Tailence FAQ – Pet Products Questions Answered

1. What is Tailence?

Tailence is an online store offering safe, high-quality, and curated products for cats and dogs, including toys, accessories, and practical care items.

 

2. How do I place an order?

Browse products, add items to your cart, and proceed to checkout. You’ll receive a confirmation email once your order is complete.

 

3. How long will my order take to arrive?

Delivery times depend on your location. You’ll see estimated shipping times at checkout and receive tracking information once your order ships.

 

4. Do you ship internationally?

Yes, we ship to multiple countries, including Australia, Canada, New Zealand, United Kingdom, and United States. Available regions will also appear during checkout.

 

5. How can I track my order?

After your order ships, you’ll receive a tracking number via email to monitor your package.

 

6. Are Tailence products safe for pets?

Yes. All products are carefully sourced and designed to be safe, durable, and suitable for pets of different sizes.

 

7. What if a product is sold out?

Some items are restocked regularly. If a product is unavailable, check back soon or contact us for updates.

 

8. How do I choose the right product for my pet?

Consider your pet’s size, age, and needs:

  • Small pets → Ramps, stairs, or smaller toys
  • Active pets → Chew toys, fetch toys, or interactive games
  • Comfort & care → Beds, blankets, or grooming tools

 

9. What payment methods do you accept?

Currently, we accept PayPal for all orders.

 

10. Is my payment information secure?

Yes. All transactions are encrypted and processed securely through PayPal.

 

11. What is your return policy?

Tailence offers a 30-day return policy. To be eligible, items must be unused, in original packaging, with tags, and accompanied by a receipt or proof of purchase. Certain items cannot be returned, including perishable goods, custom or personalized products, personal care items, hazardous materials, sale items, and gift cards.

For returns, contact us at contact.tailence@gmail.com to request a return label and instructions. For customers in the European Union, you have a 14-day cooling-off period to return items for any reason.

 

12. How do refunds work?

Once your return is received and inspected, we’ll notify you if your refund is approved. Approved refunds will be issued to your original payment method within 10 business days. Please note it may take additional time for your bank or payment provider to process the refund. If more than 15 business days have passed since approval, contact us at contact.tailence@gmail.com.

 

13. How can I contact Tailence for support?

 

14. What is the fastest way to get a reply?

Email us at contact.tailence@gmail.com or send us a direct message on Instagram. Instagram DMs are typically the quickest way to get a response.

 

15. How can I stay updated on new products and promotions?

You can subscribe to our email newsletter, which you can find at the bottom of our homepage. By signing up, you’ll receive the latest product releases, exclusive deals, restock alerts, and tips for caring for your pets—straight to your inbox.

 

16. Are Tailence products suitable for all pets?

Our products are designed for cats and dogs. Always check product descriptions to ensure suitability for your pet.

 

17. Where can I buy Tailence products?

All products are available directly on our online store at tailence.store.

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