Frequently asked questions
Answers on orders, delivery, returns and caring for your pet with RayTails.
Orders and payment
How do I place an order?
Add products to your cart and check out. You can check out as a guest or with an account.
Which payment methods do you accept?
All payments are processed through secure, PCI-compliant payment gateways. The available methods are shown at checkout. RayTails does not store your card or banking details.
Can I change or cancel my order?
Write to contact@raytails.com as soon as possible with your order number and we will help if it has not yet been dispatched.
Shipping and delivery
How long does delivery take?
Estimated delivery timelines are shown at checkout and in our shipping policy.
How do I track my order?
You will receive tracking details by email once your order ships. You can also use our track your order page.
Returns and refunds
What is your return policy?
RayTails follows a 3 to 4 day return policy from the date of delivery. Products must be unused, unopened and in their original packaging. For hygiene reasons, opened or used products cannot be returned.
What if my product arrives damaged or leaking?
Email contact@raytails.com within 48 hours of delivery with your order ID and clear photos or videos. After verification we will arrange a replacement or refund.
How long do refunds take?
Approved refunds are processed to your original payment method within 5 to 10 business days.
Product usage
How often can I bathe my pet with RayTails?
Dogs: every 7 to 14 days. Cats: every 4 to 6 weeks, or as needed. Use the dry bath and deodorant to stay fresh between baths.
What products does RayTails offer?
Pet shampoos for gentle cleansing with built-in conditioning, dry bath sprays for waterless cleaning between baths, and pet deodorants for daily odour control. We also offer joint, liver and skin and coat supplements.
Does RayTails only clean, or does it care for skin and coat too?
RayTails supports skin hygiene, hydration and coat softness, so it works as a complete skin-and-coat care routine.
Why do modern pets need grooming products?
Indoor living, pollution and contact with fabrics make regular, gentle grooming essential.
Safety and ingredients
What makes RayTails different?
RayTails is developed with a pet skin biology-first approach, not adapted from human products. Our formulas respect pet-appropriate pH and use gentle, low-irritation cleansers.
Are RayTails products vet-approved?
RayTails products are vet-guided and science-backed, developed following veterinary dermatology principles for routine grooming and hygiene.
Are they suitable for puppies and kittens?
Yes. RayTails grooming products are suitable for puppies and kittens aged 8 weeks and above.
Why shouldn’t I use human shampoo on my pet?
Human shampoos are made for more acidic human skin and can cause dryness, irritation and a dull coat in pets.
What does pH-balanced for pets mean?
Pet skin has a higher pH than human skin. Keeping a pet-appropriate pH helps support skin barrier health and coat softness.
Do dogs and cats need different grooming products?
Yes. Dogs and cats have different skin biology from humans, including higher skin pH and a thinner epidermis, and differ from each other too.
