Help
Everything about ordering, shipping, sizing and returns. Can't find what you need? Email support@shoproyaltails.com and a person will answer, usually the same day.
Where is my order?
Track your orderEvery order ships with tracking. You get the number by email as soon as the coat leaves us, usually within one business day of ordering. From there it takes 5 to 10 business days to arrive.
No tracking email? Check your spam folder first. If it isn't there, send us your order number and we'll resend it.
Shipping
Free to every US address, with no minimum. Orders leave within one business day and arrive in 5 to 10 business days. We don't ship outside the US yet.
We're a small brand shipping direct from our production partner, so we're slower than a warehouse in Ohio. We'd rather tell you that here than surprise you at checkout.
Returns and exchanges
Wrong size
Send us a photo of your dog wearing the coat, along with the chest measurement you took, within 30 days of delivery. We ship the correct size within one business day, at no cost. Keep the first coat or pass it to a dog who needs one. There is nothing to send back and nothing to pay.
Changed your mind
Tell us within 90 days of delivery and we refund every cent, including what you paid at checkout. No restocking fee, and you keep the coat.
One exchange per order. It's either the swap or the refund, not both. US addresses only.
Sizing
Chest girth is the number that matters, not weight. Wrap a soft tape around the widest part of your dog's ribcage, just behind the front legs. Snug, not tight.
Between two sizes? Size up. The elastic waist takes up slack. It can't create room that isn't there.
Still unsure? Email us your dog's breed, weight and chest measurement. We'd rather help you get it right the first time than sort it out afterwards.
Caring for your coat
Machine wash cold on a gentle cycle, with the zip closed so it doesn't catch. Air dry. Don't tumble dry, it flattens the insulation and you lose warmth you paid for.
No iron, no bleach, and no fabric softener. Softener coats the shell and works against the waterproofing.
Talk to a person
support@shoproyaltails.comWe answer every email ourselves, usually the same day. If you're writing about a size, include your dog's breed, weight and chest measurement and we can sort it in one reply instead of three.
