Home / Store Policies

Store Policies


Customer Service

Office Hours and Holiday Schedule

Wholesale Inquiries

Sizing

Product Availability

Canceling an Order

Prices and Tax

Product Descriptions and Images

Purchases and Methods of Payment

Exchange and Return Policy

Restocking Fees

Return Exceptions

Holiday Exchange and Return Policy

Delivery and Charges

Non-Deliverable, Refused or Unclaimed Orders



Customer Service
We pride ourselves on our customer service. We are always willing to assist you with any problems, issues, complaints or compliments you may have. Please contact us by email or telephone. We will respond as soon as possible.

Our customer service phone hours are from 11AM to 4PM Eastern Standard Time, Monday through Friday. We are closed on the weekends and holidays. After hours, you can reach us by email.

Email: help@moderntails.com
Telephone: 646-470-7387

Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder. Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won't let us through.

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Office Hours and Holiday Schedule
We are an online boutique only - we do not have a store front. We are closed on the weekends and for the following holidays:

New Year's Eve and New Year's Day
Martin Luther King Jr. Holiday
Presidents' Day
Memorial Day
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Holiday
Christmas Eve and Christmas Day


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Wholesale Inquiries
Modern Tails is a retailer only. We do not sell any items wholesale.

If you are a designer, manufacturer or wholesaler of dog clothing, dog collars, dog carriers, dog beds or other pet-related items, and interested in doing business with Modern Tails, please send your wholesale information, including pictures, pricing, minimums and any terms to help@moderntails.com. You may also send it by postal mail to: Modern Tails, 83 Canal Street, Suite 202, New York, NY 10002. Please note any information sent to us, including samples, will not be returned. Once we receive your information, we will review it and will contact you should we require any additional information.

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Sizing
We strive to provide accurate sizing information for all our products. Due to differences in manufacturer's sizing and product specifications, we highly recommend you measure your pet precisely to ensure an accurate fit. It is not reliable to purchase our items based on your pet's breed or weight. All our dog clothes, dog collars, dog carriers, dog beds, and other pet products are sized in inches. Please see our Sizing Guide for more information or contact us at help@moderntails.com if you need assistance with sizing.

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Product Availability
Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, sold out, damaged or defective). In such cases, we will notify you via email of the status and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.

Product availability is subject to change without notice. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

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Canceling an Order
Unfortunately, orders cannot be canceled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately notify our warehouse and manufacturers to prepare your order for shipment. We apologize for any inconvenience that this may cause you.

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Prices and Tax
All prices are subject to change without notice. We currently do not have a price-matching policy. Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer. Items purchased and shipped to addresses in New York State are subject to applicable sales tax.

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Product Descriptions and Images
We endeavor to provide accurate and complete descriptions and representations of our products, including our dog clothes, dog collars, dog carriers, dog beds and other pet related items. However, Modern Tails does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or error-free. This site may contain typographical errors or inaccuracies and may not be complete or current. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability, and Modern Tails reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.

If a product offered by Modern Tails is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.

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Purchases and Methods of Payment
We can accept orders through our web site (www.ModernTails.com) or by telephone (646-470-7387). The methods of payment we accept are Visa, MasterCard, American Express, and Discover. We can only sell and ship items to addresses in the continental United States.

Please note that your credit card will not be charged until all items in your order have been shipped. Backordered items are usually shipped within 2-3 weeks from the order date. Should your item take longer than that to restock, we will contact you to make sure that you still want to wait for the item. With your permission, we will then charge your card even though the order has not yet shipped. You can receive a credit to your account should you later change your mind about the backordered item.

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Exchange and Return Policy
We want you to be satisfied with your purchase. If you would like to return or exchange an item, ship it back to us in its original and unused condition within 20 days of receiving it for an exchange, store credit or refund (less a restocking fee). Please note that shipping fees are non-refundable. Exceptions; the following items cannot be returned or exchanged: sale, toys, perishable/food/treats, grooming, engraved, customized, seasonal (Halloween, Christmas, etc.), special occasion, beds and carriers. Some items may not be returned or exchanged, but we note such restrictions on the product detail page.

Ship the original and unused item, along with a copy of your email receipt or packing slip to the address below. We are not responsible for items returned to any other address.

Modern Tails
Attn: Returns & Exchanges
83 Canal Street, Suite 202
New York, NY 10002

Send us an email at help@moderntails.com or indicate in your package if you would like:

* to exchange your item, including item name, size, color and any other option
* to have a store credit issued to you for the full purchase price
* or to have your credit card reimbursed for the purchase price, less a restocking fee

For your protection, we recommend you use FedEx, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns. We cannot accept returns COD. Items received after 20 days will not be accepted for exchange or return and will be shipped back to the customer at their cost.

