Frequently Asked Questions
Why should I order from Tails by the Lake?
How does Tails by the Lake protect your information?
How can I reach Tails by the Lake?
Can I order by phone?
Is the item in stock?
What payment methods do you accept?
What size sweater/coat should I order for my pet?
What size collar shoud I order for my dog?
Is this item available in my dog or cat's breed?
How long does shipping take?
What are shipping costs?
Where can I can find?
Do you ship internationally?
What is your return policy?
What is your sales tax?
WHY SHOULD I ORDER FROM TAILS BY THE LAKE?
Tails by the Lake is a small run business that will provide you with excellent customer service. We appreciate every customer and will do our best to help you with all your needs. We've been in business for over 9 years and our knowledge and expertise is foremost in the industry. Our brick & mortar store helps establish our store & website as a leader in the pet boutique industry.
Pet Product News "Best Pet Store" Winner 2004/2005!
HOW DOES TAILS BY THE LAKE PROTECT YOUR INFORMATION?
We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience.
When you place orders or access your account information, we offer the use of a secure server powered by Yahoo. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.
TailsByTheLake.Com does not sell, trade, or rent your personal information to others.
HOW CAN I REACH TAILS BY THE LAKE.com?
Call us toll free at (877) 464-3DOG (364) or for international call 011-1-775-853-3533 (International calls are not toll free). You can also email us at email@example.com with any questions or to order by phone.
CAN I ORDER BY PHONE?
Yes, you can order by phone. Our toll free number is 877-464-3364. For international calls, please call 011-1-775-853-3533. Please keep in mind we are a small retail store & may need to call you back.
IS THE ITEM IN STOCK?
We are a small store and in order to provide the large product selection we have online, we will inadvertently be out of stock on items periodically. If the item doesn't have a shipping time listed, it's a stocked item and should ship out right away. If the items is out of stock, we will email you promptly to let you know if your item is out of stock & will do our very best to fufill the order in a prompt manner. If the product has a specified shipping time, this is an item that is not stocked in the store & will take slightly longer (see the time period listed on the item's page).
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Discover, & JCB. We also accept personal checks and money orders if you order by phone or mail. All transactions are processed via Secure Server using SSL encryption to scramble credit card information. If you are not comfortable submitting your credit card information over the internet, just call our customer service department toll free at 1-877-464-3364 (Monday thru Sunday 10:00-6:00). For custom orders your credit card is charged at time of order processing (see webpage of item for exact shipping timeframe).
WHAT SIZE SWEATER/COAT SHOULD I ORDER FOR MY PET?
The coat & sweater sizes for most of the items offered on the site are measured from the base of the neck to the base of the tail but see the sizing guide link at the bottom of the site and also check the sizing for each sweater or coat specifically on the webpage of the item.
WHAT SIZE COLLAR SHOULD I GET FOR MY DOG?
Each collar has the sizing on the page it is listed and we also have a sizing guide link at the bottom of the site. Please read carefully how each collar is measured as each collar company varies slightly. On your order form, you will provide the circumference of your dog's neck for even more accurate sizing.
IS THIS ITEM AVAILABLE IN MY DOG or CAT'S BREED?
We have many beautiful breed items, many of which we can do in any breed. If you have a lovable mutt or a unique breed, we can also do many personalized items. Just look under "Breed & Personalized Items" under Dog Stuff or People Stuff sections.
HOW LONG DOES SHIPPING TAKE?
We typically ship out UPS ground within 2-3 days of receiving the order if we have the item in stock. The items with a specified time period listed are not stocked & take longer. If there is not a specified time period listed, you can choose the 2nd day air option if you would like the item quicker. We cannot do 2nd day air for international orders or non stocked items. Please click on Shipping Info for more shipping information.
WHAT ARE YOUR SHIPPING COSTS?
Please click on Shipping Info for all of our shipping costs and information.
DO YOU KNOW WHERE I CAN FIND _________?
We do carry other items that are not on the website & we welcome any inquiries. Please email us at firstname.lastname@example.org.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship international. For International orders, shipping charges will vary and will be charged separate from the order AFTER it is placed. International shipping charges will not show up on your order form. For an estimation of these charges, you can click here...
International Shipping Charge Estimation (U.S. Post Office Website)
but add'l charges may apply for items with shipping time listed.
Just choose the country & estimate the weight of the item. If you need a more accurate estimate, you can email us for estimation on weight on the items you are ordering. There may be an additional shipping charge if it is a special order item (items with shipping times listed on the page).
The shipping charges for international orders will be charged after the order is processed & you will be emailed the total (the charges will not show up on your order form). The shipping charges do not include any customs charges your individual country may charge. Each country varies on these charges & you may want to check with your post office on the amount that may incur. All items will ship by air (1-2 weeks). Dog houses cannot be shipped overseas. On items that have a specified time period listed, for international orders, they will take longer & in some instances double the time listed.
WHAT IS YOUR RETURN POLICY?
If your dog or cat doesn't absolutely love their Tails by the Lake product(s), simply return your merchandise to us in its original and unused condition within 30 days of receipt for a full merchandise exchange or credit.
We do not issue refunds for any non stocked items (ie. any items with a shipping time listed on the webpage), customized or personalized item or any merchandise that is sent back to us after 30 days, has been used, or is not in its original new condition. We can not return dog houses or sale items.
We allow one complimentary exchange and after one exchange, each exchange will incur re-shipping costs. We do not reimburse shipping charges on the original order or to ship the item(s) back to Tails by the Lake.
All exchanges for international orders will be charged an international shipping fee based on the items exchanged.
Please ship unused item and packing receipt to:
Tails by the Lake.com
18136 Wedge Pkwy
Reno, NV 89511
On the packing receipt, please let us know the reason for the return and/or what you would like to exchange the merchandise for.
WHAT IS YOUR SALES TAX?
Nevada Residents are taxed 7.87%. For all other residents, there is no tax charged.