FELLOWTAIL HELP CENTRE
Questions?
Follow the right path.
Find answers to common questions about ordering from FELLOWTAIL, delivery, returns, tracking and product information.
Try “delivery”, “return”, “storage” or “payment”.
01
FROM CHECKOUT TO YOUR DOOR
Orders and Delivery
Where does FELLOWTAIL deliver?
FELLOWTAIL currently accepts orders for delivery within the United Kingdom. Delivery availability and any applicable charges are shown during checkout.
How long will my order take to arrive?
1–2working days processing2–3working days in transit3–5working days estimated total
Orders are usually processed within 1–2 working days, Monday to Friday, excluding UK bank holidays.
After dispatch, Royal Mail Tracked 48 usually takes a further 2–3 working days in transit. This means the normal overall estimated delivery time is usually 3–5 working days.
Delivery times are estimates and are not guaranteed. Carrier delays, bank holidays, severe weather and other circumstances outside our reasonable control may affect delivery.
How much does delivery cost?
Standard tracked delivery costs £3.99. Standard tracked delivery is free for orders of £50 or more.
Read the Shipping PolicyHow can I track my order?
Tracking becomes available after your order has been dispatched and tracking information has been issued.
Carrier tracking updates may not appear immediately after a parcel is handed to Royal Mail.
Track Your OrderCan I change my delivery address after placing an order?
Please contact support@fellowtail.shop as soon as possible if you notice an error in your delivery details. We will try to help before fulfilment or dispatch, but we cannot guarantee that an address can be changed once order processing has begun.
02
WHEN PLANS CHANGE
Cancellations and Returns
Can I cancel my order before it is dispatched?
If you would like to cancel an order, email support@fellowtail.shop as soon as possible.
We will try to stop the order before fulfilment or dispatch, but this may not always be possible once processing has started. This does not affect any cancellation rights you may have under applicable law.
Read Cancellation RightsHow do I request a return?
Start your return request by emailing support@fellowtail.shop. Please include your order number and details of the item you wish to return.
For an ordinary change-of-mind return, you will normally be responsible for the direct cost of returning the item where applicable and where this was properly disclosed before purchase.
Different rules may apply where an item is faulty, damaged, incorrectly supplied, unsafe or does not conform to its description.
Read the Returns and Refunds PolicyCan I return an opened packet of pet treats?
The circumstances of the return matter, particularly for edible products. Please contact us before returning an opened or unsealed product.
We do not promise that an opened food product will be accepted for an ordinary change-of-mind return. This does not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise does not conform to the contract.
What if my pet does not like the treats?
Individual pets can have different preferences. A pet refusing to eat a product does not by itself mean that the product is faulty.
If you believe there may instead be a quality, safety or product-condition issue, stop using the product and contact us so that we can assess the circumstances.
03
READ BEFORE FEEDING
Product Information and Safety
How do I know whether a product is suitable for my pet?
Check the information provided for the individual product before purchase and feeding. Product-specific information may include the intended animal, life stage, composition, feeding directions, storage instructions and warnings where applicable.
Please also read the information supplied on the product packaging. If you are uncertain whether a particular food or treat is appropriate for your pet's individual needs, seek advice from an appropriately qualified veterinary professional.
Where can I find ingredients and feeding instructions?
Where applicable, verified product-specific information is provided on the relevant product page and packaging. Do not use feeding instructions from one product as instructions for another product.
Read the Feeding and Storage GuideHow should I store FELLOWTAIL products?
Always follow the storage instructions provided for the specific product on its packaging and product page. Storage requirements may differ between products.
What should I do if a product appears damaged or spoiled?
Stop using the product.Do not taste or consume a product that you suspect may be unsafe.
Stop using the product if its packaging is damaged or compromised, or if you reasonably suspect that the contents may be spoiled, contaminated or otherwise unsafe.
Keep the packaging and remaining contents where it is safe to do so and contact support@fellowtail.shop. Please provide your order number, product name and a description of the issue. We may also ask for relevant batch or lot information, best-before details and photographs where reasonably useful for investigating the problem.
Read Product Information and Safety04
AT CHECKOUT
Payments
What currency are prices shown in?
Prices on FELLOWTAIL are displayed in pounds sterling (GBP).
Which payment methods can I use?
Available payment methods are displayed during checkout. Payment options may depend on your device, payment provider and checkout eligibility.
Read the Payment Policy05
A HUMAN WHEN YOU NEED ONE
Customer Support
How can I contact FELLOWTAIL?
Email us at support@fellowtail.shop.
Human customer support is available Monday to Friday, 09:00–17:00 UK time, excluding UK bank holidays.
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