1. Orders & Shipping

Q: How can I track my KeenTail order?

A: Once your order ships, you'll receive a shipping confirmation email that includes a tracking number and a link to track your package. Please allow 24-48 business hours for the tracking information to update after dispatch.

Q: How long will it take for my KeenTail order to arrive?

A: Standard shipping typically takes 5-9 business days. Expedited options may be available at checkout for faster delivery. For international orders, delivery times vary by destination, and customs processing can cause additional delays. You'll receive an estimated delivery window with your tracking information.

Q: What are KeenTail's shipping costs?

A: We offer free standard shipping for all orders above $59. For orders below this amount, shipping costs are calculated at checkout based on your order total and destination. International shipping costs do not include potential customs duties or taxes for DAP regions.

Q: Does KeenTail ship internationally?

A: Yes, KeenTail ships worldwide! Please note that for certain regions (USA, Canada, EU, UK, Australia, New Zealand), we cover customs duties and import taxes (DDP). For all other international destinations, you will be responsible for these fees upon delivery (DAP). Please refer to our Customs & Import Tax Information page for full details.

Q: Can I change or cancel my order after it's placed?

A: We process orders quickly to ensure fast delivery. Therefore, we cannot guarantee changes or cancellations once an order is placed. Please contact our customer support team at support@keentail.com immediately if you need to request a modification, and we will do our best to assist you.

Q: What happens if my KeenTail package is lost or damaged during shipping?

A: If your package is marked as delivered but you haven't received it, or if it arrives damaged, please contact our customer support team at support@keentail.com right away. We will investigate the issue and work to find a resolution, which may include a replacement or refund, depending on the circumstances.

2. Returns & Refunds

Q: What is KeenTail's return policy?

A: We accept returns within [e.g., 30 days] of delivery. Items must be unworn, unwashed, and in their original condition with tags attached. Some items, particularly those related to hygiene, may be non-returnable. Please visit our Refund Policy page for complete details on eligibility and the return process.

Q: How do I initiate a return for my KeenTail order?

A: Please refer to the detailed instructions on our Refund Policy page for a step-by-step guide on how to initiate a return.

Q: How long does it take to process a refund?

A: Once we receive and inspect your returned item, refunds are typically processed within [e.g., 5-7 business days]. The time it takes for the refund to appear on your statement may vary depending on your bank or payment provider.

Q: Can I exchange an item for a different size or color?

A: Yes, exchanges are generally possible for eligible items. Please follow the exchange instructions on our Refund Policy page or contact customer support for assistance.

Q: Are customs duties and taxes refundable for international returns?

A: For DDP regions (USA, Canada, EU, UK, Australia, New Zealand), any customs duties and import taxes paid as part of your order total will be refunded along with the product cost. For DAP regions, duties and taxes paid upon delivery are non-refundable by KeenTail, but you may be able to reclaim them directly from your local customs authority. Original shipping fees are non-refundable.

3. Products

Q: How do I choose the right size for KeenTail products (e.g., harnesses, beds)?

A: Each product page includes a detailed size guide with measurements and recommendations. We strongly advise measuring your pet and comparing it to our size chart to ensure the best fit. If you're between sizes, we generally recommend sizing up.

Q: What materials are KeenTail products made from? Are they safe and durable?

A: KeenTail is committed to using high-quality, pet-safe, and durable materials for all our products. Specific material details and care instructions can be found on each individual product page. We design our essentials to withstand daily use and keep your pet comfortable and safe.

Q: How should I clean my KeenTail products?

A: Cleaning instructions vary by product. Please refer to the specific care instructions listed on each product page on our website. Generally, most textile products can be hand-washed or machine-washed on a gentle cycle, while hard goods can be wiped clean with a damp cloth.

Q: Are KeenTail products suitable for pets with specific needs (e.g., chewers, sensitive skin)?

A: While our products are designed for durability and comfort, specific suitability can vary. Product descriptions will highlight features relevant to different pet needs. If your pet has extreme chewing habits or very sensitive skin, please review the product details carefully or contact our customer support for personalized recommendations.

4. Payments & Billing

Q: What payment methods does KeenTail accept?

A: We accept Visa, MasterCard, American Express, JCB, Discover, Diners Club, and PayPal. For more details, please visit our Payment Methods page.

Q: When will my payment method be charged for my KeenTail order?

A: Your payment method will typically be charged when your order is shipped. You may see a pending authorization charge on your account immediately after placing your order, which will convert to a final charge upon shipment.

Q: Is my payment information secure with KeenTail?

A: Absolutely. We use industry-standard encryption (SSL/TLS) for all transactions, and our payment processing partners are PCI DSS compliant. We do not store your full credit card details on our servers. You can find more information on our Payment Methods page.

5. Account Management

Q: How do I update my shipping address or other personal information in my KeenTail account?

A: You can update your account information by logging into your KeenTail account on our website. Navigate to your account dashboard, where you can edit your addresses, payment methods, and other personal details.

Q: I forgot my KeenTail account password. How can I reset it?

A: On the login page, click the "Forgot Password" link. Enter your registered email address, and we will send you instructions to reset your password.

6. General / Contact

Q: How can I contact KeenTail customer support?

A: You can reach our customer support team via email at support@keentail.com. We aim to respond to all inquiries promptly during business hours.

Q: Where can I find KeenTail's full legal policies?

A: Our comprehensive legal policies, including our Terms of Service, Privacy Policy, Customs & Import Tax Information, and Refund Policy, are linked in the footer of our website for your review.