Refund policy

Refund Policy

Last updated: October 15, 2026

At Kindred Tails, every product is made with care for the dogs we love. Because our supplements are consumables your dog ingests, we can't accept returns of opened or used products. That's a safety measure for every pup we serve. If something arrives damaged, defective, or wrong, we'll make it right.

This policy applies to orders placed directly on mykindredtails.com, operated by Avive Creation INC, d/b/a Kindred Tails ("Kindred Tails," "we," "us").

What's eligible

We offer a replacement or refund only for:

  • Damaged items: product or packaging damaged in transit (for example, a torn or leaking sachet or a broken container).
  • Defective items: a manufacturing defect, such as a broken seal on arrival, missing contents, or product past its expiration date at delivery.
  • Wrong items: you received a product, size, or quantity different from what you ordered.

What's not eligible

  • Opened, used, or partially used products that aren't defective
  • Change of mind, or a dog who simply isn't a fan of the taste
  • Products damaged after delivery through improper storage or handling
  • Items bought from Amazon, Chewy, or any other retailer (see below)

Returns: We don't accept returns of opened or used supplements. For safety reasons, returned consumables can't be resold. If we need the item back, for example for a wrong-item shipment, we'll send you a prepaid return label. Please don't send anything back without contacting us first.

How to request a replacement or refund

Please contact us within 14 days of delivery. Email woof@mykindredtails.com and include:

  • Your order number
  • Clear photos of the product and the outer packaging (and the shipping label, if the box was damaged)
  • A short description of the issue

We'll reply within 2 business days. If your claim is approved, we'll let you know the next steps.

Replacement or refund

Once we approve your claim, we'll send you a free replacement or issue a full refund for the affected item, including any shipping you paid for that item. Where possible, we'll honor your preference between a replacement and a refund. If an item is out of stock, we'll issue a refund.

Refund timing: Refunds go back to your original payment method. Once approved, we process refunds within 5 business days. Depending on your bank or card issuer, the credit typically shows up within 5–10 business days after that.

Lost or stolen packages

If tracking shows your order as delivered but you can't find it:

  • Check around your property and with neighbors or your building's mail room, and wait 48 hours, since carriers sometimes mark a package delivered early.
  • If it still hasn't turned up, email us at woof@mykindredtails.com within 14 days of the delivery date shown on tracking, with your order number.

We'll open a claim with the carrier and work with you on a solution. If a package is lost in transit before delivery, we'll send a replacement or issue a refund once the carrier confirms it's lost. Please double-check your shipping address at checkout. We can't be responsible for orders shipped to an incorrect address that you entered, though we'll do our best to help.

Order cancellations

You can cancel an order before it ships for a full refund. Email woof@mykindredtails.com with your order number as soon as possible. Once an order has shipped, it can't be canceled, and the eligibility rules above apply.

Subscription orders

Subscription shipments follow this same policy. You can skip, pause, or cancel your subscription at any time before your next billing date through your customer account or by emailing us at woof@mykindredtails.com. If you're charged for a renewal you meant to cancel and the order hasn't shipped, contact us and we'll cancel and refund it.

Purchases from Amazon, Chewy, or other retailers

This policy covers only orders placed on mykindredtails.com. If you bought Kindred Tails products on Amazon, Chewy, or from another retailer, please follow that seller's return and refund policy.

Questions

We're here to help.

Email: woof@mykindredtails.com

Kindred Tails (Avive Creation INC)
525 S Santa Fe Ave
Los Angeles, CA 90013