Questions for calmer pet living.
Find clear answers about orders, delivery, returns, product care, pet essentials, and getting support from Tailhaven. Every detail is written to help you shop with confidence for dogs, cats, and the daily rituals that make home feel softer.
Search the essentials.
Type a keyword like shipping, returns, grooming, toys, order tracking, or product care to narrow the FAQ list.
Orders
Helpful details for checkout, order updates, edits, and tracking after purchase.
How do I know my Tailhaven order was received?
After checkout, you should receive an order confirmation at the email address used during purchase. Keep this email for your records, as it includes the key order details you may need when contacting support.
Can I change or cancel my order after placing it?
Please contact us as soon as possible through the Contact page. If the order has not yet moved into processing, we will do our best to help. Once an order has entered fulfillment, changes may not be available.
Where can I track my order?
You can visit Order Tracking and enter your tracking information when it becomes available. Tracking details may take a little time to update after the carrier receives the package.
Why is my order split into more than one package?
Some pet products may ship separately due to size, packaging requirements, or item availability. If your order arrives in multiple packages, each shipment may have its own tracking update.
Shipping
Shipping timelines and delivery expectations for pet essentials and home comfort items.
How long does Tailhaven take to ship orders?
Orders are prepared and shipped within 3–5 business days. Delivery time after shipment depends on the carrier, destination, and local delivery conditions.
Will I receive tracking information?
Yes. When tracking is available, it will be sent to the email address used at checkout. You can also check updates through Order Tracking.
What should I do if my tracking has not updated?
Carrier scans can sometimes pause between facilities. If your tracking has not updated for several business days, contact us with your order number so we can review the shipment details.
Do larger pet items require special handling?
Beds, carriers, storage items, and larger home accessories may require more protective packaging. This helps reduce damage during transit and may affect how the package is scanned by the carrier.
Returns
Guidance for return requests, product condition, and refund review.
How do I start a return request?
Please review our Refund Policy and contact us through Contact Support with your order number, item name, and the reason for your request.
What condition should returned items be in?
Returned products should be unused, clean, and in their original packaging where possible. For hygiene reasons, some pet care, grooming, feeding, or wellness items may have return limitations once opened or used.
When will my refund be reviewed?
After a returned item is received and inspected, the refund request will be reviewed according to the policy terms. Processing time may vary depending on the payment provider and bank.
What if my item arrived damaged?
Please contact us promptly with your order number and clear photos of the item, packaging, and shipping label. This helps us review the issue accurately and guide you through the next steps.
Products
Choosing the right everyday essentials for dogs, cats, and shared homes.
What kinds of pet products does Tailhaven carry?
Tailhaven focuses on pet essentials and pet lifestyle products, including feeding and watering, grooming and cleaning, health and wellness, training, waste care, beds, blankets, toys, collars, leashes, travel, outdoor, and home accessories.
How do I choose the right size for collars, harnesses, beds, or carriers?
Always measure your pet before ordering and compare the measurements with the product information on the product page. For comfort items, consider your pet’s sleeping style, movement, and preferred resting position.
Are product colors and textures exactly the same as photos?
We aim to present products clearly, but slight differences may appear due to lighting, screen settings, fabric texture, material finish, or natural variation between batches.
How can I shop by pet routine?
Start with your pet’s daily rhythm: meals, grooming, play, rest, walks, travel, and cleanup. You can browse all products through Shop All or use product categories to narrow your selection.
Care
Simple care notes to help products last longer and stay comfortable in everyday use.
How should I clean pet beds, blankets, and soft accessories?
Follow the care instructions listed on the product page or product label. As a general habit, remove loose hair first, use gentle cleaning methods, and allow soft items to dry fully before returning them to your pet’s space.
How should I care for bowls, feeders, and watering items?
Clean feeding and watering items regularly with pet-safe routines. Replace water often, inspect parts for buildup, and follow any product-specific care instructions for filters, lids, seals, or removable components.
When should I replace toys or enrichment items?
Inspect toys often for cracks, loose parts, torn seams, or sharp edges. Replace any item that looks damaged or unsafe for continued play, especially for pets who chew strongly.
Do grooming and wellness items replace veterinary care?
No. Grooming, cleaning, calming, dental, and wellness products are intended for everyday support and routine care. For medical concerns, symptoms, or urgent changes in behavior, contact a licensed veterinarian.
Support
How to reach Tailhaven for product questions, order help, and policy guidance.
How can I contact Tailhaven?
You can email us at info@tailhaven.xyz, call 2243909783, or send a message through the Contact page.
What information should I include when contacting support?
For faster help, include your order number, the email used at checkout, the product name, photos if relevant, and a clear description of your question.
Where is Tailhaven located?
Tailhaven business address: 1419 BROWN AVE UNIT C Evanston IL 60201.
Where can I read store policies?
You can review key policies through the policy links on this page, including Privacy Policy, Terms of Service, and Refund Policy.
Clear policies, warmer support, better daily care.
We keep the help experience simple: practical shipping timelines, straightforward return guidance, and support that understands pet homes are full of small routines that matter.
Still looking for an answer?
Send us a note with your order number or product question. We will help you review the details and point you toward the right information.