FAQ

Paw & Tail Supply Co. – FAQ Section

1. Orders & Shipping

Q: When will I receive my item?
A: Orders process within 1–2 business days.

Ground shipping: 3–7 business days
Freight/common carrier: 7–10 business days
Next-Day / Second-Day: For in-stock items ordered before 1 PM EST, Monday–Friday.
Please note, holidays may extend delivery times. Warehouses are closed on Christmas, New Year’s, Memorial Day, Independence Day, Labor Day, and Thanksgiving.

Q: Do you ship internationally?
A: Yes, we ship worldwide. Customs duties and import taxes are the buyer’s responsibility.

Q: Do you ship to PO or APO/FPO boxes?
A: Yes, smaller items can be shipped via USPS. Large or restricted products may not be eligible.

Q: My order shows as delivered but never arrived. What should I do?
A: Contact us within 5 days if your tracking shows delivered but wasn’t received. We’ll open an investigation with the carrier and update you within 3–10 business days.

Q: What do I do if I receive damaged item(s)?
A: Please take a photo of the damaged product and email it to support@pawtailsupply.com with your order number in the subject line.
We’ll respond with a solution within 24 hours during the business week.

Q: Can we pick up our order?
A: Yes. Local pickups are available by appointment and walk-ins are welcome at our Jacksonville warehouse storefront Monday–Friday, 10 AM–4 PM.
Call 904-717-7057 to schedule.

2. Returns & Exchanges

Q: What’s your return policy?
A: Returns are accepted within 30 days for unopened, unused pet products. Opened consumables (treats, chews, or supplements) are non-returnable.

3. Payments, Taxes & Security

Q: What payment methods are accepted?
A: Visa, MasterCard, Amex, Discover, and PayPal — all transactions are SSL-secured.

Q: I have a tax exemption — what should I do?
A: Create a free account, then email your documents to sales@pawtailsupply.com referencing your account info.
We can apply exemption within 24 hours after processing, not after shipment.

4. Product & Retail

Q: Are your products authentic?
A: Yes. We only source from authorized distributors such as Durvet, Virbac, and Florida Hardware.

Q: Are your products Made in the USA?
A: Many of our premium brands are proudly Made in the USA.

Q: Is there a retail store I can visit?
A: Yes. Paw & Tail has a warehouse storefront open Monday–Friday, 10 AM–4 PM.
We’re an online retail and distribution company, but local customers are welcome to visit or arrange pickups by calling 904-717-7057.