Shipping policy

Shipping Policy – Tailtopia

Last updated: June 1, 2026

At Tailtopia, we know you're excited to get your pet's new toys, treats, and travel gear. We work hard to pack and ship your order as quickly as possible. Please read our shipping guidelines below.

1. Processing Time

  • All orders are processed within 1–2 business days (excluding weekends and public holidays).

  • You will receive an email confirmation with tracking information once your order has shipped.

  • During busy seasons (e.g., holidays, sales events), processing may take up to 3 business days.

Note: Orders placed after 2 PM local time will be processed the next business day.

2. Shipping Methods & Delivery Times

We offer the following shipping options (availability depends on your location):



Shipping Method Estimated Delivery Time Cost
Standard Shipping 18 business days Calculated at checkout
Express Shipping 3–7 business days Calculated at checkout
Local Pickup (if available) 24 hours after order is ready Free

Delivery times are estimates and not guaranteed. Tailtopia is not responsible for delays caused by carriers, weather, customs, or other events outside our control.

3. Shipping Destinations

 

For international orders:

  • Delivery may take 10–20 business days depending on customs processing.

  • Customers are responsible for any customs duties, taxes, or import fees imposed by their country.

  • Tailtopia is not responsible for packages delayed or held by customs.

4. Order Tracking

Once your order ships, you will receive a tracking link via email. Please allow up to 24 hours for tracking information to update.

If your tracking number shows "delivered" but you have not received your package:

  1. Check with neighbors or household members.

  2. Look around your property (porch, mailbox, front desk).

  3. Contact the carrier directly.

  4. If still missing, email us within 2 days at helpcentre@tailtopia.co.

5. Lost, Stolen, or Damaged Packages

  • Lost in transit: If tracking has not updated for more than 7 business days, contact us at helpcentre@tailtopia.co. We will file a claim with the carrier on your behalf.

  • Stolen after delivery: Tailtopia is not responsible for packages stolen after tracking shows "delivered." Please ensure you have a secure delivery location.

  • Damaged during shipping: If your package arrives visibly damaged, please:

    • Take photos of the box and contents

    • Email helpcentre@tailtopia.co within 48 hours of delivery

    • Keep all original packaging until we resolve the issue

6. Incorrect Shipping Address

Please double-check your shipping address at checkout. If you realize you entered an incorrect address:

  • Email helpcentre@tailtopia.co immediately with your order number and correct address.

  • If the order has not yet shipped, we will update it for free.

  • If the order has already shipped, we cannot make changes. The package will likely be returned to us. You will be responsible for any re-shipping fees.

Tailtopia is not responsible for orders delivered to an incorrectly provided address.

7. Shipping Restrictions

  • We cannot ship to P.O. boxes for express or oversized orders.

  • Some products (e.g., liquid treats, certain chews) may have shipping restrictions based on your location. We will notify you if this affects your order.

  • We do not ship on weekends or major holidays.

8. Free Shipping (if applicable)

We offer free standard shipping on orders over [insert amount, e.g., $50 / £40 / €45] (after discounts, before taxes). This offer applies only to domestic orders and standard shipping. Express shipping fees still apply.

9. Contact Us

For any shipping-related questions or issues:

📧 Email: helpcentre@tailtopia.co
(Please include your order number for faster assistance.)

Thank you for shopping at Tailtopia — we're honored to help your pets play, snack, and travel in style.