FAQ
Have questions? We have answers.
Order Status
How do I check the status of my order?
How do I check the status of my order?
Upon placing your order, please allow 24-72 hours for processing. Our fulfillment warehouses pack and ship your items as soon as possible. Once shipped, you will receive an email notification. You can track your order by visiting the "TRACK MY ORDER" page.
How will I know when my order is shipped?
How will I know when my order is shipped?
You will receive an email notification once your order has been shipped, including tracking information.
How do I contact customer service about my order?
How do I contact customer service about my order?
You can reach our customer service team via email at Support@TailVille.com or call us at +1 650 651 8989 for assistance.
Shipping Times
How long does shipping take?
How long does shipping take?
Please allow 24-72 hours for processing, plus an additional 3 days for shipping. Our fulfillment centers are worldwide. For domestic orders in the United States, shipping typically takes 7-16 days. For international orders, please allow 7-20 days.
What shipping methods do you use?
What shipping methods do you use?
We use a variety of shipping methods including air, sea, and land, depending on the destination and order size.
How do I track my shipment?
How do I track my shipment?
Once your order is shipped, you'll receive an email with tracking information. You can also visit the "TRACK MY ORDER" page for updates.
Why does shipping take so long?
Why does shipping take so long?
Our products are unique and significantly lower priced than competitors. This can lead to longer shipping times, but we work hard to ship your order as quickly as possible.
Do you ship internationally?
Do you ship internationally?
Yes! We ship worldwide to ensure every customer has a great shopping experience.
Website Security
Is your website secure with my information?
Is your website secure with my information?
Absolutely! We use SSL security to encrypt all personal information. We don't store your credit card information, and it is used one time only upon purchase. We never store private customer details!
What measures do you take to protect customer data?
What measures do you take to protect customer data?
In addition to SSL encryption, we follow PCI DSS standards, ensuring secure handling of credit card data. We also use firewalls and security software to protect customer information.
How do I know if my payment is secure?
How do I know if my payment is secure?
Our payment gateways are PCI DSS-compliant, and SSL encryption ensures that all transactions are securely processed.
Ordering
How do I order on your website?
How do I order on your website?
Find the product you want and click "Add to Cart" or "Buy Now." Fill in your shipping and billing information, and we'll ship your order as soon as possible!
Can I change my order after placing it?
Can I change my order after placing it?
If your order hasn't been processed or shipped, you can contact customer service to make changes. However, once shipped, changes can't be made.
How do I apply a discount code?
How do I apply a discount code?
During checkout, you'll see a field for discount codes. Enter your code there, and the discount will be applied to your total.
Product Quality and Guarantees
Does TailVille provide a quality guarantee for all products?
Does TailVille provide a quality guarantee for all products?
Absolutely! If you don't like a product or find damages, contact us immediately. We strive to ensure the best shopping experience. You can exchange your product for free by shipping it back to us with image proof sent first.
What should I do if my product arrives damaged?
What should I do if my product arrives damaged?
Contact customer service immediately with photos of the damage. We'll arrange for a replacement or refund.
How do I return a product?
How do I return a product?
Contact customer service, provide proof of purchase, and ship the item back to us. Once received and inspected, we'll process your return.
Shipping Costs
How are shipping costs calculated?
How are shipping costs calculated?
Shipping costs are based on the method (air, sea, or land) and product weight/volume. Different shipping companies have different rates, so it's best to compare options. For more details, please contact us directly.
Do you offer free shipping?
Do you offer free shipping?
We occasionally offer free shipping promotions. Check our website or sign up for our newsletter for updates.
Can I choose my shipping method?
Can I choose my shipping method?
Depending on your location and the product, you may have options for different shipping methods at checkout.
Buyer Protection
What is Buyer Protection?
What is Buyer Protection?
Buyer Protection provides guarantees, enabling confident shopping:
- If the item doesn't arrive within the promised time
- If the item received isn't as described
- If a genuine item is fake
How do I request a refund under Buyer Protection?
How do I request a refund under Buyer Protection?
Contact customer service with your order details, and we'll guide you through the refund process.
What if I receive a counterfeit product?
What if I receive a counterfeit product?
Contact us immediately, and we'll arrange for a refund or exchange under the Buyer Protection guarantee.