FAQs
FAQs
How long does shipping take?
Orders are processed within 1–3 business days, Monday to Friday. Once dispatched, tracked delivery usually takes 6–12 business days.
Do you offer free shipping?
Yes. Tailvia offers free shipping on all orders.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with your tracking number and tracking link. Tracking updates may take 24–72 hours to appear after dispatch.
What should I do if my tracking is not updating?
Tracking can sometimes pause while the package is in transit or moving between carriers. Please allow 24–72 hours for updates. If your tracking has not updated after a few days, contact us at info@tailvia.com with your order number.
Can I cancel my order?
You may request to cancel your order by contacting us as soon as possible at info@tailvia.com. If your order has already been processed, packed, or shipped, we may not be able to cancel it.
What is your return policy?
We offer a 30-day return policy. You have 30 days after receiving your item to request a return. Items must be unused, in the same condition received, and in their original packaging.
How do I start a return?
To start a return, contact us at info@tailvia.com with your order number and reason for return. Please do not send items back without first requesting a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect, or the issue was caused by our mistake.
What if my item arrives damaged or incorrect?
Please contact us within 7 days of receiving your order at info@tailvia.com with your order number, a brief description of the issue, and clear photos of the item and packaging. We will review the issue and help with a replacement, refund, or other appropriate solution.
When will I receive my refund?
Once your return is received and inspected, we will notify you if your refund is approved. If approved, the refund will be issued to your original payment method within 14 business days. Your bank or card provider may take additional time to process and post the refund.
How can I contact Tailvia?
You can contact us by email at info@tailvia.com or through our Contact Us page.
- Customer service: Monday to Friday, 8:00 a.m. to 5:00 p.m.
- Response time: Within 24 hours on business days