FAQs

Shipping

  1. How do I track my order?

To check your order status, go to supertails.com and click on ‘My Account’. Go to ‘Order history’ and choose the order you’d like to track.


  1. Is my address serviceable?

To check this, enter your pin code in the “Deliver to” box on the product page.


  1. How much time will it take to deliver to my location?

If you are located in a metro city, you should get your order within 1-3 days. If you are in a non-metro city, we’ll get you your package within 2-7 days. 

You can check delivery timelines for your pin code by using the “Deliver to” box on the product page.


  1. What are the shipping charges for my order?

There are no shipping charges for orders above Rs. 699. For orders below Rs. 699, there is a charge of Rs. 49.


Payments

  1. How can I pay for my order?

For our range of products and supplies, we accept all the standard payment modes including credit cards, debit cards, netbanking, UPI payments, cash on delivery, and all major mobile wallets.


For vet consultation, we accept all modes of payment except cash on delivery. 


  1. Are there cash on delivery charges for my order?

There is a charge of Rs. 19 on all COD orders.


  1. My payment has been debited but the order hasn’t been confirmed. What should I do?

In the rare case that this happens, please call our customer support at 1800 572 3575 or write at support@supertails.com.


Promotions

  1. I have received a promo code, how do I apply it to my order?

Promo codes can be applied to any order at the time of checkout. Look out for the ‘Apply promo code’ button. 


Returns and cancellations

  1. How do I request a return or replacement?

You can raise a return or replacement request by calling our customer support at 1800 572 3575.


  1. How long does it take to get a refund?

Depending on your bank, the amount will be credited in your account within 7 working days of placing the request with us.


  1. What is the window of requesting a return?

You can raise a return request within 10 days from the delivery of the order. We will only be able to process return requests that are compliant with our returns and refund policy. 


  1. How do I cancel my order?

If your order status is not “In Transit” yet,


  1. Go to ‘My Account’ on supertails.com
  2. Go to ‘Order History’ and choose the order you want to cancel
  3. Click on ‘Cancel’ and press ‘Confirm’

If your order has moved to or beyond the ‘In Transit’ status, write to us at support@supertails.com or call us at 1800 572 3575.


Consultation

  1. How do I book a veterinary consultation?

To book a consultation, visit Consult a Vet page and click on ‘Book now’. Select a consultation time that suits you, click on ‘Add to cart’, and then on ‘Checkout’. Complete the payment process and you’re done.


  1. Can I make the payment for the consultation in cash?

We currently don’t accept cash payment for booking a consultation.


  1. Can I choose the vet I meet with every time I take a consultation?

If you wish to consult a particular vet, you may call our customer support at 1800 572 3575  prior to your scheduled consultation and make a request.


  1. How do I attend a scheduled consultation?

To begin your vet consultation, refer to the booking confirmation email you would have received on your registered email address. Click on the link provided in the email to join the session.

  1. Do I need to install an app for consultation?

If you wish to join the session on your mobile or tablet, install and set up Google Meet prior to your schedule consultation. There is no requirement of an app on laptop or desktop but we recommend using Google Chrome for best experience.


Support


  1. How do I contact the customer support at Supertails?

You call us at 1800 572 3575 or write us at support@supertails.com


  1. What are your customer service hours?

We are available from 8 am to 10 pm every day of the week.


  1. What is your privacy policy?
Our detailed privacy policy is available at https://supertails.com/policies/privacy-policy