For tags purchased directly from Hitail.co, you may return for any reason within the first 30 days by contacting us and requesting a return. We will issue a full refund within 5-7 business days. You must contact us first and get your return approved before you ship it back to us. Any tags that are sent back without prior approval will not be refunded.
You may also return or exchange your tags outside of 30 days if you have an approved warranty claim. You must submit a warranty request and receive approval prior to sending back your tag.
Please note, any shipping charges for both the outbound and return shipment will not be refunded. The customer is responsible for all return shipping fees.
Tags purchased through an authorized 3rd party may qualify for an exchange but not a refund. You may have to return it directly to your authorized retailer. If you purchased from a 3rd party retailer and not Hitail.co, please contact us to discuss your best return options.
Our Limited Lifetime Warranty covers the following:
- Manufacturing defects.
- Metal ring damage due to normal wear and tear.
- Silicone tag damage due to normal wear and tear.
- Safe-scan guarantee: If your QR code won't scan due to normal wear and tear, we'll replace it.
What is not covered:
- Tag or ring damage due to abnormal pet abuse such as chewing, biting, tearing or pulling.
- Lost tags.
- Sun fading or discolorations.
- Any damage or alteration deemed to be due to abnormal abuse and not common wear and tear.
If you would like to make a warranty claim, please contact us.
If your damaged tag is not covered under warranty, you may purchase and activate a new tag for your existing pet as described here.