An Update On The Recent Events At Supertails 

Saturday February 21, on the Early Access day of our flagship WTF Sale’26, we recorded the highest single-day revenue in Supertails’ five-year journey. It was a moment of pride for our team

On February 22, that momentum was interrupted.

A fire broke out at a perfume warehouse located within the same premises as one of our leased warehouse facilities in Bengaluru. The fire spread to three warehouses in the plot, including ours. Thankfully, every member of our team at the affected warehouse is safe. Unfortunately, we lost all inventory stored at that facility.

As a safety measure and the uncertainty about fulfillment of your orders, we decided to pause the WTF Sale. 

What We Did Immediately?

The next 72 hours were the most intense hours we’ve ever experienced as a company. Our supply chain team moved with incredible speed and ownership, working overnight, solving challenges in real time, and staying focused on getting things back on track.

In just 3 days of the initial mishap, the team was able to secure and operationalise a new primary warehouse in Bengaluru. We’re glad to announce that fulfilment has now resumed from the new facility. We are deeply grateful to our team which has made this transition successful at an unprecedented pace.

What This Means for Your Orders?

• Less than 1% of orders were cancelled due to the incident.

• The majority of orders placed, including during the WTF Sale, have been fulfilled or are in active fulfilment.

• If your order was cancelled, a full refund has been initiated. Refunds are being processed within 2-5 business days, depending on your payment method.

• If your order was delayed, our support team is reaching out proactively. If you have not heard from us and are concerned, please contact us at support@supertails.com / 1800-5723-575

What’s Next?

We are fully operational again and rebuilding inventory.

The WTF Sale’26 will return. We will share new dates once we are fully confident we can deliver the experience you expect from us. 

To everyone who reached out over the past few days, not just about orders, but to ask if our team was okay, we are deeply grateful for your understanding and compassion. Your messages reminded us why we do what we do. 

Thank you for your unwavering trust & patience. We remain committed towards delivering the best experience to all pet parents’ and their pets. 

FAQs

Was anyone from the Supertails team hurt?

No. We’re truly grateful that all team members at the affected warehouse are safe.

What happens to my order?

Less than 1% of orders were cancelled. If your order was impacted, you would have received or will receive direct communication. You can also check your order status on the app or contact our support team at 1800-5723-575 or write to us at support@supertails.com

Will my WTF Sale order be cancelled?

If your purchase was completed during the sale period, it will be honoured at the sale price. If your order was cancelled due to the incident, you will receive a full refund.

Will the WTF Sale return?

Yes. Revised dates will be shared soon. Stay tuned.