FAQ
SHIPPING & DELIVERY
When will my order ship?
Orders are processed within 1–2 business days (Monday–Friday). Once shipped, you will receive an email with your tracking number.
Do you offer order tracking?
Yes! Every order comes with a tracking number sent directly to your email as soon as your package ships.
How long does delivery take?
We offer one streamlined shipping method:
• Standard Shipping: 7–14 business days
(Please account for 1–2 business days of processing time prior to shipment).
Do you offer express shipping?
Not at this time, but we are actively working to add expedited options in the near future.
Where do you ship?
We currently ship primarily to the United States, shipping however is available in other regions including Canada, the United Kingdom, Australia, and New Zealand.
Why hasn’t my tracking updated yet?
Tracking numbers may take 24–72 hours to update in the carrier’s system. This is completely normal and does not affect your delivery speed. If your tracking hasn’t updated after 3 business days, please contact us at: support@modtails.com
ORDERS
I made a mistake with my order—can I change it?
To ensure fast delivery, our warehouse begins preparing orders immediately. You have a strict 2-hour window after placing your order to request any modifications or cancellations. Email us at support@modtails.com within 2 hours of placing your order. Once an order is processed or shipped, we can no longer make changes.
Can I cancel my order?
Yes, provided it is within the 2-hour window and has not yet been processed or shipped. If the order has already shipped, you may return it once it arrives following our standard return policy.
My package says “delivered” but I can’t find it.
Occasionally, carriers mark packages as delivered before they physically drop them off.
1. Check with neighbors or building management.
2. Look around your property and secure locations.
3. Wait 24 hours.
If it is still missing after 24 hours, contact us at support@modtails.com and we will help investigate with the carrier.
RETURNS & REFUNDS
What is your return policy?
We offer a 30-day Money-Back Guarantee. You may return products within 30 days of delivery for a refund.
Products must be:
✔ Unused
✔ In original packaging
✔ In original condition
For full details, see our Refund Policy.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the product is:
• Defective
• Incorrect
• Damaged
How do I start a return?
Email us at: support@modtails.com
Please include:
• Your order number
• The reason for your return
• Photos (if the item is damaged or defective)
We will review your request and send you step-by-step return instructions.
What if my item arrives damaged or defective?
We will fix it immediately. Simply contact us with photos and your order number. We will send a replacement or a full refund—no return needed in most cases.
When will I receive my refund?
Refunds are processed 5–7 business days after we receive and inspect the returned item. Your bank may take an additional 3–10 days to show the refund on your statement.
PRODUCTS
Are your products safe for pets?
Yes—our products are made from pet-friendly materials and designed for everyday use. As with any pet product, always supervise your pet while using any toy or feeding accessory.
Do you offer replacements for worn-out items?
If your item arrives damaged or defective, we will replace it immediately. For normal wear and tear over time, replacements are not covered.
Do you provide instructions for using your products?
Yes—most items include basic usage instructions on the product page. If you need additional help, contact us anytime.
PAYMENTS
What payment methods do you accept?
We accept all major debit and credit cards through our secure checkout. All payments are encrypted and processed securely by our payment partners.
Are my payment details safe?
Absolutely. We use Secure Socket Layer (SSL) encryption and trusted payment processors. We do not store your credit card details.
CONTACT US
If you didn’t find the answer you were looking for, we’re here to help:
support@modtails.com
Our team responds within 24–48 hours (Monday–Friday).