Frequently Asked Questions
Got a question? You’re in the right place. We’ve answered some of the most common questions about shopping with Tiny Tails Co below.
Looking for information about a specific product? Each product page also includes its own Product FAQ section with answers about sizing, use, installation, care and other product-specific questions.
Orders
How do I know my order has been confirmed?
Once your order has been successfully placed, you’ll receive an order confirmation email at the email address used during checkout.
If you can’t see it, check your spam or junk folder before contacting us.
Can I change or cancel my order?
We begin processing orders as quickly as possible, so changes or cancellations are not always possible once an order has been placed.
If you need to make a change, contact us as soon as possible at tintails.co@outlook.com and we’ll do our best to help.
What if I entered the wrong shipping address?
Please contact us immediately if you notice an incorrect shipping address.
If your order has not yet been processed or dispatched, we may be able to update it. Once an order has been shipped, we cannot guarantee that the address can be changed.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free shipping on orders over $75.
Shipping costs for orders below the free-shipping threshold will be displayed at checkout.
Where do you ship?
Available shipping destinations will be shown during checkout.
If your address is accepted at checkout, we can generally ship your order to that location.
How long will my order take to arrive?
Delivery times can vary depending on the product, your location and the shipping provider.
Some Tiny Tails Co products may be shipped separately, so items from the same order may occasionally arrive at different times.
You’ll receive tracking information once your order has been dispatched whenever tracking is available.
Why did only part of my order arrive?
Some products may be stored or dispatched from different fulfilment locations.
This means larger orders can sometimes arrive in multiple packages on different days.
Don’t worry — if the remaining items have been shipped separately, they should continue making their way to you.
How can I track my order?
Once your order has been dispatched, tracking details will be sent to the email address used when placing your order.
Please allow some time for the tracking provider to update after receiving your tracking number.
What happens if my tracking says delivered but I can't find my parcel?
First, we recommend checking around your property and safe delivery locations, asking other members of your household, checking with neighbours and contacting the delivery carrier using your tracking number.
If you still can’t locate your parcel, contact us and we’ll help you investigate.
Returns & Refunds
Can I return my order?
Eligible products may be returned in accordance with our Returns & Refund Policy.
Items generally need to meet the conditions outlined in that policy before a return can be approved.
Please review our Returns & Refund Policy or contact us before sending anything back.
What if my product arrives damaged?
If your order arrives damaged, faulty or incorrect, contact us as soon as possible at tintails.co@outlook.com.
Please include your order number, a description of the issue, clear photos or videos showing the problem and photos of the packaging where relevant.
This helps us review the issue as quickly as possible.
Do I need to contact you before returning something?
Yes.
Please contact us before sending a return so we can confirm whether the item is eligible and provide the correct return instructions.
Items returned without prior approval may not be accepted.
Products
Where can I find information about a specific product?
Every Tiny Tails Co product page includes a Product FAQ section containing information specifically related to that item.
Depending on the product, this may include:
- Sizing and dimensions
- Installation
- Recommended use
- Product care
- Materials
- Safety
- Compatibility
- Common product-specific questions
We recommend checking the Product FAQ on the product page before purchasing.
Are Tiny Tails products suitable for every cat?
Every cat is different.
We recommend checking the product description, measurements, weight recommendations and Product FAQ before purchasing.
Always supervise your pet when introducing a new product, especially toys, climbing equipment and products containing moving parts.
How do I know which size to order?
Where applicable, sizing and measurements are listed on the individual product page.
You can also check the Product FAQ section on the relevant product page for additional sizing guidance.
We strongly recommend measuring your available space and your cat before ordering rather than choosing based purely on photos.
Are your climbing products suitable for all walls?
Wall construction can vary significantly between homes.
Any wall-mounted cat furniture must be installed securely using appropriate fixings for your specific wall type.
Please also check the individual product's Product FAQ and installation information before installing it.
If you are unsure, we recommend having the product installed by someone experienced with wall mounting.
Always check that the product is firmly secured before allowing your cat to use it.
How should I introduce my cat to a new product?
Some cats will investigate something new immediately, while others need a little time.
Try placing the product somewhere your cat already feels comfortable. Treats, toys or familiar blankets can also help encourage them to explore it.
Never force your cat to use a product.
Will furniture protection products completely stop scratching?
Furniture protection products are designed to help reduce damage and discourage scratching in protected areas.
However, scratching is a natural behaviour and results will vary between cats.
For the best results, combine furniture protection with suitable scratching posts, mats or climbing products that give your cat an appropriate place to scratch.
Payments
What payment methods do you accept?
Available payment methods are displayed securely during checkout.
The exact options available may depend on your location and the payment methods currently enabled on our store.
Is my payment information secure?
Yes.
Payments are processed securely through the payment providers available through our Shopify checkout.
Tiny Tails Co does not directly store your full payment card details.
What currency are prices shown in?
Prices displayed on our store are shown according to the currency settings available for your location and checkout.
Any applicable final charges will be displayed before you complete your purchase.
Discounts & Promotions
Can I use more than one discount code?
Unless otherwise stated, discount codes generally cannot be combined with other discount codes or promotional offers.
The checkout will let you know whether a discount code is valid for your order.
I forgot to use my discount code. Can it be added afterward?
Discount codes normally need to be entered before the order is completed.
We cannot guarantee that discounts can be applied retrospectively after an order has been placed.
How does the free shipping offer work?
Orders that meet the $75 free-shipping threshold will automatically qualify where the offer is available.
Any applicable shipping options will be shown during checkout.
Product Care & Safety
How should I care for my Tiny Tails products?
Care instructions vary depending on the product.
Check the individual product page and its Product FAQ section for specific cleaning and care information.
As a general rule, avoid harsh chemicals unless the product specifically states they are safe to use.
Should I supervise my cat when using Tiny Tails products?
We recommend regularly inspecting pet products for signs of wear or damage.
Toys and interactive products should be used under appropriate supervision, and damaged products should be removed from use.
Wall-mounted products should also be checked regularly to ensure all fittings remain secure.
Contact Us
Still need help?
Before contacting us, we recommend checking the Product FAQ section on the relevant product page, as many common product questions are answered there.
Still need a hand? We’re happy to help.
Email us at:
Please include your order number when contacting us about an existing order so we can assist you more quickly.
We’ll do our best to make your Tiny Tails Co experience as easy as possible — so you can spend less time worrying and more time spoiling your tiny tail.