FAQs

Frequently asked questions

Q:  How do I know which size to order for my dog?  

A:  Every dog - and every designer - is different, so be sure to measure your dog according to the size reference included on each sized item. We're always happy to help you find the right size for your dog - email info@Furry-Tale.net with specific questions or for additional info.   

Q:  How will my order be packaged?  

A:  Furry-Tale believes in responsible packaging, and makes a point to reuse all like-new packing materials. Whenever possible, we choose eco-friendly & recycled packaging options in order to reduce shipping waste.

Q:  When will my order ship?

A:  Most orders ship within 3-5 business days of being placed - we will let you know if there is going to be a delay. You will receive an email with tracking information as soon as your order has shipped. 

Q:  Which carrier will be used to ship my order?  

A: If you select the $9.90 Flat Rate option, your order will be shipped via USPS Priority Mail.  If you select the Free Shipping Rate option, your order will be shipped via UPS Ground. 

Canadian, Australian & UK Free Shipping orders will be shipped via UPS International.  Customers outside the US are responsible for all applicable taxes & duties.  Please contact us with questions about shipping rates outside the US, Canada, Australia, & the UK - we are always happy to arrange a more economical shipping rate (based on the size of items ordered) whenever possible.

Q:  What if there is an issue with my order?  

A:  If you have any problems placing or receiving your order, please email us at info@furry-tale.net - we're happy to help.

Q:  What if I need to exchange my order?  

A:  For any questions about an order that you've already placed, please email us at info@furry-tale.net - we're happy to help. Please note that we are unable to return or exchange any food items or edible items.  Please see additional info on returns & exchanges here.

Q:  Can I return or exchange a sale item?  

A:  All sale purchases are final sale, and cannot be returned or exchanged.

TO CHECK THE PROCESSING STATUS OF AN ORDER

Our online store checkout now includes a screen to allow you to check the status of any orders placed for the last 72 hours. Click "Track My Order" to view the following:

  • Order Number
    • This field will display an order number if processing is complete for the order. You can click on the order number to display an invoice for the complete order.
  • Payment Status
    • This field will indicate whether the payment was processed or not.
      • "PEND" means our system is still trying to process the charge. Sometimes, a charge cannot be processed immediately.
      • "Success" indicates that our system was able to accurately process the charge.
      • "Credit Card Declined" means that our system could not process the card. This could be due to any number of reasons, from an incorrectly typed number to a bad expiration date. If our system will not accept a card after trying several times, the only option would be to try a different card.
  • Order Status
    • This section will tell you if the purchase of the item(s) is pending credit card authorization, or if it has already been purchased. It will also provide you with the shipping date of the item(s).
    • "Return to Wagon" means that our system could not process the order. Clicking on "Wagon" will return you to the wagon to attempt the purchase again.

If you have any further questions please don't hesitate to ask us via Facebook Chat or our email: Info@Furry-Tale.net

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