We want to make everything as simple as possible for you - so here are some of our most frequently asked questions:
Signing Up
How do I add a promocode?
If you’ve been given a referral code or have a promotional code which you’d like to use for your first order, you can add this to your order before checking out.
When signing up, at the top right of your screen you’ll be able to see a promocode box which you’ll just need to click on in order to add your new promocode. Once you've added your code into the box, this will be applied to your order and you’ll be able to see your trial price at checkout.
If you have a Wowcher or Groupon code, you'll need to claim these by using the links from the companies in your email and then with these link follow the steps to sign up.
How do I transition my dog over to their new food?
Slow and steady is the secret! We recommend a 7-day transition plan to allow your dog’s digestive system to adjust and avoid an upset stomach or runny poos.
What is the 7-day transition schedule? Follow this simple mix ratio to get your dog started:
Days 1-2: 25% Tails.com + 75% old food.
Days 3-4: 50% Tails.com + 50% old food.
Days 5-6: 75% Tails.com + 25% old food.
Day 7+: 100% Tails.com.
If you’re feeding Tails.com wet food as well as their tailored kibble, add a little of that with their kibble in your 7 day transition, slowly increasing the amount so they can get used to both at the same time.
It says I have a matching account, can you help?
Our system has flagged your details (address, payment method, or dog's profile) as matching an existing account. However, only offer one discounted trial per household or per dog.
How can I unblock my account? If you still want to join the Tails.com family, please email us if:
You want to skip the trial: You're happy to proceed with a full-priced order.
It’s a mistake: You've moved into a new house where a previous tenant used Tails.com.
Typo: You need to correct your registration details.
New Dog: You are a returning customer with a brand new dog.
Your Account and Payment
How can I skip a month without cancelling?
If you have too much food or are going away, you can delay your next delivery or pause your subscription in the ‘Account’ section of your dashboard without fully cancelling.
How can I update my payment method?
You can update your payment method at any time through your Dashboard:
Select 'Account' from the menu bar.
Under 'Payment method', choose ‘Update’.
Select Credit/Debit Card or PayPal and click ‘Continue’.
Enter your new details and select ‘Confirm’ to save.
Please note: If you already pay with Paypal but need to update the card linked to your Paypal account, you’ll need to do this via Paypal.
How do I cancel my account?
The quickest way to cancel is through your online Dashboard:
Select 'Account' at the top of the page.
Scroll down and click 'Cancel deliveries'.
Choose 'Cancel Deliveries' again on the next page.
Select your reason for leaving.
Confirm cancellation as the final step. You will receive a confirmation email once this is complete.
Deliveries & Sustainability
How often do I get deliveries?
We typically deliver your dog’s tailored recipe once a month. For puppies under 14 weeks, we deliver every two weeks so that we can keep up with their nutritional needs.
How much does it cost?
There is no fixed price because every recipe is unique. The cost is tailored to your dog’s specific nutritional needs, size, and health goals. You'll be able to see your dog's monthly price once you've entered all their details during sign up.
How can I order just wet food for the month?
Yes! You can order a "wet food top-up" without receiving your full dry food delivery:
Log in to your Dashboard.
Scroll to 'Quick Links' and select 'Order extra wet food'.
Choose your dog's selection and pick a delivery date.
Important: If you have too much dry food, remember to select 'Push back 1 month' to delay your next full subscription box.
Can I buy wet food or treats without a subscription?
However, if you’d like to buy wet food or treats on their own, you can visit our separate shop here.
I'm going on holiday, can I change my delivery address for one month?
If you're going away, you can update your delivery address in your Dashboard.
Select 'Account' from the menu bar.
Under 'Delivery details', choose ‘Update’.
Select 'Change' next to your address, enter your postcode, and choose 'Find address'.
Pick your new address from the dropdown and select ‘Save changes’.
Note: Remember to update this back to your home address when you return!
Is your packaging recyclable?
Here at Tails.com, we’re on a mission to improve the world of pet food for good. And using packaging designed for recycling is a major part of achieving this goal.
Which packaging is recyclable at home? You can recycle your cardboard delivery boxes, wet food boxes, menu cards, and clean wet food trays in your standard curbside recycling bin.
Which packaging should I take to a supermarket? Soft plastics—including kibble bags (label removed), biscuit bags, Dental Dailies, and chew bags—can be recycled at most large supermarkets.
Dog Health and Nutrition
My dog has a health condition, can you help?
We sure can! We tailor our recipes to support all sorts of specific health needs.
How do I check if you cover my dog's condition?
Check out our Dog Health and Nutrition section to see what we can/can't help with
If you can’t see your dog’s condition there, take a look at our Other Health Conditions page.
My my dog has an allergy, can you create a recipe for them?
Hypoallergenic? Grain-free? Sensitive stomach? We’re here to help. When you create your dog's profile, you can specify any ingredients that don’t agree with them. Our nutrition team will then formulate a tailored kibble blend that avoids these. We can also include supportive ingredients, like prebiotics for their gut health or salmon oil to support any skin issues. We’ll also tailor their meal plan, including wet food and treats, to be suitable too. So you can spend less time checking labels and more time cuddling on the sofa. Please note, because we handle such a huge variety of ingredients, tiny amounts of trace ingredients can be present in any tailored kibble blend. If your dog has a serious allergy, seek veterinary advice before choosing their food.
How can I make sure my dog is getting the most out of Tails.com?
To get the most out of Tails.com, it is vital to keep your dog’s profile current. This ensures their food provides exactly what they need for a happy, healthy life.
Whether your dog’s health needs change—such as needing weight management or the removal of a specific ingredient—you can update their profile at any time. Our in-house Nutrition Team is also always available to help too.