1. When can I expect to receive my ordered goods?
We pack and ship all orders on the same or next business day. So, the vast majority (98%) of orders are delivered within 1-2 business days from the time the order is placed in the online store. In rare cases, delivery can take up to 3 business days, but almost never longer !
If you place your order before 4pm on a business day, your order will almost always be ready and shipped the same day.
2. Do you have all the goods on site?
Yes, indeed. All the items you see in the online store are in stock in our store or warehouse, except when the item is temporarily out of stock (in which case the item will be clearly marked and temporarily unavailable to add to cart).
3. Do you have a physical store where you can shop or have a live consultation?
Yes! Urban Tails physical store is located in Vilnius, J. Balčikonio g. 3 – next to Ozos Park, which is perfect for walking with puppies. In the store you can shop, try on, get samples of the food we sell and consult. Come with your four-legged friend! You can find the store's opening hourshere .
4. I'm afraid the size won't fit my pet. What should I do?
We understand 100%. Many products have size charts that are worth checking, but nothing will replace a real-life measurement. Your choices:
- order online, try it on at home and, if it doesn't fit, return or exchange it for free;
- write to us before buying – we can include two sizes for testing;
- come to a physical store and try everything on site.
5. What parcel lockers/couriers do you use to deliver orders?
Our parcel locker partner is LP Express, and courier shipments are delivered by DPD. We will deliver all orders to the LP Express parcel locker most convenient for you or by DPD courier to your home, office, or other specified location. However, if you have special delivery requests – write us a message, we will try to help!
6. I am looking for a Ruffwear (or another manufacturer you represent) product, but I can't find it in your online store. Can you deliver the product I want?
Of course! Write to us and we will inform you how long it will take to receive the desired item (usually shipping takes about 2 weeks), as well as its exact price. Specially ordered items have all the same benefits as in-stock items, including free shipping and returns or exchanges.
7. How do I return a faulty product?
It's very simple - write to us and we will send you a prepaid LP Express parcel machine shipping label, which you can use to send the item back to us from any LP Express parcel machine convenient for you. You can also return or exchange the item in our store.
8. Will I have to pay extra for shipping to return the item?
No. Never. And regardless of the reason for the return. Shopping online should be a pleasant and stress-free process. Urban Tails strives to ensure this for every four-legged pawrent!
9. What should I do if I have a question but can't find the answer here?
Come and talk to our store or send us a message! By email woof@urbantails.lt or via Facebook or Instagram accounts.