Frequently Asked Questions

About HeyTailz

What is HeyTailz?

HeyTailz is a personalized pet-care brand. We help you find exactly the right products for your pet based on their breed, age, size, coat type, and specific needs — so you stop guessing and start seeing results.

What makes HeyTailz different from other pet stores?

We focus on personalization. Instead of browsing hundreds of products, you answer a few questions about your pet and we recommend what actually fits them. Every product we carry is carefully curated — no filler, no fluff.

Do you offer veterinary advice?

Our recommendations are informational and based on general pet-care best practices. They are not a substitute for professional veterinary advice. Always consult a licensed vet for medical concerns.

Orders & Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), Shop Pay, Apple Pay, and Google Pay.

Can I change or cancel my order?

We process orders quickly. If you need to make a change, contact us at info@heytailz.com as soon as possible. We'll do our best to help, but we cannot guarantee changes once an order has been fulfilled.

Is my payment information secure?

Yes. All transactions are encrypted and processed through secure, PCI-compliant payment providers. We never store your full card details.

Shipping

Where do you ship?

We currently ship within the United States.

How long does shipping take?

Standard shipping typically takes 3–7 business days. Estimated delivery times are shown at checkout.

How do I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for unused, unopened items. See our full Refund Policy for details.

My item arrived damaged — what do I do?

We're sorry to hear that! Email us at info@heytailz.com within 7 days of delivery with a photo and your order number. We'll make it right.

Still have questions?

Reach us at info@heytailz.com and we'll get back to you within 1 business day.