Shipping Policy

Order Processing

After your order is placed, you will receive an order confirmation email. Please review your order details carefully, including the product, size, side selection, shipping address, and contact information.

Most orders are processed as quickly as possible. Some orthopedic and support products may require additional handling or preparation before shipment. Once your order has entered processing, production, or fulfillment, we may not always be able to cancel or change the order before it ships.

Shipping Times

Estimated delivery times may vary depending on the product ordered, the destination, carrier volume, customs processing, and local delivery conditions.

Delivery estimates shown at checkout or in tracking updates are estimates only and are not guaranteed delivery dates. Delays may occur due to carrier handling, weather, address issues, customs review, import processing, holidays, or other circumstances outside of our direct control.

Shipping Confirmation and Tracking

Once your order ships, you will receive a shipping confirmation email with tracking information. Tracking may take some time to update after the label is created or after the package is handed to the carrier.

If your tracking shows limited movement, “in transit,” or delayed status, this usually means the package is still moving through the carrier network. We recommend monitoring the tracking link regularly for the latest updates.

Carrier Delays

Tailwind Pets is not responsible for delays caused by the shipping carrier, customs, weather, incorrect delivery scans, failed delivery attempts, or other events outside of our control.

We will assist customers in reviewing tracking information and helping determine the best next step, but once a package has been handed to the carrier, final delivery timing is controlled by the carrier.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an incorrect, incomplete, or undeliverable address is provided, delivery may be delayed, returned, or lost. Tailwind Pets is not responsible for failed delivery caused by incorrect customer-provided shipping information.

If a package is returned due to an incorrect address, refusal, missed delivery, or failure to collect the package, any refund or reshipment will be reviewed after the package has been returned to us.

Refused or Denied Deliveries

If a customer refuses delivery, denies the package, or does not accept the shipment, the package may be returned to sender by the carrier.

A refund may only be reviewed once the refused package has been returned to us and inspected. Refunds cannot be guaranteed while the package is still in transit, held by the carrier, or pending return.

If a customer opens a payment dispute or chargeback before the package has been returned and reviewed, the matter may need to proceed through the bank or payment processor’s formal dispute process, which can delay resolution.

Lost, Missing, or Stolen Packages

If tracking shows that a package was delivered but the customer cannot locate it, we recommend first checking with household members, neighbors, building staff, local mailrooms, and the delivery carrier.

Tailwind Pets is not responsible for packages that are marked as delivered by the carrier but are lost, misplaced, or stolen after delivery. However, we will review each case and may assist with carrier investigation where possible.

Import Fees, Tariffs, Brokerage Fees, and Customs Charges

For some orders, the carrier or customs authority may apply import fees, tariffs, brokerage fees, duties, taxes, or other delivery-related charges.

These charges are determined and collected directly by the carrier, customs authority, or local government agency. They are not collected or controlled by Tailwind Pets.

Recent U.S. regulations affecting veterinary-related orthopedic products may cause carriers such as UPS to apply import tariffs or brokerage charges upon delivery in some cases.

If such a fee is charged, customers may contact us with proof of payment so we can review the situation. In some cases, Tailwind Pets may offer a partial or full courtesy reimbursement of the fee at our discretion.

If a customer chooses not to accept the package because of carrier or customs fees, the package must be refused and returned by the carrier before a refund can be reviewed.

Shipping Fees

Shipping fees, expedited shipping fees, carrier fees, customs fees, brokerage fees, and import-related charges may be non-refundable unless otherwise approved by Tailwind Pets.

If a refund is approved, the final refund amount may depend on the order status, shipment status, product condition, return status, and applicable policy terms.

Damaged Packages or Product Issues

If a product arrives damaged, defective, or in unacceptable condition, please contact us promptly with clear photos of the product, packaging, shipping label, and any visible issue.

We will review the case and determine whether a replacement, exchange, refund, or other resolution is appropriate.

Exchanges and Reshipments

Tailwind Pets may offer one free exchange in eligible cases as a customer-support measure. Exchange eligibility depends on the product, condition, sizing issue, and policy terms.

If an exchange or replacement is shipped, the original item may need to be returned according to our return instructions. Failure to return the original item when required may affect refund eligibility or future support options.

Order Cancellations After Shipment

Once an order has shipped or entered the carrier network, it usually cannot be cancelled. If the customer no longer wants the item, they may refuse the delivery or return the package according to our return instructions.

Refunds for cancelled, refused, or returned orders are reviewed once the return has been received and inspected.

Customer Responsibility

By placing an order with Tailwind Pets, the customer agrees to provide accurate shipping information, monitor tracking updates, accept delivery where applicable, and contact Tailwind Pets directly for support before opening a payment dispute.

We are committed to helping customers resolve delivery concerns as quickly and fairly as possible.