Frequently Asked Questions (FAQ)

Last updated: January 23, 2026

Orders & Payments

1. How do I place an order on Plushtail?

Simply browse our website, add your chosen items to the cart, and proceed to checkout. You will need to provide your shipping details and payment information to complete your purchase.

2. What payment methods do you accept?

We accept major credit and debit cards and other payment methods made available at checkout. All payments are processed securely through our payment partners.

3. Can I modify or cancel my order after placing it?

Orders can only be modified or cancelled before they are processed or shipped. Once an order has been shipped, it cannot be cancelled.

Shipping

4. Do you ship internationally?

Yes, Plushtail ships both within India and to selected international destinations.

5. How long does shipping take?

Shipping times vary depending on your location, customs clearance, and carrier operations. Estimated delivery timelines will be shown at checkout but are not guaranteed.

6. Will I have to pay customs duties or import taxes?

For international orders, customs duties, taxes, and import fees are determined by your country’s authorities and are the customer’s responsibility. These charges are not included in the product price or shipping fee unless stated otherwise.

7. What happens if my package is delayed or lost?

Delays caused by shipping carriers, customs, or events beyond our control are not our responsibility. If your package appears lost, please contact us and we will assist you in initiating a carrier investigation where possible.

Returns & Refunds

8. What is your return policy?

Returns are accepted only for eligible items that are unused, unopened, and in original packaging, and requested within 7 days of delivery. Some items are non-returnable due to hygiene and safety reasons.

9. Which items cannot be returned?

Pet food, treats, supplements, grooming products, used toys, sale items, and gift cards are non-returnable unless defective upon arrival.

10. How do I request a refund?

To request a refund, email us at support@plushtail.com with your order number, reason for return, and supporting photos if applicable.

11. When will I receive my refund?

Approved refunds are processed within 7–10 business days. Your bank or payment provider may take additional time to reflect the refund.

Products & Pet Safety

12. Are Plushtail products safe for all pets?

Our products are designed for pets, but every pet is unique. Always supervise your pet during use and discontinue use if your pet shows any signs of discomfort or allergic reaction.

13. Can Plushtail be held responsible for pet injuries or reactions?

No. Plushtail is not responsible for injuries, allergic reactions, or damages caused by misuse, lack of supervision, or pet behavior.

Accounts & Privacy

14. Do I need an account to place an order?

You may be able to check out as a guest, but creating an account allows you to track orders, save preferences, and manage your information more easily.

15. How is my personal information used?

We use your information to process orders, provide customer support, improve our services, and comply with legal requirements. Please refer to our Privacy Policy for full details.

Support

16. How can I contact customer support?

To reach us at any time, please visit our Contact us page, and we will get back to you as soon as possible.

17. Where is Plushtail based?

Plushtail operates from Mumbai, India, and serves customers internationally.

General

18. Do you update your policies?

Yes. Our policies may be updated from time to time to reflect changes in operations, legal requirements, or business practices. Updates will be posted on our website.

If you have a question that isn’t listed here, feel free to reach out to us at support@plushtail.com