Shipping & Returns

Fast, friendly, and tail-wag guaranteed.

Shipping Rates & Free Shipping

Free standard shipping on all orders over $50.
Orders under $50 ship for a flat rate of $5.95.
Large or bulky items (crates, cat trees, aquariums, litter boxes) may carry a small additional handling fee, shown at checkout before you pay — no surprises at the door.

Processing Time

Orders are checked, packed, and ready to ship within 1–2 business days.
Orders placed before 2 PM on a business day are typically packed the same day.
You'll get a confirmation email the moment your order ships, with tracking included.

Delivery Timeframes

Shipping Method

Standard

3–6 business days

Free over $50 / $5.95 under $50

Express

1–2 business days

$12.95

Local Pickup (select areas)

Ready same day

Free

Delivery times are estimates from the day your order ships, not the day it's placed. Rural or remote addresses may take a little longer to wag their way to you.

Delivery Timeframes

Every order ships with tracking. Once your package is on its way, you'll receive an email (and can always check Order Tracking in your account) to follow it door to door.

A Note on Perishables

Fresh treats, raw food, and temperature-sensitive items are packed with insulated liners and ice packs when needed, and shipped using our faster delivery options to arrive in the best condition. If anything ever arrives less than fresh, see our damaged-item policy below — we'll make it right.

What We Don't Ship

For everyone's safety (pets included), we don't ship live animals, live plants, or prescription medications requiring in-person verification. These are best sourced through your local vet or pet store.

International Shipping

Currently, Tailspin ships within [your country/region]. We're working on going global — sign up for our newsletter to be the first to know when international shipping arrives.

Returns & Exchanges

Our Promise

Didn't work out? Send it back — no interrogation required. You have 30 days from the delivery date to return most items for a refund or exchange.

What Can Be Returned

Unopened, unused toys, gear, bedding, and accessories in their original packaging.
Unopened bags of food, treats, and litter (for hygiene and safety, we can only accept unopened packaging on consumables).
Items that arrived damaged, defective, or incorrect — any condition, always covered.

What Can't Be Returned

Opened bags of food, treats, or supplements (health and safety come first — but if your pet didn't love it, tell us and we'll help make it right some other way).
Personalized or custom-engraved items (collars, tags, bowls).
Clearance or final-sale items, marked as such at checkout.

How to Start a Return

Request a return from your account under Order History, or email our team with your order number.
We'll send a prepaid return label for eligible returns within the US.
Pack it up in the original packaging where possible, and drop it at any carrier location.
Refund issued within 3–5 business days of us receiving your return.

Exchanges

Prefer a different size, flavor, or color? Let us know when you start your return and we'll ship the replacement out as soon as the original is on its way back to us — no need to wait for the refund to process first.

Refunds

Refunds are issued to your original payment method.
Please allow 3–5 business days after we receive your return for the refund to appear, plus your bank's processing time.
Shipping fees are non-refundable, except when the return is due to our error (damaged, defective, or incorrect item).

Damaged, Defective, or Incorrect Items

If something arrives broken, wrong, or not as described, it's on us. Contact us within 7 days of delivery with your order number and a photo of the item, and we'll send a free replacement or full refund — return shipping included, no cost to you.

Order Cancellations

Need to cancel? Reach out as soon as possible — we can cancel or adjust orders that haven't yet been packed. Once an order ships, it'll need to go through the standard return process instead.

Need Help?

Our support team is made up of real pet parents who are happy to help you track a package, start a return, or just talk through the right food for a picky eater.

📧 Email: dskamlova@gmail.com

📞 Phone: [Add your support number]

🕐 Hours: Mon–Fri, 9 AM–5 PM