Shipping Policy
Free U.S. shipping on every order via UPS Ground — processing, transit, tracking, and what to do if a parcel is damaged or lost.
- The short version
- A Monday order, hour by hour
- What happens, step by step
- Delivery timeline
- Where we ship — and how
- Address changes
- Damaged in transit
- Lost packages
- Delivery attempts
- Weather and carrier delays
The short version
Shipping is free on every order — no minimum, no code, nothing to add at checkout. Orders in the contiguous United States ship with UPS Ground. Orders are processed in 1–2 business days (Monday–Friday, excluding U.S. federal holidays), and transit takes 2–5 business days. You get a tracking number by email as soon as your label is created. Taxes are calculated at checkout where applicable.
A Monday order, hour by hour
Monday, 10:04 a.m. Maya checks out. Within minutes she receives an order confirmation email with her order number, the item, the delivery address she entered, and a note that shipping is free.
Monday afternoon. Our team pulls her order, checks the carrier and its packaging, and prepares it for shipment. If anything about the address looks off — a missing apartment number, a ZIP that does not match the town — we email Maya before the label is created.
Tuesday morning. The UPS label is created and Maya receives a second email with the tracking number and a link to follow the parcel. The carrier is handed to UPS the same day.
Tuesday–Thursday. The parcel moves through UPS sorting hubs. Each scan updates the tracking page: picked up, in transit, out for delivery.
Thursday or Friday. The carrier arrives at Maya's door. If she is away, UPS follows its normal delivery-attempt process and leaves a notice with re-delivery or pickup options.
That is the normal path. The rest of this policy covers the cases where the path bends: PO boxes, military addresses, damaged boxes, lost parcels, and address changes.
What happens, step by step
- Order. You check out through Shopify's secure checkout. Your confirmation email is a receipt for the order.
- Processing (1–2 business days). We pick, inspect, and pack your item. Orders placed on weekends or U.S. federal holidays begin processing on the next business day.
- Label + tracking email. When the label is created, you get an email with the tracking number. This is the moment your parcel officially exists in the carrier's system.
- Carrier pickup. UPS collects the parcel from us, usually the same day the label is created.
- Transit scans (2–5 business days, contiguous U.S.). The tracking page updates at each hub.
- Delivery. The parcel is delivered to the address on the order. Signature requirements follow the carrier's standard practice for the service used.
Delivery timeline
| Stage | Typical timing | What you receive |
|---|---|---|
| Order confirmation | Within minutes | Email with order number and order details |
| Processing | 1–2 business days | Nothing yet — we are packing |
| Label created | End of processing | Tracking email with carrier link |
| Transit (contiguous U.S.) | 2–5 business days | Tracking scans at each hub |
| Delivery | End of transit | Parcel at your door |
Where we ship — and how
Contiguous United States: UPS Ground, free, 2–5 business days of transit after 1–2 business days of processing.
PO Box, APO, FPO, and U.S. territory addresses: UPS Ground cannot deliver to these addresses, so those orders ship with USPS Ground Advantage instead — still free. Transit may run longer than the standard 2–5 business days, and tracking updates follow USPS's scanning schedule.
International: We do not ship outside the United States at launch. If that changes, this policy will be updated before any international order can be placed.
Address changes
If you catch a mistake, email us at business@Tailwell.shop within 12 hours of ordering with your order number and the corrected address, and we will try to update it before the label is created. After the label is created we cannot reroute the parcel — the address on the label is the address the carrier will deliver to. If a parcel goes to an old address, contact us and we will help you trace it, but we cannot guarantee recovery once it is in the carrier's hands.
Damaged in transit
Open your parcel promptly when it arrives. If the box is crushed, torn, or punctured, or the item inside is damaged, photograph the outer box, the inner packaging, and the item itself, and email the photos to us within 14 days of delivery. Keep the original packaging until we tell you otherwise — the carrier may ask for it. We will replace the item or refund you in full, your choice, and we will cover the return of the damaged item if we ask you to send it back.
Lost packages
If your tracking page shows no movement for 5 business days, email us with your order number. We will open a carrier trace with UPS (or USPS for PO Box / APO / FPO / territory orders). If the trace confirms the parcel is lost, we will reship your order or refund you in full — your choice. We do not make you wait out the carrier's full investigation window before offering the replacement or refund; once the trace is open and the parcel has shown no movement for 5 business days, we act.
Delivery attempts and parcels left at the door
UPS follows its standard delivery-attempt process. If a delivery is missed, the carrier leaves a notice with options to reschedule or pick up the parcel. If tracking says "delivered" but you cannot find the parcel, check with household members, neighbors, and your building's leasing office or mailroom first, then email us. We will help you trace it with the carrier. We are not able to replace or refund parcels that tracking shows as delivered to the correct address until the carrier has had a chance to investigate.
Weather and carrier delays
Storms, wildfires, and carrier network disruptions can add days to a delivery. Those delays are outside our control, but they are not outside our attention: if your parcel stalls, email us and we will check the tracking, contact the carrier where we can, and keep you posted until it moves again. We will not charge you for a delay, and a delay never shortens your 30-day return window, which runs from the delivery date.
What shipping does not include
We ship products to your door. We do not offer installation, assembly, or in-person delivery services, and we do not deliver on a scheduled appointment basis. Bulky-item freight is not used — every Tailwell product ships as a standard parcel.
Questions about an order
Email business@Tailwell.shop with your order number, or call +1 (555) 0134-6372. We aim to reply within two business days; messages about a parcel that appears lost or damaged get priority.
Effective date: October 14, 2026. This policy is written to meet Google Merchant Center requirements for shipping transparency: the shipping cost (free), carrier, processing time, and transit time stated here match what is shown on product pages and in the product feed.