Introduction

At Supertails, we understand that shipping costs and delivery times are important considerations when ordering products online. Our goal is to provide affordable, reliable shipping options to all of our customers.

This Shipping Policy outlines key information about the shipping methods, costs, timelines, and other policies related to ordering from Supertails. We regularly review this policy and update it as needed to improve our shipping services.

If you have any other questions about shipping that aren’t addressed here, please don’t hesitate to reach out to our customer service team for assistance.

Shipping Methods

Supertails provides the following shipping options for orders placed on our website:

Standard Shipping

Our standard shipping method is affordable, reliable ground shipping through major carriers like USPS, FedEx, and UPS. Transit times for standard shipping average between 5-7 business days. This method has no additional charges for residential deliveries.

Expedited Shipping

For customers who need their packages faster, we offer expedited shipping which cuts transit days in half compared to our standard shipping. Expedited rates vary based on destination and package weight. This method has no additional charges for residential deliveries.

International Shipping

We ship to over 150 countries worldwide using major international carriers. Delivery times vary significantly based on destination country. All import duties and taxes are the responsibility of the customer.

Pickup In-Store

If there is a Supertails retail location near you, in-store pickup may be available as a shipping option during checkout. This allows you to place an order online and pick it up at your convenience.

In-store pickup orders are usually ready within 1-2 business days. You’ll receive an email notification when your order is processed and ready for pickup. Orders not picked up within 7 days will be cancelled.

Same-Day Delivery

In select metro areas, we offer same-day courier delivery for orders placed by a cutoff time. To see if your area is eligible, simply enter your zip code during checkout. If available, you’ll have the option to choose same-day delivery.

Same-day orders must be placed by 10 AM to receive delivery that evening. A broad delivery window will be provided based on courier availability. An adult signature is required upon delivery.

Shipping Costs

Shipping costs are calculated based on order total, product types and quantities, and shipping method selected. In general:

You can estimate shipping costs by adding items to your cart and proceeding to checkout, where we’ll calculate available rates. Actual shipping costs may adjust at checkout if items in your cart change.

Supertails occasionally offers free shipping promotions, however standard exclusions apply. Shipping to Alaska, Hawaii, US territories, APO/FPO addresses, and international destinations does not currently qualify for free shipping.

Delivery Timelines

We work hard to process and ship orders promptly so customers receive their packages as soon as possible. However, a variety of factors can influence delivery timelines:

We’ll provide order status updates by email, including notification when your order ships containing carrier transit estimates. If you have any questions or need clarification on when your order should arrive, contact us anytime.

Tracking Your Package

Once your order ships, you’ll receive a shipment confirmation email containing your tracking number and link to track your package every step of the way. Tracking information includes:

If you don’t receive tracking information within 2 business days of placing your order, or have difficulties tracking your package, contact us right away so we can investigate and provide updates.

Import Duties & Taxes

For international orders shipped outside the United States, any applicable import duties, customs fees, VAT taxes, or other related charges are not included in your order total. As the package recipient, you are responsible for paying these costs.

The exact amount cannot be calculated in advance. Duties and taxes are levied based on your country’s tariff code system for the type of products ordered. Payment will be due upon delivery before you can receive and claim the package. Check with your local customs office if you need more information on estimated costs.

Damages & Errors

We take extensive measures to ensure proper packaging and handling to prevent damages or errors. However, occasional issues can still occur during shipping and transit outside our control.

If you discover any problems with your order when unpacking your delivery, we require customers inspect packages promptly and notify us within 3 calendar days of receipt. This allows our operations team to quickly open a case and begin the claims process with the shipping carrier.

Specific documentation needed includes:

Our customer service representatives will provide guidance to begin the claim. For minor damage claims, we typically ship replacement items immediately while continuing to pursue compensation. More significant claims require inspectors to survey and confirm damages first.

Although rare, shipping carriers sometimes deem damage claims invalid if packaging was sufficient and no external trauma occurred in transit. We’ll communicate claim determination and any resolutions or denials.

Uninsured losses must be covered by Supertails, therefore we reserve the right to deny requests we believe invalid or abusive. This protects our ability to maintain reasonable prices. We always handle claims fairly based on their unique details.

Refused Packages

If an order is refused upon delivery – meaning you reject and do not accept the package – standard shipping and return fees apply if you later request the order re-shipped or provide alternative delivery instructions.

Applicable fees cover the additional transportation costs for attempts to deliver orders that were previously undeliverable.

Loss & Theft

Very rarely, shipments can be lost or stolen in transit before reaching their destination. If tracking shows no updates or delivery confirmation beyond the original shipment from our facilities after 10 business days, the order may be lost. If you suspect theft, we’ll ask for documentation from the carrier confirming those circumstances.

Once loss or theft is confirmed, Supertails will ship replacement items at no additional cost. We’ll also file claims seeking compensation for our losses where applicable from carriers. If orders are insured, those policies protect both the customer and Supertails from damages and theft.

Return Shipping

Customers are responsible for return shipping costs when sending items back to Supertails, unless the return results from our error. All packages should be shipped with tracking and insurance to ensure their receipt and protect your investment.

See our full Returns Policy for more details on what types of returns qualify for prepaid shipping labels or reimbursements provided by Supertails based on specific circumstances.

Future Policy Changes

Supertails reserves the right to amend this Shipping Policy at any time in order to address changing business needs, compliance requirements, improve customer experience, and account for unexpected issues arising from shipping logistics. We will publish notifications of updates on our website or notify customers directly as applicable. Changes related to pricing typically take effect at the start of a new month or billing cycle. Customers concerned about specific policy alterations should contact us so we can clearly explain the rationale and changes being implemented.

Contact Our Team

If you have any other questions about shipping options, delivery estimates, tracking your package, or addressing any issues – our customer service team is ready to help. Contact us via:

We know shipping questions often arise outside normal working hours. Our team monitors all inquiries 24/7 and will respond quickly during the next business day if we miss you in real-time.

Thank you choosing Supertails as your trusted source for quality products delivered reliably and affordably across the United States and worldwide. We appreciate your business!