Welcome to the Tails Untold® Help Center.
We're here to help with any questions.
Creating your Pet's Personalized Book – Pet Info Form
Can I put more than one pet in the book?
Are there Adventure Stories available in cities other than New York City?
Can I put a pet other than a dog or a cat in the Tails Untold® book?
What if there are more members than five in my family?
What if I don't know the answer to a question?
Uploading Photos
How do I upload photos?
How can I make sure the pictures turn out well?
Do I have to upload all 10 photos?
How do you decide which photos to use?
What type of photos are the best to upload?
Can I use my cell phone camera pictures?
Return Policy
Can I return my book?
What if Tails Untold® makes a mistake?
What if if I provide the wrong information?
What if my order arrives damaged?
What if I have not received my order?
Ordering, Delivery Time and fees
How long will it take to get my book.
What is the cost for shipping and handling?
Do you ship internationally?
Are taxes included in the price of my book?
Can I buy a gift certificates?
When will my credit card be charged?
Is it safe for me to use my credit card on this site?
Do you ship to P.O. Box addresses or an APO addresses?
Creating your Pet's Personalized Book - Pet Info Form
Can I put more than one pet in the book?
Sorry, our first book only allows for one pet per book.
Are there Adventure Stories available in cities other than New York City?
New York City is our first book and we will have more Adventure Stories in
other cities in the future. Come back and visit us to see where your pet can venture next. It could be Paris, London, Rome or other great cities.
Can I put a pet other than a dog or a cat in the Tails Untold® book?
We love all animals but right now the New York Adventure story and
illustrations were written for a cat or dog. If you like another pet email us
and we will consider more animals in the future.
What if there are more members than five in my family?
We will do our best to fit more family members.
What if I don't know the answer to a question?
Please answer the best that you can and Tails Untold® will do the best we can to
complete the story.
Our Return Policy
A return policy on personalized products is extremely difficult to provide, as each product is uniquely created for a specific family and pet and cannot be resold. It is our goal that all of our customers be happy and completely satisfied with our products as well as our service. Therefore we provide the following return policy to accommodate our customers as reasonably as possible.
* * All returns must be processed within 42 days of purchase * *
What if Tails Untold® makes a mistake?
It does not happen often as we proof read our books and personalized products twice before they are printed and assembled. However, in the event that Totti Tales makes a mistake, we will correct and replace the same book title with the corrected information at no charge or your money back once we receive your originally purchased book and the corrected information.
What if I provide the wrong information?
Tails Untold® Personalized Pet Books - Since each books is one-of-a-kind personalized book based on the information you have provided us, we cannot replace or refund at no charge. Once we receive the original back, we will print and ship another book at 10% off the original price plus shipping and handling. No refund will be provided.
Personalized Photos - We will only replace books if they are defective, provided they are returned. The quality of the pet' s photo in the book will be as good as the pictures that are provided to us. Therefore please make certain that your pictures are of good quality and meet our required specifications and guidelines.
What if my order arrives damaged?
Contact us at 646-783-4659 or e-mail us at info@tailsuntold.com within 5 days of receiving your order. Once we receive the damaged product, a replacement will not be provided if notified within 5 days of when the order is received.
What if I have not received my order?
Contact us at 646-783-4659 or info@tailsuntold.com no later than 6 weeks after placing your order and we will ship a replacement immediately. Orders will not be replaced or refunded after 42 days from when the order was placed.
Uploading Photos
How do I upload photos?
- Click on family or pet photo box
- Click "Browse" to select an image from your computer
- Click on your selected photo and it will upload
How can I make sure the pictures turn out well?
The quality of the pet' s photo in the book will be as good as the pictures that are provided to us. Therefore please make certain that your pictures are of good quality and meet our required specifications and guidelines.
Do I have to upload all 10 photos?
No, we can accept a minimum of 3 photos; which would hopefully include 1 of the family. However, to create a great book, 10 is the best number (1 of family with pet, and 9 of pet alone). We will do the best we can with the number and quality of photos you submit. Remember, not all photos may be used.
How do you decide which photos to use?
We choose the best photos in terms of quality and positions. In some cases, not all pictures will be used because of this. We want your pet to look the best the he or she can look.
What type of photos are the best to upload?
Please see the guidelines on the "Make your book" page.
Can I use my cell phone camera pictures?
The present technology for cell phone cameras often produces photos that are not that good. Often they are grainy or too small and we want to be sure you have a great book. If the quality of your cell phone photo is good then we will do our best. Technology of cell phone photos is changing so if that is all you have, we will do the best we can with the photos you provide.
Ordering, Delivery Time and fees
How long will it take to get my book?
It will take approximately 4-6 weeks from the date we receive your completed
pet information form and received all your photos.
What is the cost for shipping and handling?
A flat $10.00 is charged for shipping and handling, US only.
Do you ship internationally?
Yes. During check-out, select the shipping method "Canada" or "International". You will pay to ship during check-out, the cost will be determined based on the country. The time for receiving an International delivery may be longer than the 4-6 weeks.
Are taxes included in the price of my book?
It depends on where you live, some states require tax. If there is a tax, it will
be added at check-out.
Can I buy a gift certificates?
We do not have one at the present time, but we hope to offer these in the near
future.
When will my credit card be charged?
Because each book is made especially to your order, we charge your credit card upon
receiving your order.
Is it safe for me to use my credit card on this site?
For security, we encrypt your credit card and order information using Secure
Socket Layer technology. This protects you from "prying eyes" that might otherwise
attempt to steal personal information from you, such as your credit card or payment
information. This technology is an Internet standard.
Do you ship to P.O. Box addresses or an APO addresses?
Yes, we can ship to P.O. Boxes and APO addresses with Standard delivery.
