FAQ

Frequently Asked Questions

Are your tails made in Australian?

Yes! Hello Tails is proudly Australian owned and operated by a Melbourne mum. All materials are sourced within Australia using new materials only.

How do I pay for my order? Click the Square Payment link on the product page and complete your details.

We accept Visa, MasterCard or PayPal, all instructions can be found on your invoice.

All prices are quoted in Australian Dollars and include GST. We reserve the right to change prices on our website without notice from time to time.

How does my order ship?

We use Australia Post Parcel Post as default, if you would like Express Post please leave a note at checkout. See next question for pricing.

How much is delivery?

Shipping is dependent on your location and you can choose from regular post – $10.60 for metro areas or $14.10 Express Post to Metro areas. Outside metro is an extra cost depending on the area.

We don’t ship internationally unless you order through our Etsy store – https://allthingstails.etsy.com

How long will it take for my order to arrive?

Orders will be dispatched within 5-7 working days (excluding weekends and public holidays) upon placing an online order.

Please note, following public holidays, orders will require an extra day. You will receive an order confirmation outlining your purchase. Orders typically take 2-5 business days to reach their Australian destination once they leave Melbourne. The time to deliver the parcel will vary depending on your location relative to Melbourne, in line with standard Australia Post delivery times.

Regional or remote areas can take a little longer to arrive, as can parcels shipped to regional or remote locations.

Please contact hellotails@outlook.com if you have any questions.

How do I track my order?

You will receive a dispatch email containing your order information and tracking website address. The dispatch email will contain a tracking number to track your order. You will be able to track your order through the Australia Post online system.

Can the billing address be different from the mailing address?

Yes. At the online checkout page you have the option of including a separate billing address and delivery address. You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, Hello Tails is not obliged to re-send the order to the correct address at our own expense.

Can overseas buyers purchase from Hello Tails?

Yes. However at present we only ship to delivery addresses within Australia.

Do you post internationally?

No, see our Etsy Shop – https://allthingstails.etsy.com

Gift Wrapping

All orders are wrapped in our signature wrapping and always include a small gift as a thank you to all our customers.

What if my tail is faulty?

At Hello Tails we check our tails for faults before dispatch to make sure they are not damaged. We also take great care to wrap them carefully. If however, damage occurs during the delivery process please contact us at hellotails@outlook.com and have your order number for identification.

You must inform Hello Tails within 7 days of receipt of the goods if a product is damaged or faulty. We will replace or refund any faulty products and pay for the return freight on receipt and inspection of the goods. Include a letter indicating the problem with the item, and supply a copy of the online delivery note, tax invoice or packing slip. Send an email to hellotails@outlook.com to confirm the mailing address for returning the goods.

Exchange

If you are unhappy with your purchase from Hello Tails there is no exchange as these are made to Order and there is no reimbursement for change of mind.

Returns

If you are not happy with your purchase for any reason, you can return the purchased item/s to us within 30 days of the date of purchase for a full refund of the purchase price (no refund on postage). You are responsible for the postage costs of returning the items to Hello Tails. Returned items must be received in original, unopened condition and packaged such that transit damage does not occur. If goods are received in unsellable condition, then your return may not be processed. There are no returns or exchanges for sale or clearance items, or for custom made items. Send an email to to confirm the mailing address for returning the goods.

Please allow 1-2 weeks for your return and refund request to be processed. Please note that refunds can only be issued to the original purchasing credit card or PayPal account.

Order Cancellations

You may cancel your order, provided that the order has not been dispatched by Hello Tails.

Other Enquiries

Please contact Hello Tails on our email hellotails@outlook.com and we will reply as soon as possible.