Shipping Policy

Every product we offer is made by hand in our Philadelphia factory.
To prevent waste, we do not keep an inventory and everything is made-to-order, except for our Alpha Direct garments.  These are made beforehand and have a quicker turnaround time when ordered. 
  
We try make and ship each order within the time frame noted on the banner on the front page of our website.  Please allow some extra lead time for production when placing large orders.  

Build time is different than shipping time.  Build time refers to the length of time requires to prep, print, press, sew, tape, finish, pack and ship your order.  
Shipping time refers to the length of time the package will be in the mail en route to you. 

You will receive a shipping confirmation email from us with a tracking number once your order has shipped.  You will not receive any other email regarding the production of you order except for the initial order confirmation email.  Rest assured, your order is in production the moment the payment clears and the order appears in Shipstation.  

We have little control over mail delays caused by the post office, inclement weather, incorrect address entry at checkout, and customs.  We are unable to reroute, pause, or edit details on a package once it is handed off to the Post Office.  

We are not responsible for misdelivered/stolen mail.  Please ensure your shipping address is entered in English or Romanji at checkout.  We cannot print shipping labels in other languages and Shipstation will attempt to translate your address, potentially leading to inaccuracies.  

If you are using PayPal or ShopPay or another third party express checkout app, please ensure your native language is set to English.

We are not responsible for misdelivered/returned mail due to the use of third party shipping companies.  Please use reputable vendors if you decide to go this route.

If your order is returned to us due to undeliverable address or unclaimed mail, we will generally try to reach out to you and request a different delivery address to try for the second shipment back to you.  

Returns & Exchanges

High Tail Designs is committed to providing the highest level of customer care. To ensure each customer is completely satisfied, we guarantee all products to be free of manufacturer defects.  Defects may appear outside of the 30 day return period.  For these instances, refunds or replacements will be assessed on a case-by-case basis.  Please email us with pictures of the issue to begin that dialogue. 

We accepts returns or exchanges up to 30 days from the date of purchase. We will email a return shipping label to any customer wishing to return their order. Refunds will be processed once the returned product is delivered to our factory. To process a return, please email info@hightaildesigns.com

High Tail Designs is unable to accept returns for items that have been altered, worn-in, or damaged after being received.

• Punctures, Tears, or burns from improper use
• Damage caused by cleaning chemicals
• Any other forms of damage caused by user
  Dirt or high-wear (excessive creasing of the Dyneema)
  
  
  

Refunds:

Refunds will not be processed for items outside of the 30 day return window which do not have some sort of manufacturing defect.  

Refunds for items that are defective or returned within the 30 day return window will be processed and added back to the original method of payment (credit card, debit card, PayPal).

You will be notified that your refund has been applied via email.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please reach out.

If you have any questions or concerns please do not hesitate to email us: info@hightaildesigns.com

 

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