Shipping Policy

At Tailwind Pets, we know that when your dog is dealing with pain, injury, instability, or recovery, every day matters. That is why we work hard to process orders quickly, ship with trusted carriers, and get your product moving as fast as possible.

We use major U.S. and international shipping carriers depending on the destination, available route, warehouse location, product type, and fastest reliable delivery option. Whenever possible, orders are shipped from warehouse locations that allow us to deliver quickly and efficiently to your address.

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, email address, and phone number.

Most orders begin processing quickly. Some orthopedic and support products may require additional preparation, handling, or fulfillment steps before shipment.

Customers may have a short window after placing the order to make changes or request cancellation. Once an order has entered processing, production, fulfillment, or shipment preparation, we may not always be able to cancel or change the order before it ships.

This helps us keep delivery times as fast as possible for customers who need support products urgently.

Fast Shipping and Delivery

We aim to ship orders as quickly as possible and offer express shipping options where available.

Tailwind Pets works with trusted carriers such as USPS, UPS, FedEx, DHL, and other major delivery partners. The carrier used for your order may depend on your location, product availability, warehouse stock, carrier performance, and the route that gives your package the best chance of arriving quickly and safely.

Where available, we use U.S. warehouse fulfillment to speed up delivery for U.S. customers. Product availability may vary by warehouse and location.

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

Delivery estimates shown at checkout or in tracking updates are estimates only and are not guaranteed delivery dates. However, we always aim to use the fastest reliable shipping option available for your order.

48-Hour Express Shipping

For eligible products and destinations, we offer 48-Hour Express Shipping.

This means your package is prioritized for fast handling and delivery through an express or expedited carrier service. Exact delivery timing may still depend on carrier operations, warehouse availability, weekend schedules, holidays, weather, and local delivery conditions.

If a product is available for express shipping at checkout, it is most likely available for fast fulfillment.

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. This is normal. In many cases, tracking becomes active once the package receives its first carrier scan.

If your tracking shows “in transit,” “label created,” “delayed,” or limited movement, this usually means the package is still moving through the carrier network or waiting for the next scan.

We recommend checking your tracking link regularly for the latest updates.

Carrier Delays

Once a package has been handed to the carrier, final delivery timing is controlled by the carrier.

Tailwind Pets is not responsible for delays caused by carrier handling, weather, address issues, incorrect delivery scans, failed delivery attempts, holidays, customs review, import processing, local delivery conditions, or other circumstances outside of our direct control.

However, we will always do our best to help customers review tracking information and determine the best next step.

Incorrect or Incomplete Shipping Address

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

Please make sure your shipping address, apartment number, ZIP code, email address, and phone number are correct before placing your order.

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 because of an incorrect address, refusal, missed delivery, or failure to collect the package, any refund or reshipment will be reviewed once 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, pending return, or not yet received by our warehouse.

If a payment dispute or chargeback is opened before the package has been returned and reviewed, the matter may need to proceed through the bank or payment processor’s formal dispute process. This can delay resolution because the payment provider may restrict direct refund options while the dispute is active.

For the fastest resolution, customers should contact Tailwind Pets directly before opening a payment dispute.

Lost, Missing, or Stolen Packages

If tracking shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, building staff, front desk personnel, local mailrooms, parcel lockers, and the delivery carrier.

Sometimes packages are marked as delivered before final placement, or they may be left in a different secure location around the property.

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, express 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.

To help us resolve the issue quickly, please include clear photos of:

• The product

• The packaging

• The shipping label

• Any visible damage or defect

• Any specific issue affecting the product

We will review the case and determine whether a replacement, exchange, refund, or another 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, product condition, sizing issue, order history, and policy terms.

If an exchange or replacement is approved and 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.

For sizing-related cases, customers may be asked to provide photos, measurements, or a short walking video so our team can better understand the fit before sending a replacement. This helps avoid repeated sizing issues and helps us support your dog properly.

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 delivery where possible 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 receive their products as quickly as possible and resolving delivery concerns fairly.

Our goal is simple: fast shipping, reliable carriers, clear tracking, and support that helps your dog get the relief and stability they need as soon as possible.