FAQ

Frequently Asked Questions (FAQ)

Last Updated: 24 August 2026

Welcome to the Pets Tails Frequently Asked Questions page.

Here you can find helpful information about ordering, delivery, returns, refunds, payments, products, and customer support.

These FAQs provide a general summary of our services. For complete information, please also review our Terms of Service, Shipping & Delivery Policy, Returns & Refund Policy, Payment & Billing Policy, Privacy Policy, and other applicable policies.

Orders

How can I place an order?

You can place an order through petstails.co.uk by:

Browsing our available products.
Selecting the product you would like to purchase.
Adding the product to your shopping basket.
Reviewing your order and delivery information.
Selecting an available delivery method.
Completing payment through our secure checkout.

After submitting your order, you may receive an order acknowledgement or confirmation using the contact information provided during checkout.

Can I change my order after placing it?

If you need to change an order, please contact Pets Tails as soon as possible.

We may be able to assist if your order has not yet been processed or dispatched.

Once an order has been prepared for dispatch or handed to the courier, changing products, quantities, or delivery information may no longer be possible.

Email: contact@petstails.co.uk
Phone: +44 178 274 5186

Can I cancel an order?

If your order has not yet been dispatched, please contact us as soon as possible and we will check whether cancellation is still possible.

If the order has already been dispatched, you may need to follow the applicable return or statutory cancellation process after receiving it.

Consumers purchasing online may also have cancellation rights under UK consumer law for qualifying purchases.

Please refer to our Returns & Refund Policy for complete information.

How do I know if my order has been accepted?

After submitting an order, you may first receive an acknowledgement confirming that we have received your order.

An acknowledgement does not necessarily mean that the order has been formally accepted.

Further information about when a contract is formed can be found in our Terms of Service.

Shipping & Delivery

Where are orders dispatched from?

Pets Tails processes and dispatches orders from within the United Kingdom.

Where do you currently deliver?

We currently deliver within the United Kingdom, unless another destination is specifically made available through our website or checkout.

Delivery availability may depend on the destination, postcode, product, or courier service.

How long does order processing take?

Orders are normally processed within:

1–3 business days after payment confirmation.

Business days are Monday to Friday, excluding UK bank and public holidays.

Orders placed during weekends or public holidays normally begin processing on the next available business day.

What delivery options do you offer?

Our current delivery options are:

Economy Shipping
Estimated delivery after dispatch: 5–8 business days
Cost: Free

Standard Shipping
Estimated delivery after dispatch: 3–4 business days
Cost: £15 GBP

Available options will be displayed during checkout where applicable.

Does the delivery estimate include order processing?

No.

The estimated delivery period starts after your order has been dispatched.

For example, your total estimated waiting period may include:

1–3 business days for processing; plus
The estimated courier transit time for your selected delivery service.

Are delivery dates guaranteed?

Unless Pets Tails specifically agrees to a guaranteed delivery date, delivery periods are estimates.

Delivery can occasionally be affected by circumstances such as:

Severe weather
Courier disruption
Public holidays
Peak shopping periods
Seasonal demand
Transportation problems
Other circumstances outside our reasonable control

Your statutory delivery rights under UK consumer law remain unaffected.

Will I receive tracking information?

Where tracking is available for the delivery service used, tracking details may be provided after your order has been dispatched.

Please note that tracking availability depends on the courier and delivery method.

Tracking information may also take some time to become active after dispatch.

What should I do if my parcel is delayed?

If your parcel has not arrived within the expected delivery period, contact us with your order information.

We may check the available tracking information and contact the delivery provider where necessary.

Please review our Shipping & Delivery Policy for additional information concerning delayed or missing parcels.

What happens if my parcel is lost?

If a parcel appears to have been lost while being delivered by a courier arranged by Pets Tails, please contact us.

We will review the situation and, where appropriate, investigate with the delivery provider.

Depending on the circumstances and your legal rights, an appropriate resolution may include a replacement or refund.

What should I do if my order arrives damaged?

Please contact us as soon as reasonably possible if your order arrives damaged.

We may ask you to provide:

Your order number
A description of the problem
Photographs of the damaged product
Photographs of the packaging

Please keep the product and packaging until we have advised you of the appropriate next step.

Returns & Refunds

What is the Pets Tails return period?

Pets Tails offers a 30-day return period for eligible products.

For online orders, the period generally begins on the date the product is delivered to you.

Products returned under our voluntary change-of-mind policy should normally be:

Unused
In a resaleable condition
Returned with their original packaging where reasonably possible
Complete with any components and accessories originally supplied

Some exclusions may apply.

Your statutory rights for faulty, damaged, or misdescribed goods are separate from our voluntary return policy.

Do online customers have a legal right to cancel?

For many qualifying distance purchases, UK consumer law generally provides consumers with a 14-day cancellation period beginning when the goods are received.

After notifying the retailer of cancellation, consumers generally have a further period in which to return the goods.

Exceptions can apply to certain categories of products.

Please refer to our Returns & Refund Policy for full details.

How do I request a return?

Contact Pets Tails before sending a return and provide:

Your order number
The product you would like to return
Your contact information
The reason for the return, where relevant

For faulty, damaged, or incorrect products, we may also request photographs or other reasonable evidence.

Email: contact@petstails.co.uk
Phone: +44 178 274 5186

We will provide the appropriate return instructions.

Who pays for return shipping?

