Confirmation
After checkout, your order confirmation is sent to the email address used at purchase. Review the product name, shipping address, and contact details carefully.
Hometail Customer Care
Order Support
Your Hometail order is more than a box on the way. It is a future pet corner, a softer landing beside the sofa, a calmer crate space, a cooler sleep zone, or a new climbing route near the window.
This page brings every important support detail into one clear place, from order confirmation and delivery timing to address changes, damaged packages, returns, exchanges, and direct help from our 24/7 support team.
24/7 Help
Support for order questions at any stage.
Free Shipping
Every Hometail product ships free.
3–5 Days
Delivery is designed for business-day speed.
Order Confidence
Clear support for pet beds, sofas, houses, crates, playpens, and cooling beds.
After You Place An Order
A calmer path from cart to home
Hometail support is designed to keep the process simple. Whether you are waiting for a cat tree tower, choosing the right dog crate furniture piece, or preparing a new pet bed for your living room, we help you understand what happens next.
Processing
Our team prepares your pet furniture order for shipment. Larger items may require careful handling so the product arrives ready for setup and everyday use.
Shipping
Orders ship free, and delivery is designed around a 3–5 business day experience. Tracking details may be used to follow the package once available.
Home Check
When your order arrives, inspect the package and product before setup. If anything looks wrong, contact us promptly with clear photos and order details.
Delivery Ready
Support for larger pet furniture pieces and room-ready product arrivals.
Delivery Support
What to check before and after arrival
Pet furniture often becomes part of the room immediately, so a smooth delivery matters. Before your order arrives, make sure your shipping address is accurate and your preferred setup area has enough space.
Address Review
If an address needs correction, contact support as soon as possible. Once an order has shipped, carrier changes may be limited.
Package Inspection
Check the outer package before opening. If the box appears heavily damaged, photograph the package before removing the item.
Product Check
Inspect parts, surfaces, cushions, hardware, and fabric areas before final setup, especially for cat towers and dog crate furniture.
Setup Care
Place products on a stable surface, follow assembly guidance when included, and allow pets time to explore new furniture calmly.
How We Can Help
The right details make support faster
For the quickest help, send a clear message with your order number, the email used at checkout, the product name, and a short explanation of what you need.
For delivery concerns, damaged packaging, missing parts, or product issues, include photos taken in natural light. This helps our support team review your case with less back-and-forth and a smoother path to resolution.
For Order Changes
Contact us quickly if you need to update your shipping address, correct contact details, or ask about product selection before processing is complete.
Best before shipmentFor Tracking Help
If your package appears delayed or tracking has not updated, our support team can help review the order and guide the next practical step.
Useful after tracking startsFor Damaged Items
Please keep all packaging, take clear photos of the box and product, and contact us as soon as possible so we can review the issue properly.
Photos help resolutionFor Product Fit
If the item does not suit your room, pet size, or intended placement, our 30-day free returns and exchanges policy is designed to help.
30-day support windowReturns And Exchanges
Designed for confident home decisions
Choosing pet furniture is personal. Size, placement, pet preference, room layout, and daily routine all matter. Hometail offers free returns and exchanges within 30 days so you can shop with confidence.
30-Day Window
Return and exchange requests are supported within 30 days. Start the request early so our team can review the order and guide the next step clearly.
Free Returns
Hometail supports free returns and exchanges within the policy window, helping you choose pet furniture without unnecessary pressure.
Condition Review
Items should be returned in a clean, reasonable condition with packaging when possible. Photos may be requested for product or shipping concerns.
Order Support FAQ
Clear answers before you contact us
These support notes are written for common Hometail order situations, including shipping, damaged packages, discount questions, returns, exchanges, and product setup concerns.
How long does Hometail delivery usually take?
Hometail delivery is designed around 3–5 business days. Timing may depend on order processing, carrier movement, destination, and larger pet furniture handling.
Does Hometail charge for shipping?
No. Hometail offers free shipping on all products, including pet beds, pet sofas, pet houses, cat tree towers, cat wall shelves, pet playpens, dog crate furniture, and dog cooling beds.
Can I change my shipping address after ordering?
Contact support as soon as possible if you need an address change. If the order has not shipped, we will do our best to help. Once shipped, changes may be limited by the carrier.
What should I do if my item arrives damaged?
Keep the packaging, take clear photos of the box and product, and contact Hometail support promptly. Include your order number, product name, and the email used at checkout.
Do I need a discount code for the 15% subscriber discount?
No. Email subscribers receive a 15% automatic sitewide discount with no discount code required. This is not limited to first orders only.
How do selected 20% promotional offers work?
Selected promotional products receive a 20% automatic discount with no code required. The discount is applied automatically when the product is eligible.
Can I return or exchange an item if it does not fit my home?
Yes. Hometail offers free returns and exchanges within 30 days, giving you time to check product size, placement, pet comfort, and room fit.
What information should I include when contacting support?
Please include your order number, checkout email, product name, shipping address if relevant, a short explanation, and clear photos for damage, missing parts, or product concerns.