FAQ
Account Management
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
Custom Pet Clothing
How do we provide pet clothing customization services?
1. We will continue to introduce styles of pet clothing design for everyone to choose freely. The size will also provide a reference size according to the pet's measurements. If the style and size of the clothing are more suitable for your pet, you can pay directly.
2. If your pet baby has a special body proportion, you can choose to measure your pet's body size, including chest circumference, neck circumference, and body length. Then choose the custom size payment, and choose to send us an email to provide your measurement data after payment, and we will customize a suitable size for you according to the size you provide. Email:support@dollytail.com
3. We can also provide clothing customization services for larger dogs, as well as clothing customization for pets other than dogs and cats, (the time will be longer and the price will be higher) If necessary, please email in advance Communication, not direct payment. Email:support@dollytail.com
4. If you have your ideas, we can also provide clothing customization services, but you need to communicate by email in advance, and you cannot pay directly. Email:support@dollytail.com
How to measure pet size?
Just measure your bust, neck, and back length as shown in the picture below.
A: [Neck circumference] Measure a circle around the neck
B: [Bust] Measure around the widest part of the chest
C: [Front Length] Measure from neck to genitals
D: [Sleeve Length] Measure the length from the armpit to the ground
E: [Face circumference] Measure from forehead to forehead, through the bottom of the chin
F: [Scarf length] measure the length from the base of the neck to the forehead
G: [Length] Measured from the base of the neck to the base of the tail
Mainly when shopping for clothes at Dollytail™
The [A] [B] [G] dimension positions are required.
Are you all hand-sewn?
Yes, all our clothing styles are hand-sewn, so the styles we design are very beautiful, we will not choose the capitalist's mechanical mass production, to ensure the quality of pet clothing, we will always insist on hand-sewing and continuous exclusive design
Order Issues
Can I Cancel my Order?
The order cannot be canceled. After you place the order, we will divide the labor immediately, we will make a sample for your garment in advance, select the fabric and wait for sewing. We cannot cancel your order for you during this process.
Therefore, please place your order carefully before placing an order.
If you want to forcibly cancel the order after placing an order, we will not provide you with any services in the future.
Can I Amend/Add An Item From My Order?
You can resize garments and add more garments before sewing, preferably within 24-48 hours of placing your order. If you tell us outside of this time, we cannot predict when your garment will be sewn.
When will my order be processed?
We process orders from Monday to Sunday. After your order is paid, we will immediately assign you the required sample size and corresponding fabric material, and then sew garments one after another according to other customers' orders. Therefore, we cannot estimate your production time and delivery time. Please refer to the specific shipping information you receive.
Customization may take longer if you have other requirements.
If you are in a hurry, please consider paying later
Shipping And Delivery
How do I set my shipping address?
Since our website and service are based in English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use similar English ones instead.
Can I Change my Shipping Address?
1. To ensure you will receive the package in time, please make sure the shipping address is accurate when placing an order.
2. To the change shipping address, please contact us at support@dollytail.com. Please note that:
A. Country can not be changed after placing an order. (As different country has different shipping fee-free amount.)
B. We can only help you modify your shipping address BEFORE shipment.
If the order has already been shipped to the destination country and you need to make changes to the address, we highly recommend tracking your package, finding out the shipping courier, and reaching out to them for arrangements, so they can reroute the package to the address where you want your package to be delivered
How Long Is Your Shipping Time?
Shipping Info Orders will go through 2 phases before being delivered
1. Order processing time: All of our clothing is not in stock, and it takes time to customize by hand. Our style design is more complex and exquisite. On the premise of ensuring quality, we will not deliberately speed up the order quantity and reduce the quality of the product. The product production cycle is about 10-40 days, depending on the complexity of your custom requirements.
2. Shipping time: The time it takes to receive the order after the order is shipped because we ship from China. Once the order has shipped, we will email your tracking information the next day.
All packages have specific tracking information and can be tracked through Order Status.
Your order will be packed by us within 30 business days. We do not ship orders on the weekends or holidays. If we receive a high volume of orders, packing may be delayed by 20-30 business days.
If you want to receive your package quickly, you can choose DHL and FedEx.
If you have any questions about our delivery times, please consider carefully and place an order
*Due to the impact of COVID-19 on our warehouse and shipping operations, order process and shipping time may be delayed up to an additional 14 business days.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.
Will I Be Charged For Customs And Import Tax? What should I do with my package if I do not want it because of the customs taxes?
We are trying our best for you not to be charged however, because of increasingly strict customs inspection, it happens randomly. Dollytail has no control over these charges and we won’t be able to give you an estimate on what the cost may be, as customs policies and import duties vary widely from country to country.
As per our policy, customers need to afford these charges, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel is destroyed but not returned. If you need any help with the invoice to get your package, please contact us at support@dollytail.com.
What Courier Do You Use?
Dollytai partners with major international shipping companies such as DHL, UPS, FedEx, Aramex, EMS, AliExpress Shipping, and Cainiao Super Economy.
If you want to receive your package quickly, you can choose DHL、UPS and FedEx.
Refunds And Returns
How do I return an item?
Because our products are all customized, all pet clothing is hand-sewn by hand and does not exist in mechanical mass production. And to ensure the health of customers' pets and prevent the cross-infection of infectious diseases among pets, we cannot provide secondary sales services for sold products, so we do not accept unreasonable refunds from customers (for example There is a color difference in the color, you don't want it, you bought the wrong size, or you can't use it due to non-merchant reasons)
If you have any questions about our refund policy, please consider and place your order carefully
If you have questions about our products because of our product quality and other reasons caused by us, we cannot give you a satisfactory explanation, We can provide you with new and correct products you can return the product and receive a full refund.
Return requests must be made within 15 days of purchase and the customer will be responsible for the cost of returning the item(s) to us. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items.
Do note that Exchanges are an alternative resolution for Returns and are bound by the same guidelines and limitations.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received incorrect merchandise, missing, and/or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
My Order has Missing Items/Parts What should I do?
You will have to reach out to us via support@dollytail.com
For the missing items, you may check your order first if it was split.
You may check your order through the Order Status page.
If your orders were not split, please attach the following information:
A. Photos of the whole package bag with the items in it.
B. Photos showing all the items in the package to make it easy to know which ones (s) are missing.
For the missing parts, kindly check the item's description if it was stated on the Dollytail website that some part of the picture is not included in the item.
How long is the Processing Time for a Refund?
Refunds will be processed once we receive the item and will be refunded the same way the purchase was made (ie. credit card or PayPal.) It will take 5 – 10 business days for the refund to be seen on your bank statement and PayPal refunds will be seen within 1 business day.
If you have any questions, you may contact us at support@dollytail.com.
NOTE: If you don’t receive our Customer Service team’s response for an extended period (24 hours on weekdays, 48 hours on weekends), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.