For exchanges, please do not place a new order through our web site. If you place a new order, your returned item will be treated as a return and may be subject to a restocking fee. If you send the item back to us and note which item you would like in exchange, you will receive complimentary shipping for the exchange and will not be charged a restocking fee.

To qualify for a refund, all items must be returned in its original condition, including the original packaging, containers, documentation, warranty cards, manuals, and/or accessories. Please do not mark or deface original manufacturer packaging in any manner. When returning or exchanging an item with Velcro, please close the Velcro because it can pull on the fabric if stuck. If the item is damaged because the Velcro pulled on the fabric, we will not be able to accept the item for return or exchange. We will not accept returns if the item and its packaging is not in its original condition and will return such items to you at your cost. If you reject that return shipment, Modern Tails reserves the right to liquidate the inventory and withhold credit.

We encourage you to measure your pet as accurately as possible. We cannot honor exchanges or returns for any merchandise that has been used, or is not in its original new condition.

We work hard to process returns as quickly as possible. Please allow 10 to 14 days after we receive the items before receiving your credit or exchange.

At Modern Tails, we strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.

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Restocking Fees
We allow one complimentary exchange per item. After the first exchange, each exchange (or return) will incur a restocking fee of $6 or 10% of the item's value, whichever is greater.

If you return an item and would like a refund to your original form of payment, we will refund your credit card for the purchase price less a restocking fee of $6 or 10% of the item's value, whichever is greater.

If you wish to receive store credit in the form of a gift certificate, no restocking fee will apply.

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Return Exceptions
The following items cannot be returned or exchanged: sale, toys, perishable/food/treats, grooming, engraved, customized, seasonal (Halloween, Christmas, etc.), special occasion, beds and carriers. Some items may not be returned or exchanged, but we note such restrictions on the product detail page.

Sale: Sale items marked as final sale cannot be returned or exchanged

Toys: Due to health regulatoins, any item that falls under our "Dog Toys" category cannot be returned or exchanged.

Perishable/Food/Treats: Due to health regulations, any item that falls under our "Dog Treats" category cannot be returned or exchanged.

Grooming: Due to health regulatoins, any item that falls under our "Grooming" category cannot be returned or exchanged.

Engraved: Any item that is engraved with your specific information, including ID tags, cannot be returned or exchanged. Please check your order carefully for engraved items.

Customized: Any clothing, collar, or other item that is custom-made for your pet cannot be returned or exchanged. Please check your order carefully for customized items.

Seasonal (Halloween, Christmas, etc.) & Special Occasion: Seasonal items with holiday motifs or special occasion clothing such as wedding dresses and tuxedos are not eligble for returns or exchanges.

Beds and Furniture: Due to health regulations, any item that falls under our "Furniture" category cannot be returned or exchanged.

Carriers: Due to health regulations, any item that falls under our "Carriers" category cannot be returned or exchanged.

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Holiday Exchange and Return Policy
Items purchased from November 15 through December 23 can be returned 20 days from the date of receiving the item, or by January 15, whichever date occurs later. All other conditions of our standard exchange and return policy will apply.

For holiday specific dog clothing and accessories, including Halloween and Christmas costumes, clothing and collars, no returns or store credit, please check sizing carefully.

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Delivery and Charges
We charge a flat shipping rate of $6 for standard or ground delivery of your order. We offer free shipping on all orders that total $75 or more, before sales tax. Please note that with standard or ground shipping, your items may take 5 - 15 business days for delivery. If you wish to have your shipment expedited, contact us at help@moderntails.com. The options and ship times may be limited for certain items. Please note that some special product, order, or handling fees may still apply.

At this time, we can only sell and ship items to U.S. delivery addresses in the 48 continental states only, not including Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products.

Our flat rate or free shipping offer may be used in conjunction with a promotional certificate. The flat rate or free shipping offer excludes certain oversized items and those items will include a statement on their product detail pages that state they are not eligible for the flat rate or free shipping offer.

We reserve the right to change or discontinue our flat rate or free shipping policy at any time.

Modern Tails uses FedEx, UPS, the US Postal Service and other delivery services for delivery of your items. Due to orders being fulfilled from different warehouses, items may be shipped by any one of these delivery services. Many of our items are shipped from several sources; thus your items may be shipped separately from each other, even on the same order. The options and ship times may be limited for certain items. Once an item is shipped, you will receive an email confirmation and you can then track your order. Packages shipped via US Postal Service display a delivery confirmation only. Detailed tracking information is not available.

You can expect most packages to be delivered to their destination within 5 - 15 business days from the ship date. Please remember that certain larger items, like beds, or customized items can take up to eight weeks for delivery.

If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at help@moderntails.com for assistance.

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Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a 20% restocking fee. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.

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