Refund & Returns Policy

Last updated: June 2026

At IceTail, we want you and your dog to be completely happy with your purchase. If something isn't right, we'll make it right — simple as that.

30-Day Return Guarantee

We offer a 30-day return policy from the date your order is delivered. If you are not satisfied for any reason, you can return it for a full refund or exchange.

Eligibility

To be eligible for a return, your item must be:

• Returned within 30 days of delivery
• In its original or near-original condition
• In original packaging where possible

We also accept returns on used items that are defective or not as described.

How to Request a Return

1. Email us at support@icetail.co with your order number and reason for return
2. We'll respond within 24 hours with return instructions
3. Once we receive and inspect your item, we process your refund within 3-5 business days

Refund Method

Refunds are issued to your original payment method. You'll receive a confirmation email once processed. Please allow 3-10 business days for the amount to appear on your statement, depending on your bank.

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at support@icetail.co with a photo of the issue. We'll send a replacement at no cost or issue a full refund - your choice.

Wrong Item Received

If you received the wrong item, contact us and we will arrange the correct item to be sent immediately at no extra charge.

Australian Consumer Law

Our returns policy is in addition to your rights under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs. For defective or incorrect items, IceTail covers all return shipping costs.

Contact Us

Email: support@icetail.co
Response time: within 24 hours, 7 days a week