Shipping policy
Last updated: July 2026
At SideByTail, we want your order to reach you safely and as smoothly as possible. Because our products may be fulfilled through different fulfillment partners and locations, processing times, delivery times, shipping methods, and package origins may vary by product.
Please review this Shipping Policy before placing your order.
1. Where We Ship
SideByTail currently ships within the United States.
Shipping availability may vary by product, destination, fulfillment partner, and carrier. Certain products may be subject to shipping restrictions for specific destinations or address types.
If we are unable to fulfill an order to the shipping address provided, we will contact you and provide an appropriate resolution, including a refund where applicable.
2. Order Processing & Delivery
Orders are processed by our fulfillment partners before shipment.
Processing and delivery times may vary depending on:
- the product ordered;
- product availability;
- fulfillment location;
- destination;
- shipping method; and
- carrier.
Any processing or delivery timeframe displayed on a product page, at checkout, or otherwise communicated to you is an estimate, unless expressly stated otherwise.
We make reasonable efforts to provide accurate shipping information based on the information available from our fulfillment partners and carriers.
If we become aware that an order cannot be shipped within the timeframe communicated at the time of purchase, we will provide updated information and any options required under applicable law, which may include accepting the delay or cancelling the affected order for a refund.
3. Multiple Packages
SideByTail works with different fulfillment partners. If you order more than one product, your items may therefore:
- be shipped from different locations;
- arrive in separate packages;
- arrive on different dates; and
- have separate tracking numbers.
You will not be charged additional shipping fees solely because SideByTail or its fulfillment partners divide an order into multiple shipments after purchase.
4. Shipping Costs
Any applicable shipping charges will be displayed at checkout before you complete your purchase.
Free-shipping offers, promotional shipping rates, or minimum purchase thresholds, when available, are subject to the terms displayed on our website at the time of purchase.
Shipping charges may vary depending on the products ordered, destination, and available shipping methods.
5. Order Tracking
When tracking information is available, it will be provided after your order has shipped.
Please note that tracking information may take some time to become active or update after the carrier receives the shipment.
For orders shipped in multiple packages, you may receive more than one tracking number.
If you have questions about your tracking information, contact us at support@sidebytail.com and include your order number.
6. Delivery Delays
Delivery may occasionally be affected by circumstances outside our reasonable control, including carrier disruptions, severe weather, natural events, high-volume periods, transportation disruptions, or other unforeseen circumstances.
If your shipment appears significantly delayed, please contact us at support@sidebytail.com so that we can review the available tracking and fulfillment information.
If an order cannot be shipped within a timeframe previously communicated to you, we will handle the delay and any cancellation or refund rights in accordance with applicable law.
Nothing in this section limits any rights or remedies available under applicable law.
7. Lost Packages
If your package has not arrived within the expected delivery timeframe, please contact us at support@sidebytail.com and include your order number.
We will review the available tracking information and, where appropriate, initiate an investigation with the relevant fulfillment partner and/or shipping carrier.
If a package is confirmed as lost in transit, SideByTail will provide an appropriate resolution, which may include a replacement or refund, depending on the circumstances and applicable law.
Please allow reasonable time for any carrier or fulfillment investigation to be completed.
8. Packages Marked as Delivered but Not Received
If tracking shows that your package was delivered but you cannot locate it, please first check:
- the delivery location and surrounding property;
- household members;
- neighbors;
- building reception or front desk;
- mailroom or parcel lockers; and
- any safe location where the carrier may have left the package.
If the package remains missing, please contact us at support@sidebytail.com as soon as possible, preferably within 7 days of the recorded delivery date, so that we can investigate while delivery information is still readily available.
We will review the available tracking information, proof of delivery, carrier information, and circumstances and, where appropriate, assist with an investigation involving the fulfillment partner or carrier.
A refund or replacement is not automatically issued solely because a package is reported missing after being marked as delivered. Each case will be reviewed individually.
Nothing in this provision limits any rights or remedies available under applicable law.
9. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully review your shipping information before completing your purchase.
If you notice an error after placing your order, contact us immediately at support@sidebytail.com.
We will make reasonable efforts to correct the address before fulfillment begins, but we cannot guarantee that an address can be changed once an order has entered processing or has shipped.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping, redelivery, or replacement costs may be the customer's responsibility where permitted by applicable law.
This does not apply when the delivery problem results from an error attributable to SideByTail or its fulfillment process.
10. Damaged Packages, Damaged Products or Incorrect Items
Please inspect your order promptly after delivery.
If your package or product arrives damaged, defective, or you receive an incorrect item, please contact us at support@sidebytail.com within 48 hours of delivery whenever reasonably possible.
Please include:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the packaging; and
- a photograph of the shipping label, where applicable.
Please keep the product and all original packaging until we have reviewed your claim.
Prompt notification helps us investigate the issue with the applicable fulfillment partner and/or carrier.
Please refer to our Return & Refund Policy for complete information regarding damaged, defective, incorrect, or missing items.
11. Order Changes & Cancellations
Orders may enter processing shortly after they are placed.
If you need to change or cancel an order, contact us at support@sidebytail.com as soon as possible.
We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once processing or fulfillment has begun.
If an order has already shipped, the applicable return procedure may need to be followed.
This does not affect any rights relating to delayed or unshipped orders under applicable law.
12. Returns — Important Shipping Information
Do not return a product to the address shown on the original shipping package or label unless SideByTail specifically instructs you to do so.
Because products may be fulfilled from different locations, the correct return address and return procedure may vary by product.
Certain returns may also require a Return Merchandise Authorization (RMA) before they can be accepted.
Before returning any product, contact us at:
SideByTail Customer Support
Email: support@sidebytail.com
We will provide the appropriate return instructions and, where required, the applicable return authorization and return address.
Unauthorized returns, returns sent without a required RMA, or products sent to an incorrect address may be refused or may not qualify for a refund, subject to applicable law.
Please review our Return & Refund Policy before returning any item.
13. Contact Us
If you have questions about shipping, tracking, delivery, or an existing order, please contact:
SideByTail Customer Support
Email: support@sidebytail.com
Please include your order number whenever possible so that we can assist you efficiently.