FAQ
Where do we ship?
We currently ship Internationally primarily within the United States of America. Tail & Maison is designed and operated from the United Kingdom, but all orders are fulfilled through trusted suppliers and warehouse partners within your region. This means your orders are shipped domestically - no international delays, no custom fees, no surprises. ]
How long does delivery take?
Most orders arrive within 3-7 business days of being placed. Orders are processed within 1-2 business days, after which you will receive a tracking email so you can follow your parcel every step of the way.
Express shipping (2-3 business days) is available at checkout for an additional fee
Do you offer free shipping
Yes we offer free standard shipping on all orders. Express shipping is available at a flat fee regardless of order value
Are your products Vet-Endorsed?
The wellness science behind our product range is grounded in veterinary and animal behaviour research. Licking is clinically linked to the release of endorphins - the repetitive action triggers the body's own calming response, and lick mats are increasingly recommended by vets for anxiety management. Snuffle mats tap into natural foraging instincts that provide proven mental relief. We are actively building partnerships with certified behaviourists and will publish these endorsements as they are confirmed. We always recommend consulting your vet for any serious health concerns - our products complement professional care, not replace it.
Are your products safe? What are they made from?
Every single product within the Tail & Maison range is BPA free, non toxic, and tested for pet safety before its listed. All physical samples go through serious vetting and inspections. If the product fails to meet our standards - whether material quality, size, smell or finish - it doesn't go in the store. Safety is one thing we will never compromise one.
What is the Founding Pet Promise?
The Founding Pet Promise is our return policy. It goes like this: if your pet isn't loving their product, we'll send it to a rescue dog who will, and we'll replace yours free of charge. No awkward return forms. No quiblling. No questions designed to make you give up. Just a straightfoward promise that if it doesn't work for your pet, it works for one who needs it more. Full details are in our Return Policy.
How do I return or exchange a product?
Simply email us at hello@tailmaison.com within 30 days of receiving your order. Include your order number and brief note about what happened - no lengthy explanations needed. We'll take it from there. For defective or damaged, we cover all return shipping. For preference returns (your pet simply didn't take to it,) you'll need to cover return postage. Either way we will make it right.
What payments methods do we accept?
We accept all major credit and debit cards - Visa, Mastercard, and American Express - as well as Paypal and Apple Pay. All payments are processed safety and securely. Your card details are never stored on our servers at any point.
How do I track my order?
Once your oder ships, you'll receive an email containing your tracking number and a direct link to follow your parcel. If you haven't received a tracking update within 3 business days of ordering, please check your spam folder first - then contact us from our contact page or via our email and we will look into it immediately.