FAQ

Q1. What does Ivorytail Pet Supply sell? We offer general pet supplies.
Product availability, specifications, and included items are described
on each product page.

Q2. Where do you ship? Our current standard shipping offer covers the
contiguous 48 United States. Alaska, Hawaii, U.S. territories, and
international destinations are not included unless checkout explicitly
confirms availability.

Q3. Is shipping free? Yes. Standard shipping is currently free for
eligible orders shipped within the contiguous 48 United States.
Applicable taxes are shown at checkout.

Q4. How long does shipping take? Orders generally take 1–3 business days
to process, followed by an estimated 5–8 business days in transit after
dispatch. These are estimates, not guaranteed delivery dates.

Q5. When will my order ship? Most orders are processed Monday through
Friday, excluding applicable holidays. Orders placed outside business
hours may begin processing on the next business day.

Q6. How can I track my order? If tracking is available, we will send
tracking information to the email address provided at checkout or make
it available through the order status page. Tracking updates may take
time to appear.

Q7. What is your return window? You may request a return within 30 days
after delivery. Standard returns generally require items to be unused
and in original packaging where applicable. Contact us before sending an
item back.

Q8. How do I start a return? Email support@ivorytailpetsurrly.com with
your order number, the item, and the reason for return. Please wait for
our instructions before mailing the item.

Q9. Who pays return shipping? For approved returns unrelated to product
quality, the customer pays return postage. For approved returns
involving defective, damaged, or incorrect items, we cover reasonable
return shipping costs or provide another appropriate solution.

Q10. What if my item arrives damaged, defective, or incorrect? Contact
us as soon as reasonably possible. Include your order number and, where
reasonably possible, photos or video showing the issue. We will review
the request and discuss an appropriate resolution.

Q11. How long do refunds take? After an eligible return is approved and
processed, refunds typically appear within 3–10 business days. Your bank
or payment provider may take longer. Applicable legal deadlines are not
affected by this estimate.

Q12. Can I cancel my order? You may request cancellation before
shipment. Contact us as soon as possible, but cancellation cannot be
guaranteed once an order has entered fulfillment or shipping.

Q13. Which payment methods do you accept? The payment methods enabled
for your order are shown at checkout. Available methods may change.

Q14. How do I contact customer support? Email
support@ivorytailpetsurrly.com or call +1 (513) 430-5835. Our customer
service hours are Monday–Friday, 9:00 AM–5:00 PM Eastern Time.

Q15. How do I make a privacy request? Email
support@ivorytailpetsurrly.com and describe the request. We may need to
verify your identity and will respond as required by applicable law.