• Hand wash recommended
• Machine wash inside a laundry bag
• Do not bleach
• Lay flat to dry
• Iron on low heat if needed
• Remove accessories before washing
  
  

Orders are carefully prepared and packed before dispatch.

Order Processing

Ready-stock orders are generally processed within 2–5 business days after payment confirmation, excluding weekends and public holidays. Processing periods may be longer during launches, promotional periods, festive seasons or periods of unusually high order volume.

For pre-order, made-to-order or customised items, the estimated preparation period stated on the relevant product page or order confirmation will apply. Where an order contains both ready-stock and pre-order items, the order may be dispatched together once all items are ready unless otherwise stated.

Singapore & Hong Kong Delivery

Shipping options, charges and available delivery methods are calculated or displayed at checkout based on the delivery destination.

Estimated delivery times shown at checkout or communicated by Miya Tails are provided as estimates only. Actual delivery may be affected by courier operations, customs clearance, local public holidays, weather conditions, peak-season demand or other circumstances outside our reasonable control.

Tracking

Where tracking is available, tracking details will be sent after your order has been dispatched. Please allow some time for the courier system to update after the shipment is collected.

Customers are responsible for ensuring that the recipient name, delivery address, postal code, contact number and other delivery information are complete and accurate before placing an order.

If a parcel is returned to us due to an incorrect or incomplete address, unsuccessful delivery attempts, refusal of delivery or failure to collect the parcel within the courier’s holding period, additional shipping charges may apply before the order can be dispatched again.

Customs, Duties & Import Charges

For international deliveries, including Hong Kong where applicable, the recipient is responsible for any customs duties, taxes, import fees, handling charges or other charges imposed by the destination authorities or courier unless expressly stated otherwise at checkout.

Customs clearance procedures may occasionally delay delivery. Such delays are outside Miya Tails’ direct control.

Delivery Issues

Once tracking shows that a parcel has been delivered, customers are encouraged to check the delivery location, household members, building management or courier delivery records if the parcel cannot immediately be located.

For parcels that appear lost, significantly delayed or damaged during transit, please contact us with your order number and relevant supporting information. We will assist with the courier investigation where reasonably possible.

We want every Miya Tails piece to arrive as expected and be suitable for its intended use. Please inspect your order promptly after delivery.Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.

Change of Mind / Incorrect Size Selection

Unless otherwise stated for a particular product, requests for return or exchange due to change of mind, colour preference or an incorrectly selected size must be submitted within 7 calendar days of delivery.

To be eligible, the item must:

• be unused and unworn;
• be unwashed and unaltered;
• be free from pet hair, odour, stains or other signs of use;
• include its original tags, accessories and packaging where applicable; and
• remain in a condition suitable for resale.
  

Because Miya Tails products are designed to be worn by pets, items showing signs of wear or contact beyond what is reasonably necessary to inspect the product may not be eligible for a change-of-mind return or exchange.

Customers are responsible for checking the sizing information provided on the product page before placing an order. Where an exchange is accepted because the incorrect size was selected by the customer, return and re-delivery shipping costs are generally borne by the customer unless otherwise agreed.

Incorrect, Faulty or Damaged Items

If you receive an incorrect item, or believe an item arrived faulty or damaged, please contact us as soon as reasonably possible after delivery.

Please provide:

• your order number;
• a description of the issue; and
• clear photographs or video showing the item, packaging and relevant defect or damage where reasonably possible.
  

We may request additional information to assess the issue fairly.

Where the item is confirmed to be incorrect, defective, materially damaged on arrival or not as described, Miya Tails will provide an appropriate remedy in accordance with applicable law and the circumstances of the case. This may include replacement, exchange, repair where appropriate, or refund.

Singapore law includes implied protections relating to goods corresponding with their description and being of satisfactory quality. Hong Kong law likewise provides protections relating to the quality, fitness and description of goods.

Natural Variations & Handmade Characteristics

Where applicable, slight variations in colour, print placement, stitching, texture, dimensions or finishing may occur between individual pieces due to fabric characteristics, small-batch production or handmade processes.

Such minor variations are not automatically considered defects where they do not materially affect the product’s appearance, function, safety or conformity with its description.

Colours may also appear slightly different depending on lighting conditions, photography and individual screen settings.

Customised / Personalised / Made-to-Order Items

Customised, personalised or made-to-order items generally cannot be returned or exchanged for change-of-mind reasons once production has commenced.

This does not affect any rights the customer may have where an item is defective, incorrect or materially different from what was agreed.

CalmCore™ and Other Hygiene-Sensitive Items

For hygiene and product-integrity reasons, opened or used products that cannot reasonably be resold may not be eligible for a change-of-mind return.

However, this limitation does not remove any applicable rights relating to products that are defective, damaged, incorrect or not as described.

Return Authorisation

Please contact Miya Tails before sending any item back.

Items returned without prior communication may take longer to process, and we cannot guarantee acceptance where the item does not meet the applicable return conditions.

Customers should use a trackable delivery method when returning an item. Miya Tails is not responsible for return parcels lost or damaged before they are received by us, except where responsibility cannot lawfully be excluded.

Refunds

Approved refunds will generally be made to the original payment method where practicable.

Original delivery fees, return shipping costs, customs duties, taxes and other third-party charges are generally non-refundable for change-of-mind returns, unless otherwise required by applicable law or where the return results from an error attributable to Miya Tails.

Bank, payment-provider or currency-conversion processing times may affect when the refunded amount appears in the customer’s account.

For transactions involving different currencies, the final amount credited by the payment provider may differ slightly from the original amount paid because of exchange-rate movements or payment-provider charges.

Final Sale / Promotional Items

Items clearly identified before purchase as Final Sale, clearance or otherwise non-returnable may not be eligible for change-of-mind returns or exchanges.

This does not affect remedies that may be available under applicable law where goods are defective, incorrect or materially not as described.