GENERAL

How can I get Help Fast

Call us directly on (08) 8263 5570, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us a nytime at enquiries@tailspetcentre.com.au

HELP! I'M HAVING TROUBLE PROCESSING MY ORDER.

It’s rare, but occasionally we experience technical difficulties. In order to avoid frustration, simply pick up the phone and call us directly on (08) 8263 5570, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at enquiries@tailspetcentre.com.au

WHAT IS YOUR SATISFACTION GUARANTEE?

You may return any item for refund/credit or exchange for any reason if it is in “resalable” condition within 30 days. (This policy does not apply to custom made items.) This warranty does not cover normal wear and tear that results from the use of our products. Use of our products in a manner other than that for which they were manufactured also nullifies this warranty. Tails Pet Centre’s goal is to continually update and improve our products. Because of this process, some product images, logos, and labels on the website are subject to vary from time to time. Please contact us if you have any questions or concerns regarding our warranty policy.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept VISA and Master Card. Be aware it takes one week for the cheques to clear. Once we have received the cheque and it clears, we will ship your order.

HOW LONG DOES IT TAKE?

Orders generally ship within 1-2 business days and take anywhere from 3 to 10 business days to be delivered. Delivery time depends on where you are located and the level of service you select.

CAN YOU RUSH AN ORDER?

Yes, typically we are able to meet all expected needs for a rush order… To accommodate your expedited shipping needs, call us directly on (08) 8263 5570, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at enquiries@tailspetcentre.com.au for shipping options and delivery expectations.

CAN I SEND A PURCHASE OUT OF THE COUNTRY?

No, Tails Pet Centre is not currently providing International Shipping. You can contact us regarding your international order on (08) 8263 5570, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at enquiries@tailspetcentre.com.au

I DID NOT GET A CONFIRMATION.

Your immediate confirmation is available for you to print at the end of the checkout process, once your purchase is complete. A confirmation email will be sent to your attention once your order has been processed and again once your order has shipped. Occasionally these emails are blocked by your SPAM filter or placed in your junk mail folder.

IS THIS A SECURE SITE?

YES. Our orders are processed securely. The security of your information is very important to us. We use Secure Socket Layer (SSL) technology and Secure Payment Gateways to protect the security of your online order information. SSL technology encrypts your order information to protect it from being decoded by anyone other than TAILS PET CENTRE. Once you enter the checkout page your computer will begin communicating with our server in secure mode. When a customer is making a purchase from the website, the secure payment gateway communicates with the banking network to confirm the validity of the credit card used and the availability of funds.

AQUARIUM

WHAT IS CARBON USED FOR IN AQUARIUM FILTERS

Carbon, or activated carbon, is used as a chemical filtration media. It helps to remove many organic and inorganic materials dissolved in tank water – it keeps the aquarium water clear, and removes odours. Activated carbon works by using absorption and adsorption.

CAN I USE RAINWATER IN MY AQUARIUM

Rainwater would seem the natural choice in fish environments as this is theoretically what their natural habitat consists of. However, for various reasons, the rainwater we collect is not the same as the water found in rivers. Rain collected in suburbia can be affected from a host of issues which will change the quality, a few of which are: Airborne pollutants from traffic and industry; Tannins from leaf matter especially eucalyptus; Waste residue on the roof from fauna such as birds, possums & rodents. Having these on our roofs presents problems when they break down and over time form ammonia and other harmful chemicals. One way to remove these is to filter the water through a quality filtration system such as reverse osmosis. Once it has been filtered you will need to still treat the water with a Tap Water Conditioner to remove chlorine and chloramines as they will still be present. One suggestion is to mix treated rainwater with tap water at a 50/50 ratio.

WHAT ARE GOOD TANK-CLEANING FISH?

Tropical: Bristlenose Catfish are fantastic for cleaning the tank, and Corydoras are good bottom feeders too. Consider also the mysteriously named ‘Mystery Snail’ as a tank cleaner. Cold water: Sucking catfish, either in the silver or gold variety.

