Help
FAQ
Welcome to the Alder & Tail FAQ page. We've answered the most common questions below, but if there's anything else you need, just get in touch and we'll be happy to help.
How long will my order take to arrive?
Here's a rough breakdown of our delivery times:
- Handling time: 1–2 business days
- Transit time: 6–8 business days
- Estimated delivery time: 7–10 business days
Want the full details? Head over to our Shipping Policy.
Do you offer free shipping?
Absolutely. Every single order to Ireland, the United Kingdom and the United States ships completely free. No minimum spend, no codes needed. More info in our Shipping Policy.
Where are you based?
We're an Irish online business specialising in carefully chosen, natural-material goods for dogs and cats. We currently ship to Ireland, the United Kingdom and the United States.
Do you ship internationally?
Yes. As well as Ireland, we ship to the United Kingdom and the United States, with free shipping to all three. We're always looking to expand further, so watch this space.
Do you have a physical shop?
We're online only, which lets us keep our range carefully chosen and our prices fair.
What happens if I receive a faulty or damaged product?
We're sorry if that happens, and we'll make it right. Just get in touch within 30 days of receiving your order and we'll send you a replacement at no cost to you. Full details in our Refund Policy.
Can I cancel my order after placing it?
Yes. You have 24 hours after placing your order to cancel. Just contact us as soon as possible with your order number and we'll sort it out.
What's your return policy?
We keep things simple. You have 30 days from delivery to return items, and the process is hassle-free. Everything you need to know is in our Refund Policy.
How long does a refund take?
Once we've received your return and checked it over, we'll process your refund. You can expect it back in your account within 7 business days, though this can depend on your bank or payment provider. More details in our Refund Policy.
How do exchanges work?
If you'd prefer a different size, colour or product, we can swap it for you. Full exchange instructions are in our Refund Policy.
Do you offer any guarantees?
Yes. Every purchase is covered by our 30-day return policy. If something isn't right, we've got you covered. Full terms are in our Refund Policy.
How do I track my order?
Once your order has shipped, you'll get an email with your tracking number. You can check its status at any time on our Track your order page.
How do I choose the right size?
For beds, measure your pet from nose to the base of the tail while they're lying stretched out, and choose a bed a little longer than that. For collars, measure around their neck and allow room for two fingers. If you're unsure, send us your measurements and we'll help.
Can I place a bulk order?
Of course. We're happy to take bulk orders for businesses, groomers, rescues and other organisations. Just get in touch and we'll put together pricing and details for you.
How do I get in touch with you?
You can reach us through our Contact us page, email us at hello@aldertail.com or call +353 89 612 0672. Our customer service hours are Monday to Friday, 09:00 to 17:30, and we aim to get back to you as quickly as possible.
Fraud prevention
To protect our customers, we reserve the right to cancel or hold any order that appears suspicious or shows signs of unauthorised activity. For higher-value or flagged orders, we may ask for some extra verification. It's simply a safeguard for everyone involved. If anything seems off with your order, please email us at hello@aldertail.com and we'll look into it straight away.