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Frequently Asked Questions
Answers to common queries about our services and how we can assist you.
What is TailMe?
TailMe is an online store specializing in innovative pet technology, including GPS trackers, automatic feeders, interactive toys, and more, designed to enhance pet care and safety.
How can I contact TailMe?
You can reach us via email at info@tailme.co.za, telephone at 010 007 1717, social media through Facebook or Instagrams messenger or use our live AI chat.
Do you have a physical store?
No, we are an online-only store, but we ship throughout South Africa.
Do you offer bulk or wholesale pricing?
Yes! If you’re a pet business or a veterinary clinic, contact us for bulk order discounts.
Can I change or cancel my order after placing it?
If your order hasn’t shipped yet, we may be able to modify it. Contact us as soon as possible.
Where do you ship to?
We currently ship across South Africa.
How long does delivery take?
Shipping depends on a number of factors.
* Where you are based in relation to a main distribution centre
* Time of the day (evening orders will be sent out the next day)
* Day of week
* Stock availability
* Shipping Method
Our average shipping times for standard shipping takes 2-4 business days, and express shipping takes 1-2 business days.
How much does shipping cost?
Shipping costs vary depending on your location and selected shipping method. The total will be displayed at checkout.
How do I track my order?
Once your order ships, you’ll receive a tracking link via email.
What if my order hasn’t arrived?
If your order is delayed, please check your tracking link first. If there’s an issue, contact us, and we’ll assist.
What is your return policy?
We offer a 7-day return policy for unused items in original packaging. Some exclusions apply, such as consumables. Here is our Returns Policy.
How do I request a return?
Email us at info@tailme.co.za with your order details, and we’ll guide you through the process.
Do I have to pay for return shipping?
If the item is defective or incorrect, we’ll cover return shipping. Otherwise, return shipping is at the customer’s expense.
How long does it take to receive a refund?
Refunds are processed within 5-7 business days after we receive the returned item. However there are some instances when it takes longer due to the nature of the return.
Can I exchange an item?
Yes, if you ordered the wrong item or size, we can exchange it. Contact us.
What payment methods do you accept?
We accept credit/debit cards, EFT payments, and secure online payments via PayFast and Yoco.
Do your products come with a warranty?
Yes, all our tech products come with a 6-month to 1-year warranty (*depending on the product) against manufacturing defects.
Can I pay in installments?
At this time, we don’t offer installment payments, but we’re working on adding this feature.
Do you offer gift cards?
Yes! We have digital gift cards available in various amounts.
How do I redeem a discount code?
Enter the discount code at checkout, and the total will update automatically.
What should I do if my product isn’t working properly?
First, check the user manual for troubleshooting tips.
Restart the device and ensure it’s fully charged.
If the issue persists, contact our support team for assistance.
Do you offer technical support for your products?
Yes! Our support team is available to help with setup, troubleshooting, and general product questions. Reach out via info@tailme.co.za, our live chat or via messenger on Facebook & Instagram.
How do I request help if my product is faulty?
Email us with your order number, product details, and a description of the issue. Photos or videos can help speed up the process!
How long does it take to get a response from support?
We aim to respond within 24 hours on business days.
My product is under warranty. What does that cover?
Our warranties cover manufacturing defects, but they don’t cover accidental damage, misuse, or normal wear and tear. Contact us for details on your specific product.
Can I get a replacement if my product stops working after a few months?
If your product is still under warranty and stops working due to a defect, we’ll replace it free of charge.
What if I need help setting up my new product?
We provide step-by-step setup guides and are happy to assist via email or chat. Some products also include video tutorials.