Frequently asked questions
As the website owner, I’d like to introduce our FAQs section to you. FAQs are a collection of common questions to provide quick answers, save time, boost confidence, and reduce support requests. Our FAQ page covers various topics to help you understand our products and services better. If you have any questions or need assistance, feel free to contact our customer support team. Thank you for choosing us!
General Questions
General Questions” is basically where you’ll find answers to all those common things everyone asks about, like how to order stuff, what payment methods we accept, how to return things if they’re not right, and all that jazz. It’s like your go-to spot for quick answers to everyday stuff.
To check the status of your order, go to Orders tracking. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
Most customers can expect to receive their food and supplies within 1 to 3 days. Orders that require prescription approval or personalization may take longer to ship.
Orders over $49 ship free! All other orders ship for a flat rate of $4.95.
To place an order, make sure you are logged in to your Chewy account or create a new account.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous U.S. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There’s no need to call or update anything online.
When you place an order, Tailwagpals contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a canceled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.
We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:
- One authorization charge for the grand total of your order
- Separate, final charges for each shipped box
Rest assured, you’ll only be charged for shipped items.
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
Advanced questions
Advanced Questions on our pet e-commerce website refer to more in-depth and specialized inquiries. These might cover detailed product information, specific service procedures, or customization requests. If you have questions about particular features or need more detailed guidance on our services, you’ll likely find answers and support in this section.
Our return policy is simple and worry-free: If you’re not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please send us a message with your order number.
We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.
Tailwagpals.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Tailwagpals.com does not take title to the refunded item.
Refunds may be issued either to your original payment method or issued to your Tailwagpals Gift Card balance via a Tailwagpals eGift Card. Depending on your banking institution, refunds to original payment methods may take 3 to 5 business days to process. Refunds to your Tailwagpals Gift Card balance via a Tailwagpals eGift Card may take 15 to 20 minutes to process. Refunds to Tailwagpals Gift Card balance are subject to the Tailwagpals Gift Cards Terms & Conditions.
In the US, you can reach one of our devoted customer service reps toll-free at 1-316-369-1389 anytime, day or night – we’re available 24/7. You can also chat or email service@tailwagpals.com and we’ll get right back to you with a response.
When an item is out of stock, you can sign up to be notified when it’s available again. Go to the item page, enter your email address, and Click “Notify Me” to sign up.
You can sign up for notifications for as many items as you’d like. We’ll send one email notification for each item that’s back in stock. Signing up for notifications doesn’t reserve or guarantee item availability.