Return & Refund
1. Our "Sprouting" Guarantee
At Tailsprouts, every product is unique—tailored by you, sprouted by us. Because each item is custom-made specifically for you, we do not hold inventory and cannot resell returned items.
However, we want you to be happy with your purchase. Our policy is designed to be fair to both you (the creator) and us (the maker).
2. Damaged, Defective, or Incorrect Items
(Case: It's our fault)
If your order arrives damaged, printed poorly, or if you received the wrong item, please let us know immediately. We take full responsibility for "sprouting" mistakes.
- Solution: We will send you a free replacement or issue a full refund.
- No Return Needed: You do not need to return the defective item to us. Keep it, donate it, or recycle it.
- How to Claim: Please email us at [service@tailsprouts.com] within 7 days of receiving your order. You must attach a clear photo showing the issue.
3. Customer Remorse & Ordering Mistakes
(Case: You changed your mind, chose the wrong size, or made a typo)
Since your item is permanently personalized with your unique design/name, we cannot accept standard returns for non-quality reasons.
However, we understand that sometimes errors happen. We offer two options under our "Fair Sprouting" Promise:
- Option 1: Remake (The "Second Chance") If you made a mistake (like a typo or wrong size) but still want the product, you can pay a 50% Remake Fee (of the original price). We will prioritize producing and shipping a brand new, corrected item to you. This is much cheaper than buying a new one at full price.
- Option 2: Refund (The "Parting Ways") If you simply don't want the item anymore, we can issue a refund minus a 40% Personalization & Crafting Fee.
- Why the fee? This fee covers the cost of materials, labor, and the custom printing process that has already taken place.
- Shipping Costs: Please note that original shipping costs are non-refundable.
4. Order Cancellations
We start working on your order very quickly to ensure fast delivery.
- First 6 Hours (Free Cancellation): You may cancel your order for a full refund within 4 hours of placing it.
- After 6 Hours: Once your order enters the production ("sprouting") phase, it cannot be canceled for free. If you insist on canceling after production has started but before shipping, the 40% Personalization Fee will apply.
- After Shipping: Once an order has been shipped, it cannot be canceled. Please refer to Section 3.
5. Lost Packages
If your tracking number shows "Delivered" but you can't find the package:
- Check your mailbox, porch, and with neighbors.
- Contact the shipping carrier (USPS/DHL/etc.) directly.
- Note: Tailsprouts is not responsible for stolen packages or lost items verified as "Delivered" by the carrier. We recommend choosing Insured Shipping at checkout for added protection.
6. Contact Us
To start a return or refund request, please contact our support team at [support@tailsprouts.com]. Please include your Order Number and photos of the item (if applicable).