Talis-us

Returns & Exchanges

Last updated: July 2026

Return & Exchange Windows

We apply different policies by product category because not every item carries the same return risk. Here's exactly what applies to your purchase.

Product Category	Window	Condition Accepted	Eligibility
Pet food, treats & supplements	30 days	Unopened	Full Refund / Exchange
Litter & bedding	30 days	Opened or unopened	Full Refund / Exchange
Accessories, toys & enrichment	30 days	Unopened	Full Refund / Exchange
Grooming & feeding supplies	30 days	Unopened	Full Refund / Exchange
Specialty habitats & lighting	30 days	Unopened preferred; opened eligible	Store Credit – 15% Restocking Fee
Training devices	30 days	Defective units only	Defective Only — See Policy Below
Medications & prescription diets	—	—	Final Sale
Personalized or custom items	—	—	Final Sale (unless defective)

How to Start a Return

Contact us within your return window Email [email protected] or use our contact form. Include your order number and a brief description of the issue.
Add a photo or video (if applicable) For damaged, defective, or incorrect orders, please include visual documentation so we can resolve your case quickly.
Receive your return authorization We'll respond within 1–2 business days with a return authorization and next steps.
Ship it back (if required) We provide a prepaid label for defective items. For preference-based returns, use a carrier of your choice. Original shipping fees are non-refundable.

Good news for food returns: You do not need to ship back opened pet food or treats. We'll process your refund or exchange once your request is confirmed — no return shipment required for consumables.

Refund Options

We offer three resolution options. You choose what works best for you.

Best Value

💳

Store Credit

Issued immediately upon approval — no bank processing wait. We add a 5% bonus credit as a thank-you for keeping it in the Talis-us family.

🔄

Exchange

We'll ship a replacement or alternative product. Great if your pet needs a different flavor, formula, or size.

💰

Original Payment Refund

Processed within 5–7 business days of return approval, applied to your original payment method.

🐾 The Picky Pet Guarantee

If your pet turns their nose up at a new food or treat — even after it's been opened — return it within 30 days for a full refund or exchange, no questions asked.

We know switching foods takes trial and error, especially for pets with sensitivities, allergies, or strong preferences. Our curated selection includes limited-ingredient, single-protein, and specialty diet options precisely to help you find the right fit. If you'd like a recommendation before trying something new, our team is happy to help.

Training Device Policy

Talis-us holds all training tools to strict humane standards. We include full disclaimers and recommend veterinarian or certified behaviorist guidance for any aversive training device.

Defective units may be returned or exchanged within 30 days. Please include a photo or video demonstrating the defect.
Preference-based returns (you changed your mind or your trainer recommended a different approach) are evaluated case by case. Contact us and we'll do our best to find a fair resolution.
Used, working units showing normal wear cannot be restocked and are not eligible for refund.

Shop with confidence: If you're unsure whether a training tool is right for your pet, reach out before purchasing. We'd rather help you choose correctly the first time.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, we take full responsibility. Contact us within 7 days of delivery with your order number and a photo or video of the issue. We will send a replacement or issue a full refund at no cost to you, including return shipping if applicable.

Specialty & Micro-Store Items

Talis-us operates specialty micro-stores for specific keeper communities — including Ant-Keeping, Backyard Flock, and Bearded Dragon HQ. Returns for these categories follow the same general policy above, with the following notes:

Live animals, live feeders, and live colonies are final sale. We are not responsible for losses due to improper housing, temperature, or care after delivery. Please review our species care guides before purchasing.

Specialty lighting and heating equipment (reptile UVB bulbs, basking fixtures, ceramic heat emitters) must be tested within 7 days of receipt. Defective claims after 7 days may be subject to manufacturer warranty processes rather than a direct return.

Frequently Asked Questions

Do I need the original packaging to make a return?

For most items, no. For specialty habitats or electronics, original packaging helps protect the item in transit and may affect restocking eligibility.

Can I return a gift?

Yes. Gifts can be exchanged or returned for store credit. We do not issue refunds to a payment method that isn't yours.

My pet ate the whole bag before I realized they didn't tolerate it well. What do I do?

Contact us. If the food caused a noticeable reaction — digestive upset, skin issues, etc. — we want to know. We'll work with you to find a solution, whether that's a refund, an exchange, or a recommendation for a better-fit formula.

My item was on sale. Can I still return it?

Yes, within the applicable return window. Refunds on sale items are issued at the sale price paid.

Can I return an item I bought in a bundle?

Individual items within a bundle may be returned or exchanged. The refund will reflect the pro-rated value of that item within the bundle.

How long does a refund take to appear on my statement?

Store credit is issued immediately upon approval. Refunds to your original payment method are processed within 5–7 business days and may take an additional 2–5 days to appear, depending on your bank or card issuer.

What if I ordered the wrong size or flavor?

No problem — contact us within 30 days. If the item is unopened, we'll exchange it. If it's opened and it's a consumable (food, treats, supplements), our Picky Pet Guarantee still applies.

Need Help?

We're a small, passionate team that genuinely cares about your pets.
If something isn't right, just reach out — we'll take care of you.

📧 [email protected]
🕐 Monday – Friday, 9am – 5pm PT | Response within 1–2 business days

Contact Support →

Talis-us reserves the right to update this policy at any time. Changes will be posted on this page with an updated date.
For purchases made before a policy change, the policy in effect at the time of purchase applies.