Find quick answers to the most common questions below. Still need help? Email us any time at support@tailwell.com.
Where do you ship?
We ship worldwide. Wherever you and your pet are, we will do our best to get your order to you.
How long does delivery take?
Orders are processed within 1-3 business days. Most orders then arrive within 10-20 business days, though remote locations can take up to 30 business days.
How much is shipping?
Shipping is free on UK orders over £50. Smaller UK orders and all international orders have a flat shipping fee, shown at checkout before you pay.
Will I get a tracking number?
Yes. As soon as your order ships, we email you a tracking link so you can follow its journey.
Do I have to pay customs or import fees?
For some international orders, local customs or import duties may apply. These are set by your country and are the customer's responsibility.
What is your return policy?
You have 30 days from delivery to request a return on unused items in their original condition. Personalised items (like engraved ID tags) can only be returned if they arrive faulty. See our Refund Policy for full details.
My order arrived damaged or wrong. What do I do?
We are sorry! Email support@tailwell.com within 7 days of delivery with a photo, and we will arrange a free replacement or full refund.
How can I contact you?
Email support@tailwell.com and we will reply within 24-48 hours, 7 days a week. Please include your order number so we can help faster.