Good questions. Straight answers.
Everything people ask us most, in one place. Type a word below or jump to a topic — and if it's not here, a person on our team answers email and texts Monday to Friday.
Ordering
What payment methods do you accept?
American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, Meta Pay, Shop Pay and Visa. When you check out, you're taken to our secure payment page to finish up.
Can I cancel my order?
Contact us as soon as you can — email hello@playfultail.com or call or text (513) 635-9920 with your order number. Most orders are processed automatically the moment they come in, so we can't guarantee a cancellation, but if we catch it before it ships we'll cancel it with no cancellation fee and refund the item price in full. Once it's shipped, our return policy applies instead.
Made-to-order, custom and personalized items can't be cancelled once production has begun.
Can you hold my order for a later delivery date?
Happily. Reach out with your order number and the date that works for you.
What happens if a pre-order's ship date changes?
We'll email you. For most pre-orders you can wait for the new date or cancel for a full refund.
Made-to-order, custom and personalized pieces are the exception: once production has started they can't be cancelled, even if the delivery date moves.
What if an item is priced wrong on the site?
Mistakes happen. If a price on our website is shown incorrectly, we reserve the right to cancel the order and refund you in full.
Are you an authorized dealer?
Yes — for every brand we carry. Meet the brands.
Getting it to you
How much is shipping?
Orders over $75 ship free to the lower 48 states. Orders under $75 ship from $7.99, with faster shipping available at checkout for an additional cost. A few oversized and freight pieces carry a delivery charge, and it always shows at checkout before you pay.
When will my order ship, and when will it arrive?
It depends on which warehouse your order ships from and where it's headed. Most items leave within 0–3 business days once payment clears; some need extra handling time before they ship. After that, delivery usually takes 2–6 business days.
Need it sooner? Faster shipping is available at checkout for an additional cost. Made-to-order and personalized items ship in 7–14 business days, and large freight pieces can take longer.
Where do you ship?
Right now we ship to the lower 48 states. Freight items can't ship to Alaska, Hawaii or Puerto Rico.
Is my order insured?
Always. Every order ships insured and with tracking — even a single small toy — at no extra cost to you.
How do floor clocks and big furniture arrive?
By freight carrier. The driver sets your delivery down at the closest door or first dry spot, like a garage or covered porch. Freight doesn't include bringing it inside or setting it up, so please plan to have help.
Hermle floor clocks ship free by freight in the lower 48, except to Mountain and Pacific states ($450). Anderson Teak furniture ships free, curbside, within the continental U.S. More on freight.
How long do made-to-order and personalized items take?
They're made just for you and ship in 7–14 business days. The lead time is listed on the product page and at checkout.
Sending it back
How do I return an item?
Most items can come back within 45 days of delivery if they're new and unused, free of pet hair, odors or wear, and have all their original parts, manuals and packaging.
Every return needs our approval first. Fill in our return form or email hello@playfultail.com with your order number, and we'll take it from there.
How do I get a return label?
Once your return is approved, we email you a label at our discounted carrier rate, and its cost comes out of your refund. Pack the item inside a sturdy shipping box (the retail box alone isn't strong enough), attach the label and drop it off with the carrier shown.
All returns must travel on a Playful Tail label for tracking and insurance — we can't accept returns sent on self-purchased labels.
What does a return cost?
Return shipping is the customer's responsibility, unless the item arrived damaged or we sent the wrong thing.
Items over $500, and large or freight items, return by freight at your expense with a 15% restocking fee — we'll quote our discounted freight rate before you send anything. Items that come back used, damaged, or missing parts or packaging are refunded less a 20% restocking fee.
What can't be returned?
Clearance, closeout and final-sale items; food and treats; custom, personalized and made-to-order items, including floor clocks built to order; gift cards; and anything marked non-returnable on the product page.
How long does a refund take?
Once your return arrives and passes inspection, we refund your original payment method within 5–10 business days. Original shipping and freight charges are non-refundable. Returns sent without approval, or after the 45-day window, can't be refunded.
If something breaks
My order arrived damaged. What do I do?
First, don't worry — every order ships fully insured, so you won't pay a thing to make it right. Contact us at hello@playfultail.com or (513) 635-9920 within 48 hours of delivery with a photo of the damage, plus the box and shipping label if you can. If the damage is obvious at the door, simply refuse the delivery and let us know.
Please keep the item and its packaging until the claim is settled, as the carrier may ask to inspect it.
How long does a replacement take?
We open the claim with the carrier and arrange a replacement, repair or refund as quickly as we can. Large, freight-delivered and made-to-order pieces take longer, since they may need to be built or shipped again by freight — we'll keep you updated at every step.
Reaching a person
Who answers when I call?
Our AI concierge answers the phone 24/7 at (513) 635-9920 and can help with order status, stock and shipping questions.
Texts to that same number, and emails to hello@playfultail.com, are answered by a person on our team, Monday to Friday, 10am–4pm Eastern.
What's the fastest way to reach a person?
Text (513) 635-9920 or email hello@playfultail.com during our hours — Monday to Friday, 10am–4pm Eastern. Include your order number and we can jump straight in. You can also use the form on our contact page.
Who we are
Where are you based?
Playful Tail is a small, family-run shop based in Amelia, Ohio. Read our story.
Do you give back?
Yes. A portion of every sale supports animal shelters and rescues in and around Amelia, Ohio, and we donate many returned items to shelters and rescues too. See where it goes.
Do you carry American-made products?
We do. Everything from Whitehall and Manual Woodworkers & Weavers is made in the USA.
Still wondering about something?
Ask us directly — a real person answers texts and email, Monday to Friday.
Nothing matches that one. Ask us directly — a person answers email and texts Monday to Friday.
Ask a question