Frequently Asked Questions

Cancelling an Order

Once an order is processed, we are unable to change or cancel it as the system is focused on processing and shipping orders.

In rare instances, we may need to cancel all or part of an order for reasons
including:

• Unavailable product(s)
• Difficulty in processing your payment information
• Inability to ship to address provided
• Existence of a duplicate order

If your order is canceled, you will receive an e-mail notification. You will not be billed for any canceled products.

Checkout

When you are ready to check out, go to your card using the shopping bag icon at the top of the screen.   You will be presented with the items you added to the cart.  You will be asked to enter the key information needed to process your order along with several optional data:

• Ship To address
• Contact information options including email and SMS
• Select your desired shipping method.  Cost by option is provided.
• Payment information and billing details.
• Enter any discount code you may have.

You will have the option to save your information for faster checkout in the future.  The next time you check out here or on other stores powered by Shopify, you will receive a code by text message to securely purchase with Shop Pay (provided by Shopify).

Forms of Payment

Tails and Tweed accepts Visa, Mastercard, Amex, Discover, JCB, Shop Pay, Apple Pay, Google Pay and Meta Pay.

How can I track my shipment?

Download the Shop app from the order status page and create an account and you can track your shipment.  Shop is free, and is available on mobile devices with the following operating systems:

• iOS (version 11.0 or later for Shop version 2.16.2 and later) for iPhone, iPad, and iPod touch
• Android (version 5.0 or later) for smartphones and supported tablets

Customers can use the Shop app to track any valid tracking number. After a customer creates a Shop account, Shop automatically syncs with Tails and Tweed.

How long is delivery with the Free Shipping option?

Orders are shipped within 1 business day of purchase.  Your product should arrive within 2-5 business days once it is shipped. See the delivery timeframe map to estimate the time to your delivery destination.

What if I want the item faster than the Free Shipping timeframe?

During checkout you will be offered the free shipping as well as offered other options that are faster and have a cost. The cost and time will be displayed for you. Select the option that you prefer. In all cases the order will be shipped within 1 business day of purchase. We always aim for same day or next day hand off to the shipping company.

What if I need to change the delivery address after the Order is placed?

Unfortunately, we are not able to recall or change an address for delivery once the order has been placed.

Please check our Shipping Page for additional details.

How do I make a return if I am not satisfied or have a problem with my product?

We want you to be 100% satisfied with your purchase.  Contact us at support@tailsandtweed.com to request a return or exchange and will provide detailed instructions on how and where to send your package.  Please check our Returns Page for additional details.

How to setup of a Chatsworth Bed https://youtu.be/Fb0sD_eXJT4

How to setup of a Denali Bed https://youtu.be/o_xz346WXWk 

How to install an Apple Airtag into the Big Apple AirTag collar https://youtu.be/mb8s673U5pU

How to install an Apple Airtag into the Orchard collar is simply by opening the snaps on the collar, inserting the tag and fastening the snaps.  The product page includes a photo of the snaps.

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

Yes. You can redeem multiple gift card during checkout.

Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.

Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Can gift cards be used in conjunction with a discount code?

Yes, gift cards are a form of payment.

How do I check the balance on my gift card?

Customers can check their balance on the gift
card page. 

How can I access gift cards which were misplaced or never received?

Customers can click Resend gift cards from their order confirmation email.