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Order Status
Has my order shipped?
  Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed (the little shopping trolly/cart symbol). Then click the "Change quantities / cancel orders" link to find and edit your order.

Please note that once an order has begun processing or has shipped, the order is no longer editable.

Please contact us at info@animaltails.co.uk with your order number in the Title bar if your order is already processing or has shipped.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
My order never arrived.
  We are so sorry to hear that your order hasn't arrived.

First thing to do is: Click the "My Account / Order Status" link at the top right hand side of our site to track your order status.

Be sure that all of the items in your order have shipped already.

If you order displays your Package Tracking Numbers, check with the shipper (usually Royal Mail) to confirm that your packages were delivered.

If your packages each show a status of "delivered", please contact us at info@animaltails.co.uk with your (Order Number in the title bar of the email) for assistance.
An item is missing from my shipment.
  How horribly annoying for you - we are so sorry!!!

First thing: Click the "My Account / Order Status" link at the top right hand side of our site to track your order status.

Be sure that all of the items in your order have shipped already.

If you order displays the same Tracking Number for all your whole order, then please contact us at info@animaltails.co.uk and please put MISSING ITEM in the title bar along with your ORDER NUMBER - we will get back to you directly.

If you order displays two or more tracking numbers (depending on how many items you ordered) please check with the shipper (usually Royal Mail) to confirm that all your packages were delivered.

If your packages each show a status of "delivered", please contact us at info@animaltails.co.uk and put MISSING ITEM in the title bar with your ORDER NUMBER, for further assistance for assistance - we will get back to you directly.
My product is missing parts.
  That sounds scary...!

Email us at info@animaltails.co.uk with MISSING PARTS and your ORDER NUMBER in the title bar... we will aim to find the missing part and send it to you pronto!
When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. We will certainly know when it is on its way - hopefully very soon.

We can give you a more accurate update if you email us at info@animaltails.co.uk with BACKORDER UPDATE in the title bar.