Frequently asked questions
Orders and delivery
How much does shipping cost?
Shipping is free on most orders of A$49 or more, Australia-wide. For smaller orders, our own range ships for A$7.95 and brand partner items ship at the brand's own rate. Bulky items such as furniture and 4WD parts may ship by freight. The exact shipping cost is always shown at checkout before you pay.
Where do orders ship from?
Products from our Australian brand partners are packed and sent by the brand, from within Australia. Our own Tailwren pet range is sent by our fulfilment partner.
How long will delivery take?
It depends on the brand and where you live. You'll get a tracking link by email as soon as your order is sent, so you can follow it all the way. Delivery times are estimates, not guarantees. If something seems to be taking too long, email us and we'll chase it.
Do you ship everywhere in Australia?
Almost everywhere. A small number of remote postcodes can't be serviced for some products. If that happens, we'll contact you and refund the order in full.
Do you ship internationally?
Not at the moment. Australia only.
Will my order arrive in one box?
Not always. If you order from more than one brand, each brand sends its own parcel, each with its own tracking.
How do I track my order?
You'll get a tracking link by email once each parcel is sent.
Returns
Can I return something?
Yes. For a change of mind, unused items in their original packaging can be returned within 14 days of delivery (you pay the return postage). Faulty, damaged or wrong items are covered free under the Australian Consumer Law: email hello@tailwren.com within 7 days of delivery with photos. See Shipping & Returns.
How do I start a return?
Email hello@tailwren.com with your order number and the reason. Please don't send anything back before you hear from us, so we can give you the right return address.
Products
How do I know if something will fit?
Product pages list measurements in the Specifications section wherever the maker provides them. Sizes are approximate, so measure your space first if the fit matters, and ask us if a size you need isn't listed.
Does the Home-Alone Smart Feeder need Wi-Fi?
You need 2.4 GHz or 5 GHz Wi-Fi for app control and remote feeding. On battery backup (3 × D batteries, not included) it keeps running preset schedules, but remote control needs mains power.
Still have a question? Get in touch and a real person will reply.