Order Support
Clear guidance for tracking, delivery questions, order changes, returns, exchanges, and unexpected package issues.
What do you need?
Select the topic that best matches your situation. Each guide explains what to check, what to prepare, and what happens next.
Track a package
Locate your status email and follow the latest carrier scan.
View tracking helpCheck delivery
Understand delivery timing, carrier scans, and marked-delivered orders.
Review delivery helpChange an order
See what may be possible before fulfillment and carrier pickup.
View change guidanceReturn or exchange
Begin with the order details and the item you want to send back.
Review return stepsFind your latest status
Your shipping confirmation contains the tracking link for your package. Use the same email address provided during checkout when reviewing your order.
- Locate your Tailnexa shipping confirmation email.
- Open the tracking link for the most recent carrier scan.
- Check spam or promotions folders if the email is not visible.
- Allow newly created tracking details time to update after dispatch.
From confirmed to delivered
- Order confirmed Your order details are recorded and a confirmation is sent.
- Preparing your order Your items move into processing and packaging.
- Carrier handoff A shipping confirmation is sent when tracking becomes available.
- Final delivery Follow carrier scans through the final doorstep update.
Delivery made clear
Tailnexa provides free shipping, with orders typically delivered within 3–5 business days. Carrier activity may update at different points throughout the route.
Tracking has not updated yet
A shipping label can be created before the first carrier movement appears. Check again after the carrier has processed its initial scan.
The order shows as delivered
Review the delivery location, nearby entrances, parcel lockers, household members, and the carrier’s delivery notes before reporting the package.
The package appears delayed
Use the latest carrier scan as your first reference. Weather, regional volume, and route changes may affect the estimated arrival date.
Only part of the order arrived
Review your shipping confirmations for separate tracking details. Items from the same order may occasionally travel in more than one package.
Order changes
Submit change or cancellation requests as quickly as possible. Once fulfillment has progressed, updates may no longer be available.
Provide the complete corrected address and your order number.
Identify the original item and the change you want to request.
Request cancellation before the order enters carrier processing.
Include the email address used when the order was placed.
Change and cancellation requests cannot be guaranteed after processing begins. If shipment is already underway, the return process may be the appropriate next step.
Returns and exchanges
If an item is not the right fit for your pet or home, Tailnexa offers free returns and exchanges within 30 days.
Prepare your order number, checkout email, and the item name.
Let us know whether you prefer a return or an exchange.
Retain the product, included parts, accessories, and available packaging.
Use the instructions provided for the approved return or exchange.
Common questions
These quick answers cover the order situations customers ask about most often.
Where can I find my order number?
Your order number appears in the confirmation email sent after checkout and in subsequent shipping updates.
What should I send for a damaged item?
Keep the product and packaging, then prepare clear photographs of the item, shipping box, and visible damage.
What if I received the wrong product?
Keep the item unused when possible and provide the order number, item received, and a clear product photograph.
Why are there multiple tracking numbers?
An order may be divided into separate packages. Each shipment can have its own carrier activity and arrival date.
When does the 30-day window begin?
The return and exchange period is measured from the recorded delivery of the applicable item.
What details help resolve an issue faster?
Include the order number, checkout email, product name, a concise explanation, and relevant photographs when applicable.
Need personal assistance?
Send your order number, checkout email, and a short description of the issue. Our support team accepts requests 24 hours a day, seven days a week.
Tailnexa
Friendly support for smart pet devices, everyday safety essentials, and every step of your order journey.