For eligible change-of-mind returns under our voluntary return policy, customers are generally responsible for return delivery costs unless we agree otherwise.

Where a product is faulty, damaged, incorrect, or not as described, Pets Tails will handle return costs or arrangements where required by applicable UK law.

Can I exchange a product?

If you would prefer an exchange, please contact us before returning your product.

Exchanges are subject to product availability.

If the requested replacement is unavailable, another appropriate option may be offered, such as a refund.

When will I receive my refund?

Refunds are generally processed after an eligible return has been received and reviewed.

Where a refund is approved, it will normally be issued using the original payment method.

After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Statutory refunds will be processed within the time limits required by applicable UK law.

What should I do if my refund has not arrived?

If we have confirmed that a refund has been issued but you have not received it:

Check your original payment method.
Contact your bank, card issuer, or payment provider.
Allow for any processing period communicated by your payment provider.
Contact Pets Tails if the refund still cannot be located.

Please provide your order number when contacting us.

Payments & Billing

What payment methods do you accept?

The following payment methods may be available through our checkout:

American Express
Apple Pay
Diners Club
Discover
Google Pay
Maestro
Mastercard
Shop Pay
UnionPay
Visa

The payment options displayed during checkout determine which methods are available for your specific transaction.

Availability may depend on your device, browser, payment provider, or other technical factors.

What currency do you use?

Unless clearly stated otherwise, prices on petstails.co.uk are displayed in British Pounds Sterling (GBP / £).

If your payment account uses another currency, your bank or payment provider may apply currency conversion or international transaction charges.

Is my payment information secure?

Payments are processed through trusted third-party payment service providers using their own payment-security technologies.

Full payment card details are generally handled directly by the relevant payment processor rather than being stored directly by Pets Tails.

We may receive limited transaction information required to process or manage an order, such as payment status, transaction references, or masked payment information.

Why was my payment declined?

Payments can be declined for several reasons, including:

Insufficient funds
Incorrect payment information
Billing address mismatch
Card restrictions
Security or fraud-prevention checks
Payment-provider technical problems

If your payment is declined, please contact your bank or payment provider or try another payment method available at checkout.

Will I be charged immediately?

Depending on the checkout system and payment method used, payment may be authorised or collected when your order is submitted.

Payment being received does not necessarily mean that your order has been formally accepted.

Please review our Terms of Service and Payment & Billing Policy for further details.

Products

Are product photographs accurate?

We make reasonable efforts to present products accurately.

However, minor differences may occur because of factors such as:

Screen settings
Device displays
Lighting used in photography
Manufacturer packaging updates
Minor production variations

Product images may therefore be illustrative where such minor differences do not change the product's essential characteristics.

Your statutory right to receive goods that correspond with their description remains unaffected.

How do I know whether a product is available?

Product availability may be shown on the relevant product page.

Stock levels can change, particularly during busy periods, and displaying a product online does not guarantee continued availability until an order has been accepted.

If we are unable to supply a product you ordered, we will contact you and provide an appropriate resolution.

What happens if an item becomes unavailable after I order?

If a product becomes unavailable before we can fulfil your order, we may contact you to discuss the available options.

Depending on the circumstances, this may include:

Cancelling the unavailable item
Offering an alternative with your agreement
Refunding any payment made for a product we cannot supply

We will not substitute a materially different product without your agreement.

What if the product I receive is faulty or not as described?

Please contact us promptly.

Under UK consumer law, products supplied to consumers must meet applicable requirements concerning satisfactory quality, fitness for purpose, and conformity with their description.

Depending on the circumstances, you may be entitled to remedies including a refund, repair, replacement, or price reduction.

Please review our Returns & Refund Policy for further information.

Website Accounts

Do I need an account to shop with Pets Tails?

The checkout options actually displayed on petstails.co.uk determine whether guest checkout or an account is required for a particular purchase.

Where guest checkout is available, you can purchase without creating a customer account.

Where account functionality is available, an account may provide additional features such as easier access to order information or saved customer details.

Privacy & Security

How does Pets Tails use my personal information?

We collect and use personal information only for appropriate purposes connected with our business, such as:

Processing orders
Arranging deliveries
Providing customer service
Processing payments
Maintaining security
Meeting legal requirements

For complete information, please review our Privacy Policy.

Does Pets Tails use cookies?

Our website may use cookies and similar technologies for purposes including:

Essential website operation
Shopping basket functionality
Security
Preferences
Analytics
Marketing, where applicable and legally permitted

Optional cookies that require consent should not be activated until the necessary consent has been provided.

Please review our Cookie Policy for more information.

Customer Support

How can I contact Pets Tails?

Our customer support details are:

Pets Tails
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk

What are your opening hours?

Our current opening hours are:

Monday to Saturday: 10:00 AM – 4:00 PM
Sunday: Closed

Messages received outside our opening hours may be reviewed during the next available business period.

Additional Information

Where can I find your full policies?

For more detailed information, please review the applicable policies available on petstails.co.uk, including:

Terms of Service
Privacy Policy
Cookie Policy
Shipping & Delivery Policy
Returns & Refund Policy
Payment & Billing Policy
Copyright Infringement & DMCA Policy

If there is any difference between a short answer on this FAQ page and the detailed terms contained in an applicable policy or a mandatory requirement of UK law, the applicable policy and statutory legal requirements will take priority.

Contact Information

If your question has not been answered above, please contact: