Last updated: August 4, 2026
We want you to understand how returns, replacements, and refunds work before you order.
Return requests
You may request a return within 30 days after delivery. To be eligible for a change-of-mind return, an item must be unused, unwashed, free of pet hair and food residue, and returned with its original packaging and accessories.
For hygiene and food-contact safety, products that have been used with food, treats, saliva, or a pet may not be eligible for a change-of-mind return. This limitation does not reduce any rights you may have for goods that are damaged, defective, unsafe, or materially different from their description.
Starting a return
Contact us through our Contact page before sending any item. Include your order number, the reason for the request, and photographs if the item is damaged, defective, incomplete, or incorrect.
If a return is approved, we will provide return instructions and the correct return address. Do not send merchandise to the supplier or to any address shown on the original parcel unless we instruct you to do so.
Damaged, defective, missing, or incorrect items
Inspect your order when it arrives. Contact us promptly if an item is damaged, defective, missing, or incorrect. After reviewing the information provided, we will offer an appropriate remedy, which may include a replacement, refund, or other solution required by applicable law.
Return shipping
For an approved change-of-mind return, the customer is responsible for return shipping unless applicable law requires otherwise. If the item is damaged, defective, or incorrect, Pounce & Tale will cover reasonable return shipping or provide another appropriate remedy.
Cancellations
Contact us as soon as possible if you want to cancel an order. We cannot guarantee cancellation after the order has entered processing or fulfillment. If an order cannot be canceled, the applicable return rules will apply after delivery.
Refunds
We will notify you after reviewing an approved return or other refund request. Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for the refund to be submitted, plus any additional time your bank or card issuer requires to post it.
Original shipping charges are not refundable for change-of-mind returns unless applicable law requires otherwise. If more than 15 business days have passed since we approved a refund and it has not appeared, contact us through our Contact page.
Non-returnable items
We cannot accept returns of gift cards, personalized items, or items that have been used in a way that creates a hygiene or safety concern, except where the item is damaged, defective, unsafe, misdescribed, or applicable law provides otherwise.