Help & Frequently Asked Questions

Have a question? You're in the right place. Browse our most common questions below, or reach out to our support team at support@truetail.ca.

Orders & Shipping

Where do you ship to?

We currently ship across Canada. We're working on expanding our shipping destinations — stay tuned!

How long does shipping take?

Most orders are processed within 1–3 business days. Delivery typically takes 7–15 business days depending on your location and the supplier. Some items may arrive sooner. You'll receive a tracking number once your order ships.

Why might my order take longer than expected?

Since our products are shipped directly from our trusted suppliers, delivery times can occasionally be affected by high demand, customs processing, or carrier delays. We appreciate your patience and will always keep you updated.

Can I track my order?

Yes! Once your order ships, you'll receive a confirmation email with a tracking number. You can use this to monitor your delivery status. If you haven't received tracking info within 5 business days of ordering, please contact us.

My order shows delivered but I haven't received it. What should I do?

First, check with neighbours or your building's mail area. If the package still can't be located, email us at support@truetail.ca with your order number and we'll investigate right away.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for unused items in original packaging. Visit our Return Policy page for full details.

My item arrived damaged. What do I do?

We're so sorry to hear that! Please email us at support@truetail.ca within 7 days of delivery with your order number and photos of the damage. We'll send a replacement or issue a full refund.

How long does a refund take?

Once your return is approved, refunds are processed within 5–7 business days to your original payment method.

Products

Are your products safe for pets?

Yes! We carefully vet all suppliers and products to ensure they meet safety standards. If you ever have a concern about a specific product, feel free to reach out before purchasing.

Do you sell food or treats?

We currently focus on supplies, accessories, and equipment for dogs, cats, birds, and fish. Check back often as we're always adding new products!

Contact Us

How can I reach your support team?

You can email us anytime at support@truetail.ca. We aim to respond within 1–2 business days. We're a small but dedicated team and we truly care about getting back to you quickly.