WHICH FISH SHOULD I GET FOR MY POND?

All the cold water fish are generally able to go together. You would generally choose goldfish for a pond, so either Comets, Fantails or Ranchus. Comets are the hardiest of the goldfish varieties, which is another thing for customers to consider. It is considered best to re-stock ponds in spring, as the weather gets warmer – though make sure that there are some shaded areas in the pond.

SHOULD I PUT A HEATER IN MY COLD WATER TANK? (WE HAVE THEM...)

If the water is likely to get very cold, then you could introduce a heater. The optimal temperature for coldwater fish is between 15 -20 °C, but they can survive more extreme temperatures. The risk, however, is that fish are more prone to stress and disease outside of these ideals.

MY FISH KEEP DYING

The most likely possibility in this case is the water. Check the pH, temperature and ammonia levels of the water. If the fish are new to the tank, then consider adding some Stress Coat and/or Quick Start (Quick Start helps to start a healthy bacterial cycle in the tank, while Stress Coat will help to reduce fish stress). If the water is ok, this can be ruled out and we then look at the possibility that the fish are ill. You can sometimes see abnormal features or behaviours in the fish. Consider fish disease treatment options.

DOG

WHICH IS THE BEST FOOD TO HELP MY DOG/CAT LOSE WEIGHT?

Foods that contain lean meats are great for overweight dogs. Most common ingredients include turkey and kangaroo. Products like Hills’ Perfect Weight and Light, and Royal Canin’s Light Weight Care Range are ideal for overweight dogs and cats. Ivory Coat Turkey for dogs is a reduced fat formula that is suitable for overweight and senior dogs. TIP: When feeding your pet, particularly pets that are overweight, use the daily feeding guide and be strict with it, limiting treats and other food sources outside of their main diet. When measuring your pet’s food, consider their ideal weight and not their current weight.

WHICH FLEA TREATMENT IS BEST AND SHOULD I GO FOR CHEWS OR TUBES?

This is typically dependent on your dog, consider the following factors; A ‘tube’ treatment needs the coat to be completely dry prior to application, consider this when bathing your dog and also the rain, if they area an outside dog. Be mindful when patting your pet post-application and keep them dry for the next 48 hours. Most popular tube treatment is Frontline which is available for cats as well as dogs. For ‘chewable’ options, Nexgard flea treatments are the most popular choice, which again treats all the life stages of fleas. If the dog is fussy with eating, then the tubes would be a better option. Some people find it harder to apply in the liquid tubes form, and find it quicker to give the chew to the dog.

WHAT’S A GOOD DENTAL PRODUCT?

There are a number of products available that are helpful for maintaining healthy teeth, but they do not replace the need for brushing. Brushing your dog’s teeth is so important and can save you potentially thousands of dollars at the vet. Greenies are good for the teeth, and come in a range of different sizes, as well as different flavours (Original, Blueberry, and Mint). Greenies also offer a cat range. Whimzees are also great canine dental products, and are recommended because they are all naturally sourced, are vegetable based, and grain-free. There are other products like dog toothbrushes, toothpaste, water additives and Plaque Off that can help. Certain foods also have a specific focus on dental, such as Hills Oral Care. Bones are great for dog’s teeth; we often have a number of smoked bones available at the shop which are suitable for many breeds of dogs.

WHAT ARE MY OPTIONS FOR WORMING?

The most popular worming treatment would be Advocate. This does Fleas, Heartworm and Worms, and comes in sets of 3 month or 6 month treatments. They come in a tube form that can be squeezed on the back of the neck after parting the fur. However Advocate does not treat Tapeworm. Drontal Allwormers are a reputable product, which cover most worms but not heartworm. Aristopet dog worming tablets are also available at our store for individual sale, this product does include tapeworm but not heartworm. Consider what worming your dog will need, and consider any vaccinations your dog receives at the vet.