free shipping On order over P6,000
free shipping On order over P6,000

FAQ

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some advantages if you have an account with us:

  • Receive updates and new items
  • Avail our monthly raffle draws for free item
  • Be the first to know of discounts

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

Are there any exchange rates?

All of our transactions are based in Philippine Peso. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept PayPal payments and Online Bank Transfer. We do not accept personal checks and money orders. We do have Cash on Delivery Service but is subject for 50% downpayment and additional 10% on total price for handling fee.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then 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.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion. 

Any cancellation made after an order has been placed will be subject to a cancellation fee of PHP500 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method.

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address.

When will my order arrive?

The delivery time is 3 to 7 days after order confirmation. Processing time takes 2 to 4 days, then we ship your products out. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the courier. Please take note courier is not the same since we consider the cheapest. Couriers are: Black Arrow, LBC, XPOST, etc

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.

SHIPPING 

When will my order be processed?

We processes orders between Monday and Saturday. Orders will be processed within 2-4 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Shipping takes 2 to 7 days depending on your location and courier.

Is my order eligible for free shipping?

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, and sale. Your order will be shipped using economy shipping.

RETURNS

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible. Contact us via email: admin@cottonytail.com or through our Facebook page in the icon badge in header and footer.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment.