FAQ
Welcome to Mowmy Tails! We understand that you may have questions about our products, ordering process, shipping, returns, and more. We've compiled answers to some of the most frequently asked questions to make your shopping experience as smooth and enjoyable as possible.
If you can't find the answer you're looking for, our Customer Support team will be happy to assist you.
Orders
1. How do I place an order?
Browse our collection, select your preferred product, choose the appropriate size (where applicable), add the item to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
2. Do I need to create an account to place an order?
You may be able to place an order as a guest or through a registered customer account, depending on the checkout options available on our Website at the time of purchase.
Creating an account allows you to:
- Track your orders
- Save multiple delivery addresses
- View your order history
- Enjoy a faster checkout experience
3. Can I modify or cancel my order after placing it?
Orders may be modified or cancelled only before they are processed or dispatched.
Once an order has been shipped, it cannot be cancelled. If you need to make any changes, please contact our Customer Support team as soon as possible, and we will do our best to assist you.
4. How can I track my order?
Once your order has been dispatched, we will share your shipment tracking details through the communication channels applicable to your order, such as email, SMS, or other available notifications.
Registered customers may also be able to track their orders through their Mowmy Tails account.
5. What should I do if I entered the wrong delivery address?
Please contact our Customer Support team immediately after placing your order.
If your order has not yet been processed or dispatched, we will make reasonable efforts to update your delivery address. Once the order has been shipped, changes to the delivery address may no longer be possible.
Shipping & Delivery
6. Where do you deliver?
We currently deliver across India.
International shipping may be available for selected countries based on operational feasibility, applicable regulations, and courier service availability. If you wish to place an international order, please contact our Customer Support team before making your purchase.
7. How long will it take to receive my order?
Delivery timelines vary depending on your location, product availability, courier operations, and other logistical factors.
Estimated delivery timelines will be communicated during checkout and in your order confirmation. While we strive to deliver your order within the estimated timeframe, delays may occasionally occur due to circumstances beyond our reasonable control.
8. How are shipping charges calculated?
Shipping charges, if applicable, are calculated during checkout based on factors such as the delivery location, order value, package weight, ongoing promotional offers, and other applicable criteria.
The final shipping charges will be displayed before you complete your purchase.
9. Which courier partners do you use?
We work with reliable courier and logistics partners based on service availability to ensure secure and timely deliveries.
The courier partner assigned to your shipment may vary depending on your delivery location and operational requirements.
10. What should I do if my order is delayed?
If your order has not been delivered within the expected timeframe, please contact our Customer Support team with your Order ID.
We will coordinate with our logistics partner and provide you with the latest available shipment status.
Returns, Exchanges & Refunds
11. Can I return a product?
Yes. Eligible products may be returned within the timelines specified in our Return, Refund, Exchange & Cancellation Policy, provided they satisfy all applicable eligibility conditions.
12. Can I exchange a product?
Yes. Eligible products may be exchanged, subject to product availability and the terms outlined in our Return, Refund, Exchange & Cancellation Policy.
13. How long does it take to receive a refund?
Once your returned product has been received, inspected, and approved, refunds are generally processed within 5–8 business days, depending on your payment method and financial institution.
14. What should I do if I receive a damaged, defective, or incorrect product?
Please notify our Customer Support team within 24 hours of delivery by sharing your Order ID along with clear photographs of the product and its packaging.
After verification, we will assist you with an appropriate resolution in accordance with our Return, Refund, Exchange & Cancellation Policy.
Products & Sizing
15. How do I choose the correct size for my pet?
Each applicable product includes a detailed size guide.
We recommend measuring your pet carefully before placing an order and comparing the measurements with the size chart provided on the respective product page.
If you require assistance, our Customer Support team will be happy to help.
16. What if my pet's measurements fall between two sizes?
If your pet's measurements fall between two sizes, we generally recommend choosing the larger size for a more comfortable fit.
If you are unsure, please contact us with your pet's:
- Breed
- Weight
- Neck measurement
- Chest measurement
- Back length
Our team will be happy to recommend the most suitable size.
17. Are your products suitable for all dog and cat breeds?
Our products are designed to accommodate a wide variety of breeds and sizes.
However, every pet is unique. We recommend reviewing the product description, size guide, and specifications before placing an order.
18. How should I care for pet apparel?
Unless otherwise stated on the product label:
- Hand wash or machine wash on a gentle cycle using mild detergent.
- Do not use bleach or harsh chemicals.
- Air dry in the shade.
- Avoid tumble drying and high heat ironing.
Always follow the care instructions provided with the specific product.
19. How should I clean collars, harnesses, and leashes?
We recommend:
- Cleaning with a soft damp cloth after regular use.
- Hand washing with mild soap when deeper cleaning is required.
- Allowing the product to air dry completely before reuse.
- Avoiding bleach, harsh chemicals, or prolonged exposure to direct sunlight.
Following these care instructions will help maintain the product's durability and appearance.
20. Are your products safe for pets?
Our products are designed with quality, comfort, and functionality in mind.
However, pets should always be appropriately supervised while using toys, apparel, collars, harnesses, leashes, or other accessories.
Customers should regularly inspect products for signs of wear or damage and discontinue use if a product becomes unsafe.
Payments
21. Which payment methods do you accept?
We currently accept secure payments through:
- UPI
- Credit Cards
- Debit Cards
- Net Banking
- Other payment options made available during checkout
22. Is it safe to make payments on your Website?
Yes.
Payments made on the Mowmy Tails Website are processed through secure third-party payment service providers using industry-standard security measures.
Mowmy Tails does not store your complete payment card details, CVV numbers, UPI PINs, internet banking passwords, or One-Time Passwords (OTPs).
Customer Support
23. How can I contact Mowmy Tails?
You may contact us using the following details:
Email: customersupport@mowmytails.com
Phone: +91 8796556632
Business Hours: 9:00 AM to 6:00 PM (IST), 6 Days a Week
24. How can I raise a complaint or grievance?
If you have any concerns regarding your order, products, or overall experience, please contact our Customer Support team first.
If your concern remains unresolved, you may contact our designated Grievance Officer using the contact details provided on our Website and legal policies.
Customer Accounts
25. I forgot my password. What should I do?
Click the "Forgot Password" option on the login page and follow the instructions sent to your registered email address to reset your password.
26. Can I save multiple delivery addresses?
Customers with a registered account may be able to save multiple delivery addresses for faster and more convenient future purchases, subject to the features available on our Website.
General
27. Do you offer gift packaging or gift messages?
Gift packaging or gift message services may be introduced in the future.
If and when such services become available, the applicable options will be displayed during checkout.
28. Do you offer gift cards?
Gift cards are not currently available.
If introduced in the future, complete details and applicable terms will be published on our Website.
29. How can I stay updated about new launches and offers?
You can stay informed by subscribing to our newsletter and following Mowmy Tails on our official social media platforms.
Subscribers may receive updates regarding new product launches, exclusive offers, seasonal collections, and other promotional activities.
30. I still have a question. What should I do?
If your question has not been answered here, please feel free to contact our Customer Support team.