Shipping & Returns
Last Updated: October 27, 2024
Shipping Information
1. SHIPPING REGIONS
We currently ship to the following regions:
- United States: All 50 states (excluding territories)
- Canada: All provinces and territories
International expansion to Europe and Australia coming soon!
2. DELIVERY TIMES
All orders are processed within 1-2 business days. Once shipped, estimated delivery times are:
Note: Delivery times may be affected by customs clearance, weather conditions, or carrier delays during peak seasons (holidays, Black Friday, etc.).
3. SHIPPING RATES
FREE SHIPPING on all orders over $50 USD
Orders under $50: Standard shipping rate of $6.99 USD
Shipping rates are calculated based on order weight and destination. Final shipping cost will be displayed at checkout before payment.
4. ORDER TRACKING
Once your order ships, you will receive:
- Shipping confirmation email with tracking number
- Real-time tracking updates via our logistics partner (Cainiao)
- Estimated delivery date notification
Track your order anytime through your Account Dashboard or use the tracking number provided.
5. SHIPPING CARRIERS
We partner with Cainiao Cross-Border Logistics for reliable international shipping. Domestic deliveries are handled by USPS, UPS, or FedEx depending on your location.
Return Policy
1. RETURN ELIGIBILITY
Due to the nature of pet products and mystery boxes, we have the following return policy:
Mystery Boxes: Generally not eligible for return once opened, unless items are defective or damaged during shipping.
Individual Products: Eligible for return within 14 days if unopened and in original packaging.
2. DAMAGED OR DEFECTIVE ITEMS
If you receive damaged, defective, or incorrect items:
- Contact us within 7 days of delivery
- Provide your order number and photos of the damaged items
- Email: support@tailpopsbox.com
We will provide a replacement or full refund at no additional cost to you.
3. HOW TO INITIATE A RETURN
Contact Customer Support
Email support@tailpopsbox.com with your order number and reason for return
Receive Return Authorization
We'll provide a Return Merchandise Authorization (RMA) number and instructions
Ship the Item Back
Pack the item securely with RMA number and ship to the provided address
Receive Refund
Once we receive and inspect the item, refund will be processed within 5-10 business days
4. REFUND PROCESSING
Refund Method: All refunds are processed to the original payment method (PayPal account or credit card).
Processing Time: 5-10 business days after we receive the returned item
Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error (damaged, defective, or wrong item sent).
5. NON-RETURNABLE ITEMS
The following items cannot be returned for hygiene and safety reasons:
- Opened pet treats or food items
- Used or worn pet toys (unless defective)
- Customized or personalized items
- Gift cards or digital products
Need Help?
Our customer support team is here to help with any shipping or return questions.
Email: support@tailpopsbox.com
Response Time: Within 24 hours (business days)
Live Chat: Available Mon-Fri, 9AM-6PM EST