Return Policy and Shipping info
Return Policy
At LUCKY TAIL, your satisfaction is very important to us. We know pet parents are busy, so we've made our return policies easy and convenient.
Customers are entitled to a return or exchange within 14 days of their purchase. Outside of 14 days, we cannot offer you a refund or exchange. To be eligible for a return, customers must bring in their items, items must be unused and in the same condition that they purchased or received it, unless it’s a manufacturing defect. They must also be in the original packaging, including all tags. If you are located too far from our store, please contact us by phone or email.
If the condition of your item is not approved for return it will be sent or given back to you.
Items damaged by your pet (i.e chewed, ripped or soiled) or due to misuse (used outside the products intended use, washed incorrectly) or changes in product due to wear and tear will not be considered defective.
You will be responsible for paying for your own shipping costs when returning your item. When sending your item, please include a note inside the package that has your order number and what you'd like to exchange for (or if you prefer a refund/store credit).
Returns can be sent to:
LUCKY TAIL
3322 main st, Vancouver BC CANADA V5V3M8
Only regular-priced items may be returned; unfortunately, sale items, raw and frozen foods cannot be returned. To complete your return, you must present proof of purchases.
Our current delivery zone is within the Lower Mainland. While we strive to deliver goods with efficiency, unpredictable circumstances ie heavy Vancouver traffic, inventory discrepancies and/or out of our delivery zones may result in delays or cancellation on orders. LUCKY TAIL reserve the right to cancel any undeliverable orders. Currently, we do not ship internationally.
For out of province orders, we may be able to accommodate. please contact us at (778)532-5721or email : paw@luckytail.ca
Shipping Notes and Policies
We offer free shipping for Canadian orders over $150-
For shipping outside of BC, please email paw@luckytail.ca for shipping costs.
LUCKY TAIL is not responsible for delayed, lost, stolen or damaged packages. Once we send your order from our shop, it is in the hands of the shipping carrier. We advise you to contact the shipping carrier directly should you have any issues with your delivery.