FAQ
Shipping
How much is shipping?
Free to the United States and Canada — no minimum. To our other supported destinations it’s a flat US$9.90, and free when you order two or more items.
Where do you ship?
The United States (all 50 states), Germany, Canada, the United Kingdom, France, Japan, Italy, Brazil, Spain, South Korea, Mexico, Sweden, Australia and Denmark, plus New Zealand, Singapore and Hong Kong.
How long will my order take?
Orders are packed in 1–2 business days and typically reach your door 4–12 business days after you order — the same window in the United States and Canada, packing time included. Australia, New Zealand, Japan, Singapore and Hong Kong: typically 4–12 business days. Germany, France, Italy and Spain: 7–12; the United Kingdom, South Korea and Sweden: 9–12; Brazil: 16–27; Mexico: 11–22; Denmark: 4–12 business days, all including packing. These are estimates. You’ll get tracking by email.
Will I pay import duties or taxes?
TuckTrail covers applicable import duties, import taxes and customs clearance charges for all supported destinations. If a carrier asks you to pay, contact [email protected] with your order number and the notice before paying. If you have already paid, send the receipt so we can review and reimburse the applicable import charge. See our shipping policy.
Returns & exchanges
What’s your return policy?
Free returns within 30 days of delivery, and you don’t need to give a reason. We email you a prepaid label, so returning something costs you nothing. Outside the US and Canada there’s no local prepaid label — we agree the simplest way to settle the return with you by email. All we ask is that the gear comes back in resellable condition. See our return policy.
Can I let my pet try the carrier and still return it?
Yes — that’s what the 30 days are for. Trying the fit indoors doesn’t void your return, and a little fur is expected. We just can’t take back gear that’s been on a trip, is damaged, or won’t clean up.
How do I exchange a size?
Choose Exchange when you start your return. Sizing down is free; if the larger size costs more, you pay only the price difference, through a secure payment link we email you. Shipping is on us both ways, and the replacement ships as soon as the carrier scans your return — you don’t wait for it to reach us first.
When do I get my refund?
We issue it as soon as the carrier scans your return, not when it arrives back with us. Your bank or PayPal usually posts it within 5–10 business days after that.
Sizing & fit
How do I choose the right size?
Measure and weigh your pet, then use our sizing guide for a recommendation. For clothing, compare chest, back and neck measurements with the exact product chart and check sleeve and belly clearance. Do not automatically size up when those measurements disagree; ask us to check the fit or choose another cut. For carriers, confirm the listed inside dimensions and weight limit, with room to sit, turn and settle.
Will it fit on a plane?
Our Sky carriers are designed to fit under most airline seats. Check the airline compliance table on each Sky product page and our airline compliance guide, and always confirm with your airline before travel.
Payment
What payment methods do you accept?
We accept PayPal, plus credit/debit cards, Apple Pay, and Google Pay through PayPal’s secure checkout.
Orders
Can I change or cancel my order?
Contact us as soon as possible. Once an order has shipped we can’t change it, but you can use our return policy.
How do I track my order?
Use the tracking link in your shipping confirmation email, or check your account.
Still have a question? Contact us — we’re glad to help.
