Shipping policy

Last updated: September 23, 2026

Order Processing

In-stock orders are normally processed within 1–3 business days.

Orders placed during weekends or public holidays will begin processing on the next business day. Processing may take longer during periods of unusually high demand or where additional order verification is required.

Products made or modified according to a customer’s specifications may require additional preparation time. Any applicable lead time will be displayed on the product page or communicated before dispatch.

Shipping Destinations

We offer international shipping to available destinations displayed during checkout.

Shipping availability may vary depending on the destination, product, carrier restrictions, customs requirements or other operational limitations.

If no shipping method is available for your address during checkout, contact us at info@equinetails.com before placing an order.

Shipping Carriers

Orders are shipped using trusted courier and delivery partners selected according to the destination and available service.

Available shipping methods may include standard or express delivery. The actual carrier and service may vary by country, delivery address and package requirements.

Where tracking is available, the customer will receive a tracking number after dispatch.

Shipping Rates

Shipping charges are calculated and displayed during checkout based on factors including:

• The delivery destination.

• The selected shipping service.

• The products and total value of the order.

• Available market-specific shipping rates.

• Any applicable free-shipping offer.

Free shipping applies only when it is displayed as available during checkout for the relevant destination and order.

The shipping amount shown before payment is the rate applicable to that order.

Estimated Delivery Times

Estimated from the date of dispatch. Rates and available services are confirmed at checkout.

Express only: Standard delivery is not available for Middle East / GCC, Asia, Oceania, Africa and Latin America.

These timeframes are estimates and are not guaranteed.

Delivery may take longer because of customs processing, remote-area delivery, public holidays, severe weather, carrier disruption, security checks or other circumstances outside our reasonable control.

Tracking Your Order

After your order has been dispatched, you will normally receive an email containing the tracking number and a link to the carrier’s tracking service.

Tracking information may require additional time to update after the shipping label has been created.

Customers are responsible for monitoring the tracking information and responding promptly to any carrier requests concerning delivery.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address, telephone number and contact information during checkout.

Please contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Additional costs caused by an incorrect or incomplete address, an unauthorised address change or missing contact information may be deducted from any applicable refund where permitted by law.

Taxes, Customs Duties and Import Charges

For orders delivered within the European Union, applicable VAT is included in the displayed price where required. Orders shipped from Greece to another destination within the European Union are not normally subject to import duties.

For orders delivered outside the European Union, Greek or EU VAT is not charged where the applicable export exemption applies.

Destination-country import taxes, customs duties and related charges may be calculated and collected during checkout where supported. When collected, these charges will be displayed separately before payment.

Where destination-country charges cannot be calculated or collected during checkout, the customer may be required to pay them directly to the carrier, customs authority or other relevant authority before or upon delivery.

Import requirements and charges are determined by the destination country and are not Greek VAT. Customers are responsible for ensuring that the ordered products may legally be imported into their destination.

Customs Delays

International orders may be inspected or delayed by customs authorities.

Customs clearance times are outside our control and are not included in estimated delivery times. We may provide available shipment documentation, but we cannot guarantee the speed or outcome of customs processing.

Customers should respond promptly if the carrier or customs authority requests additional information.

Failed Delivery and Return to Sender

If delivery cannot be completed because of an incorrect or incomplete address, unsuccessful delivery attempts, failure to respond to the carrier, refusal to accept the package or unpaid destination charges, the package may be returned to us.

Where permitted by applicable law, reasonable return-shipping, handling or carrier charges resulting from a failed delivery may be deducted from any applicable refund.

Original shipping charges may not be refundable where delivery failed for reasons attributable to the customer.

This section does not affect your statutory rights where the failure was caused by Equine Tails, the carrier or a faulty or incorrectly supplied product.

Lost, Damaged or Delayed Packages

If tracking indicates that a package is lost, significantly delayed or damaged during transit, contact us at info@equinetails.com with your order number.

For visible damage, please retain the packaging and provide clear photographs of the package and product so that we can investigate with the carrier.

We will assess the issue and provide an appropriate solution in accordance with applicable law.

Delivery Confirmation

An order may be considered delivered when the carrier’s tracking information confirms delivery to:

• The delivery address provided during checkout.

• A person present at that address.

• An authorised neighbour, reception point or safe location.

• A collection point selected or approved by the customer.

If tracking shows delivery but you cannot locate the package, contact the carrier and Equine Tails as soon as possible.

Contact

For shipping, tracking, customs or delivery enquiries, contact:

Email: info@equinetails.com