Answers, fast
FAQs
Everything you need to know about ordering, shipping and returns at Tailburrow. If your question is not here, send us a message and a real person will get back to you.
How quickly can you answer my question?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
Can I change my shipping address after my order has been placed?
Once an order is placed, our warehouse staff can pack and ship your order quickly, so it is not always possible to process address change requests. If you notice an error, please email us as soon as you can with your name and order number so we can try to make a correction to your package before it departs. There is no guarantee we can make it, especially once it leaves our warehouse, but we will do everything we can.
How long is the processing period?
All orders are processed within 5 to 10 business days, excluding weekends and holidays, after you receive your order confirmation email. You will receive a second notification with tracking as soon as your order has shipped.
Which days do you ship on?
Our warehouse processes and ships orders Monday to Friday, excluding major holidays. Orders placed over a weekend or a public holiday begin processing on the next business day.
Will my order come in one package?
Depending on the size of your order you may receive separate packages that may possibly arrive 1 to 2 business days apart. Each package has its own tracking number, so nothing is missing if one arrives before the other.
What happens if an item is out of stock or backordered?
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
I received a damaged item, what do I do?
We are sorry that your shipment did not arrive in perfect condition. Please contact us with your name and order number for further assistance and we will put it right.
How can I track my order?
Simply go to the Track Your Order link in the main menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
Why is my tracking number not working?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. If your order is domestic and the tracking number does not work, please let us know so we can make sure that your items were properly shipped.
The tracking number says delivered, but I have not received my order. What now?
All domestic delivery issues become the responsibility of USPS once the package has been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office, and let us know if you need us to step in.
What do I do if something is missing from my order or is damaged?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days from the delivery of your order, so make sure to contact us within that time frame. To get hold of us, please either use the Contact Us page or email us at tailburrow@gmail.com.