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Help Center

Help Center

In support to the current restrictions in place due to Covid-19, we have extended returns to 90 days.

If your order has not been delivered within 60 days of it being ordered, you'll get a full refund. Please contact us via

Just go to and click on a product you like. 

If an item has multiple color and/or size options, choose your product's color or size below the product images and add to cart. Then just follow the easy checkout process. 

Change the quantity or remove unwanted items from cart:

If you have added an item to your cart, but no longer wish to purchase it or if you have added a duplicate product inadvertently, you can easily remove the item and continue shopping or finish your transaction.

Visit and edit your cart at:

Adjust your item quantity by clicking on the ''quantity'' tab or "remove" by clicking on the remove link.

If you're on mobile: when on the checkout page, click the ''Show order summary'' button. The page will expand and there will be a place for you to add the discount code. 

If you're on desktop: The page will already be expanded and the discount code section visible. 

The discount code is not case sensitive. 

We accept all cancellation requests made before the order has been processed, no questions asked. Please contact us for a cancellation within 12 hours of the purchase time.

Any cancellation request sent after this will be accepted at our discretion. This is because your order will have started processing and will be on its way to you. 

We are proud for being really quick at packing and processing your order, but it means we are not able to make any changes to your order after 12 hours of the purchase.

Orders that have been sent to the shipping carrier cannot be cancelled under any circumstance.

If you have placed your order and wish to cancel, contact our customer support team as soon as possible at:

We accept the following payment options:

Visa, Mastercard, American Express, Maestro, Amex, Apple Pay, Google Pay, PayPal and Shop Pay.

All of our transactions are charged in US Dollars. If your credit card is based in another currency, your order total will be calculated with the latest US Dollar exchange rate of your card issuer.

If your card gets declined and you have sufficient funds in your bank account, try paying through PayPal or contact your bank as they may be declining the payment.

Your credit card details are protected by the highest level of commercially available 256-bit SSL Encryption Technology.

Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. 

Your credit card information is not stored on our servers.

At Bob's Tail our #1 priority is your satisfaction and happiness. We understand that buying things online can be scary with companies not staying true to their customers. If you have a problem, are unhappy with your purchase, or want a refund just send us a message and will solve it for you!

Just reach out to our team at and we will make it happen!

Shipping times:


US Expedited: 4-8 days

US Standard: 6-14 days


UK Standard: 6-13 days


CAN Standard: 6-15 days


AUS Standard: 6-15 days


EU Standard: 7-15 days


7-16 days

*Please note that due to the ongoing situation with COVID-19, some countries/states that are more affected may experience delays in shipping.Please allow 1-3 days for your order to be processed from our warehouse.

When your order is sent, you will receive a tracking number to your email. If you have not received it, or have another problem, contact and we will assist you as soon as possible!

Since we have customers from around the world, our orders are handled from various fulfillment centers around the world. 

We primarily ship out packages from our fulfillment centers in the United States, Northern Europe and Asia. 

Once your order has been shipped, you'll receive a shipping confirmation email including a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you your tracking number as soon as it's available.

Usually once you've got your tracking number, it takes 1-5 business days for it to become active.

If you haven't receive a tracking number after 3 days, please email us at

When we dispatch an order we send you an email with the order’s shipping confirmation including its tracking number. Click on the link you received in your email and it will direct you to the tracking website.

In case you cannot find your shipping confirmation email, just send us a message at and we'll find your order!

If the tracking page does not show any information or it gives you a "status not available" notification, don’t worry. Maybe it is because your order was just shipped and some shipping service requests 24-72 hours to update their tracking information. Check back later.

Don't worry - your package is in fact on its way!

The average delivery time is currently about 8-12 days once a package has been shipped. If you have not received your package within 2 weeks from the date of your shipping notification, please contact our customer service team at!

Late delivery:

If you have not received your order within 45 days of your order date, we will be happy to process a replacement or a refund.  

Tracking shows "Delivered" but I haven't received it:

Occasionally the carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes. We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbours, housemates, family members and cats to see if they happened to receive the package by mistake or on your behalf! 

If the tracking on your order shows delivered and you have not received your package, please ensure the following steps are taken prior to contacting customer service:

All customers - Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbour, or anyone that may have signed for or picked up the package. 

Please also track your package online to see if there are any special instructions or updates listed

FedEx customers - FedEx SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages can indicate that it's been delivered up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for final delivery

If you are still unable to locate your package, please contact us via and we will be more than happy to help! Please note: All lost packages (shows "delivered" but not received) must be reported within 90 days of your order date. If we are notified of a lost package after this timeframe, we will be unable to process your request.

Your 100% satisfaction is important for us. We offer a 30-day refund policy:

If a product gets damaged or was faulty upon delivery - we offer a replacement or full refund.

If you received a faulty item, contact our support team at Someone from the support team will assist you with a replacement/refund. 

Please note that some of the following will void the Bob's Tail warranty, but not limited to:

- Damages or faults caused by accidents, abuse, and misuse.

- Damages caused by wear and tear, theft or loss.

- Damages or faults caused by product tampering or use of third-party accessories.

- Use that is not in accordance with the listed instructions on the product packaging.

Received a damaged or incorrect item? We’ve got you covered!

We will send out a new one free of charge, no need to return the damaged/incorrect product. Please email us at with a photo or a short video of the item so we can confirm the error.

After we process your refund, we’ll send you a confirmation email and issue a refund to your original form of payment within two business days.

If you paid using a card, please note that it typically takes 5-10 business days for the refund to process into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account.

If you do not see the refund back into your account, we recommend you contact your issuing bank first, with the refund transaction ID received by email. 

If you paid using PayPal your refund will show up on your PayPal balance directly after the refund has been issued.

We try to pack & ship your order as soon as possible. If you gave the wrong address, please contact us as soon as possible. If you contact us before the order has dispatched(within 12 hours), we can change the shipping address.

If you gave the wrong address upon ordering and the order has already dispatched, we can no longer cancel or change the order address. 

If you gave the wrong address and the order was dispatched, we will refund the order but we'll reserve 50% of the order value to cover lost goods & shipping costs. 

Bob's Tail was created out of love for furry friends. We offer products that improve the quality of your pets everyday life through leading Scandinavian innovation.

Leo's Paw is incorporated in Finland, Europe. That's also where we do most of our administrative work.

Our main market is the US. Since we have customers from around the world, our orders are handled from various fulfillment-centers around the world.

We're so happy to have you here and we hope to see you around again. If you have any questions, we're always just one message away!

Currently we do not have any open positions but if you are interested in possible future opportunities, please send your CV to

Bob's Tail is incorporated in Finland, Europe. That's also where we do most of our administrative work.

Since we have customers from around the world, our orders are handled from various fulfillment centers around the world. 

We primarily ship out packages from our fulfillment centers in the United States, Northern Europe and Asia. 

Feel free to reach out, we're available 24/7.

The best way to reach us is via Facebook direct message: @bobstailstore, or via email:

We typically reply within a few hours.