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Welcome to Our Help Center! Find answers to common questions about our premium pet products. We're here to guide you through everything from choosing the perfect dog bed or smart feeder to personalizing your custom pet birthday decorations and portrait frames. Can't find what you need? Our friendly customer care team is always ready to help.
We provide free worldwide shipping for most orders above $39 (For remote areas like Hawaii, we may charge additional shipping fees)Orders below this amount will be charged shipping as follows:
International shipping---$10.00 USD
Express shipping--$20.00 USD
After confirming the order（Upon completion of the custom product）, your order will be shipped after 48 hours, all orders will only be dispatched during the working day. It will usually take 7-10 business days for all orders to arrive（Except for remote areas like Hawaii）.it takes 1-2 business days to dispatch an order from the warehouse. Shipping times will then vary based on customer location and from product-to-product; based on demand and shipping location.
Please Note: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.
If the item you ordered is local ready-stock, then this will not happen. As for international shipping methods, tracking information will update automatically as your order is received across borders. Rest assured that your order is in transit and will be arriving soon! Please reach out to our customer service team at contact@tailwaggingpets.com with any additional questions and/or concerns.
Yes, within 48 hours of placing an order, you will receive a confirmation email with an order number. Please contact us if you don't receive one.
We can update your shipping address as long as you contact us with your new address before your order is shipped out. If your package has already shipped, we cannot guarantee your order will be shipped to the new address, but we will try our best.
Once your package ships out, you will receive a shipping confirmation e-mail with tracking information. Or you can go to the TRACK MY ORDER page on our website.
Sometimes the carrier scans the packaged to deliver before the package is out for delivery. Please allow an extra day for the carrier to deliver your order. If you still have not received your order after a day, you can file a claim directly with the carrier or your can reach out to our customer service team at contact@tailwaggingpets.com with any additional questions and/or concerns.
Please contact our customer service team within 24 hours via Live Chat or contact@tailwaggingpets.com for assistance. We will be able to change the order if the package has not been shipped out.
Please get in touch with our customer service team within 24 hours for assistance. We can cancel the order if it has not been shipped out(Except for custom products). If the package has been delivered, please ensure that the product is in good condition and return the product to us. You will need to pay for return shipping.
You can find your order number and other order information by logging into your account(If you have registered an account). You can also check the order confirmation email.
Please rest assured that the item will arrive soon. Items may be shipped from different warehouses and delivered at different times. Please check your order for multiple tracking numbers. You may also reach out to our customer service team at contact@tailwaggingpets.com for further assistance.
Although this rarely happens. If the item arrive damaged, please contact our customer service in a timely manner and we will issue a brand new item once we confirm the item was defective.
We apologize for your less-than-perfect experience.
We offer a 30-day return and refund guarantee if you are not satisfied with these items(Except for custom products). Returned products must be new or in resellable condition. You will need to ship any return with your own carrier of choice at your own expense. To start the return process, please contact our customer service.
Yes, of course. We accept exchanges if the item is unworn or unused, with tags, and in their original packaging. (Clothing and Custom products are unavailable).
Yes, it's absolutely safe to purchase on our site. We promise to protect your data when you browse through our website or place an order online.
Due to the personalized nature of custom orders, which are made specifically for you, our policy is as follows:
All Sales Are Final: Once you approve the design and we begin production, your order becomes final and non-refundable. We cannot accept returns, exchanges, or issue refunds as the item cannot be resold.
Design Revisions: We provide a design preview and offer unlimited complimentary revisions until you are completely satisfied with the final look. (Please note: Some products may have limits on complimentary revisions. Details are listed on the product page.)
Processing Time & Rush Orders: All custom items require a unique processing time. If you need your order rushed, please mention it when placing your order. We will do our best to accommodate your request.
Great question! Because we handcraft each order to your specifications, the production time can differ based on the design's complexity. To give you the best estimate, we list the unique processing time for each custom product directly on its page.
Once your custom product is completed, it will be shipped out within 48 hours.
If you need a specific deadline, feel free to contact us before purchasing—we'd be happy to check for you!
