Return Policy
Return, Refund & Cancellation Policy
At Enchanted Tails, we want every customer to feel confident and informed when shopping with us. Because we offer intimate, personal‑use products, our return and refund policies follow industry‑standard hygiene guidelines and requirements.
Eligibility for Returns
We accept returns under the following conditions:
- Unopened items may be returned within 30 days of delivery.
- Opened items cannot be returned for hygiene and safety reasons.
- Defective or damaged items may be exchanged or refunded.
- Customers must contact us before sending any item back so we can provide return instructions.
Condition Requirements
To qualify for a return:
- Items must be unused, unopened, and in their original packaging.
- For defective or damaged items, we may request a photo or brief description to help us assess the issue.
How to Start a Return
To initiate a return or exchange:
- Contact our support team at [email protected] or call (804) 620-7600
- Include your order number and a description of the issue.
- We will review your request and provide return instructions if eligible.
Please do not send items back without prior approval.
Refund Method
- Refunds are issued to the original payment method once the returned item is received and inspected.
- Refund requests may also be handled case‑by‑case through consumer support, in accordance with our policies.
Return Shipping Costs
- Customers are responsible for return shipping costs, unless the item is defective or damaged.
- Original shipping fees are non‑refundable.
Exchanges
We offer exchanges only for defective or damaged items.
If the item you received is faulty, we will replace it with the same model or an equivalent item if the original is unavailable.
Order Cancellations
- Orders that have not yet shipped may be canceled.
- Orders that have already shipped cannot be canceled, but may qualify for return if unopened and within the 30‑day window.
Shipping Timeframe
All orders for physical products are shipped out within 3 business days
Order Fulfilment Process
1. Order Confirmation
Once your order is placed, you’ll receive an instant confirmation email with your order details. This lets you verify everything is correct before we begin processing.
2. Processing & Preparation
Our team carefully prepares your items for shipment. This includes quality checks, secure packaging, and discreet labeling. Processing typically takes 1–3 business days.
3. Shipping & Tracking
When your order ships, you’ll receive a tracking number so you can follow your package every step of the way. All shipments are sent in plain, unbranded packaging to protect your privacy.
4. Delivery
Your package is delivered directly to your address by our trusted carriers. Delivery times vary based on your location and the shipping method selected at checkout.
5. Support After Delivery
If you have any questions about your order, need assistance, or experience an issue, our support team is here to help. Just reach out through our Contact page.