• Carrier delays do not automatically create a right to cancellation after shipment has already moved.
• Customers should inspect delivered items promptly and keep packaging when reporting damage or missing parts.

5. Returns and exchanges

Hometail offers free returns and exchanges within 30 days for eligible products under our return standards. Because pet furniture can be bulky, fabric-based, assembled, hygiene-sensitive, or part-specific, customers must contact support before sending any item back.

Return or exchange eligibility may depend on delivery date, product condition, packaging quality, included parts, signs of use, damage details, and whether support instructions were followed. Items returned without prior approval may be delayed, refused, or reviewed separately.

6. Product setup, care, and pet safety

Customers are responsible for choosing products appropriate for their pet’s size, behavior, age, mobility, and home environment. Pet beds, pet sofas, pet houses, cat tree towers, cat wall shelves, pet playpens, dog crate furniture, and dog cooling beds should be assembled, placed, supervised, and maintained according to their intended use.

• Cat wall shelves and climbing products must be installed securely with suitable support and routine checks.
• Dog crate furniture should be placed where airflow, door clearance, and pet comfort are maintained.
• Cooling beds should be inspected for punctures, heavy wear, or damage before continued use.
• Playpens should be used with supervision and positioned away from hazards, cords, fragile decor, or unsafe surfaces.

7. Intellectual property and content

The Hometail name, website design, product copy, page layouts, brand language, photography direction, graphics, icons, policy text, and other site content are protected by applicable intellectual property rights. Customers may view and use the website for personal shopping and order support, but may not copy, reproduce, sell, distribute, or exploit the content without permission.

Customer feedback, reviews, messages, photos, and other submitted content may be used to support customer service, improve product guidance, resolve claims, and operate the store experience, subject to applicable privacy practices.

8. Limitations and service changes

Hometail works to provide a reliable, polished, and customer-friendly shopping experience, but we do not guarantee that the website will always be uninterrupted, error-free, or available at all times. We may update, pause, modify, or discontinue products, content, policies, prices, or services when needed.

To the fullest extent permitted by applicable law, Hometail is not responsible for indirect, incidental, special, or consequential losses arising from website use, product misuse, installation errors, incorrect customer information, third-party carrier delays, or circumstances outside our reasonable control.