FAQ
How can I contact Tails & Wander?
You can email us at support@tailsandwander.com where our customer service team will be happy to help you with whatever you need.
Where do you ship?
We currently ship to the United States, Canada, Australia, and New Zealand.
Where do you ship from?
Our products ship from our fulfillment partners' warehouses. You'll receive a tracking number as soon as your order is on its way.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. Requests after this time cannot be guaranteed. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed?
We process orders Monday to Friday, within 1 to 3 business days of your order date. Orders are not processed or shipped on weekends or public holidays, and processing may take a little longer during holidays and sale periods. Once your order ships, you'll receive a tracking number by email. Estimated delivery is 12 to 25 business days depending on your location. You can track your order anytime using the link in your shipping confirmation.
How long will it take to receive my order?
Due to high demand, orders may take between 2 to 4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office. Payment of these charges is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details, please contact your local customs office.
How do I return an item?
Please contact us at support@tailsandwander.com and our team will guide you through the process.
What if the item(s) I received are defective, incorrect, or damaged?
Please contact us if you have received merchandise that is incorrect, missing, or defective. Include your order number, photographs of the item(s), and any related details when you reach out. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds are credited to your original form of payment. If you paid by credit or debit card, refunds are sent to the card-issuing bank within 7 to 10 business days of us receiving the returned item or processing the cancellation request. Please contact your card-issuing bank with questions about when the credit will post to your account, as it may take some time to appear.