TAILWAGGERS Bronson: 323.464.9600 - Fairfax: 323.658.2222
TAILWASHERS 323.464.9600 ext. 2

Customer Service

When will my order ship?

Our typical shipping time is one to four business days on in-stock merchandise. In the event we are out of stock on the item you have selected, you will be notified via email. Your card will not be charged if we are out of stock. To check the status of your order, click on “MY ACCOUNT” link on the top of this page.

What are your shipping options?

Rates for shipping are calculated based on the amount of your purchase and there is free shipping on orders of $49 or more.

At Tailwaggers, we ship to anywhere in the contiguous U.S. states (We cannot ship to a PO Box). UPS ground shipping takes 1-7 business days to arrive once it leaves our warehouse in Los Angeles, California. Please allow up to 10+ shipping days for orders shipping to APO/FPO addresses. When your order ships, you will receive a shipping confirmation email with a tracking number and you can use to track your order.

All online ordering is done through our SSL-enabled secure payment server. We accept Visa, Mastercard, Discover, & American Express.

Is my order secure?

We definitely understand this concern with shopping online. Tailwaggerspets.com is committed to the complete privacy and security of your personal information. Tailwaggerspets.com utilizes a number of encryption and security devices to make your shopping experience a safe and happy one. We utilize SSL (Secure Sockets Layer) technology to encrypt your information before it is sent over the Internet. All of your personally identifiable data is private and is never shared with or bought by any outside organization. We advise all of our users to protect their credit card number by never sending that number (or your Tailwaggerspets password) via email. Our Customer Service representatives will never ask you for this vital information.

What is your privacy policy?

Tailwaggers is committed to the complete privacy and security of your shopping experience. No outside firm or entity will be able to view your account information, your purchasing history, or your credit card number. Your personal information will not be sold, and you can withdraw your name and close your account at any time.

How do I contact you?

Please click here to contact us 24 hrs a day, 7 days a week. Alternately, you call our flagship store in Hollywood directly at 323.464.9600. Someone will always be available 7 days week from Noon to 6PM Pacific Standard Time. You can also leave a message on off-hours and someone will return your call on the next day. Our in-store customer service people are happy to assist you with any questions.

When will my credit card be charged?

Your credit card will be charged at the time the order is shipped. Any back-orders are charged at time of shipping.

Do you accept checks or money orders?

We are unable to accept checks or money orders at this time. We accept VISA, MASTERCARD, AMERICAN EXPRESS and DISCOVER.

Will I pay sales tax?

Orders shipping to addresses in California are subject to California state sales tax.

Can I make changes to my order?

Orders are processed when received. To make a change, please call our flagship Hollywood store at 323.464.9600 as soon as possible. Every effort will be made to accommodate your request.

What is your return policy?

– We will refund you the price of the unopened product(s) upon receiving the item(s). Items must be received in a resalable condition.
– Opened items can be returned for a store credit.
– Items received as a gift (paid for by someone other than you) can be exchanged or returned for a store credit.
– We do not accept returns on sale items. All sales are final.
– For health code reasons, we cannot return carriers or beds.

Please contact our Hollywood store at 323.464.9600 or email us at webinfo@tailwaggerspets.com within 30 days of receiving your order to let us know you will be making a return before sending anything back. Address all returns to:

1929 North Bronson Ave
Hollywood CA 90068

Please send your return package via UPS or Parcel Post insured. Insurance protects you in case the items are damaged or lost in transit. Carefully package the items in the original shipping box or any suitable shipping carton using plenty of padding material to protect the product(s) and include a copy of your invoice.

IMPORTANT: Make sure the items are well protected and packaged similar to the way you received them. Whenever possible, use the same packaging that was used to ship the items to you. Items must be received in new/resalable condition for a refund.

Once we receive your return package, we will issue you a refund or store credit for the price of the products you returned (including tax, if any). If you paid by credit card, we will charge-back the amount to your credit card. If you are returning an item because it arrived damaged, we will also refund you the shipping costs to return the item to us.

Please allow up to 14 days for us to receive and process your refund. We will contact you via email to inform you that the refund has been issued.

Exchanging an item at Tailwaggers: If you wish to exchange product(s), please note that return and replacement shipping costs are the sole responsibility of the customer. Return shipping is a service paid to a shipping courier so they will transport your authorized return to Tailwaggers. Replacement shipping is a service paid to a shipping courier so they will transport the replacement item to you.