Where is my order notification?
Once you’ve placed an order with Feathers & Tails, you’ll receive an email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly. If you still haven’t received one after 48 hours, please contact us where we’ll be able to advise you further.
My Discount code didn’t work?
Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it is still not working, please email us at firstname.lastname@example.org and our team will be able to advise you further.
Can I change or cancel my order?
Once the order has been placed, we are unable to amend the items in your order. Once the order has been picked and packed by our warehouse teams, we are unable to cancel the order. Should you need to cancel your order, please contact us on email@example.com to see if this is a possibility.
Can I track the status of my order?
Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order, we currently ship with Australia Post and you can track your order here.
What can I do if my order is going to the wrong address?
Yes, please contact us at firstname.lastname@example.org where one of our customer service representatives will assist you further.
What is the expected dispatch and shipping time frame?
Standard shipping: All standard shipping is sent via Australia Post. We aim to have orders packed within 2-3 business days. Your order is expected to be delivered in 5-7 business days within Metro areas. Regional destinations may take up to 10 business days.
Can I ship my order to an international address?
We only ship Australia wide and do not offer international shipping currently.
Where is my order?
Once your order has been dispatched, you will receive email confirmation with your order tracking information. After your order has been scanned by the courier, it can take up to 24 hours for the tracking details to reach your email inbox. If your order has been marked delivered and you have not received the package, please contact our Customer Care Team by submitting an enquiry email@example.com.
What payment methods do you offer?
Feathers & Tails accepts VISA and MASTERCARD as well as VISA and MASTERCARD debit cards, Afterpay and PayPal. Sensitive credit card payment details are never stored on our website or within our internal database system. All payment details are securely transmitted through an encrypted gateway in real time to our banking partner Payments Express.
Can I make an online purchase without an account?
Sure thing, you can simply shop as a 'Guest'.
I am having trouble signing into my account, what should I do?
Please try resetting your password initially. If this still does not work, please contact us at firstname.lastname@example.org and we will try and help.
When to return a product?
You are entitled to a refund, replacement or credit from Feathers & Tails when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:
Is faulty or of unacceptable quality
Does not match the description or sample
Is unfit for the intended purpose (i.e. does not do what it is meant to do)
Proof of purchase must be provided
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer. Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, or online purchase transaction history.