Shipping policy

SHIPPING POLICY

Effective Date: November 4, 2026

This Shipping Policy applies to physical products purchased from the Scalez & Tailz online store.

  1. MADE-TO-ORDER PRODUCTION

Most Scalez & Tailz merchandise is made specifically for each customer’s order through our professional production and fulfillment partners. Our merchandise is not pulled from mass-produced inventory.

This made-to-order process allows us to offer distinctive Scalez & Tailz designs while maintaining the quality and care expected from our brand.

  1. ESTIMATED PRODUCTION AND DELIVERY WINDOW

Please allow approximately 3–6 weeks from the order-confirmation date for production, quality checks, shipping and delivery.

This is our normal made-to-order timeframe and does not mean that an order is delayed. Orders are not considered late solely because they remain within the disclosed 3–6-week window.

Shipping estimates begin when an order is confirmed and payment is successfully processed. Customers will receive a shipping-confirmation email with tracking information when it becomes available.

By completing a purchase, the customer acknowledges and accepts the disclosed production and delivery timeframe.

  1. UNEXPECTED PRODUCTION DELAYS

If we determine that an order cannot be shipped within the disclosed timeframe, Scalez & Tailz will contact the customer with:

• The reason for the delay, when applicable
• A revised estimated shipping date, when available
• The option to accept the revised timeframe or cancel the unshipped order when required by applicable law

Orders already shipped cannot be canceled.

  1. SHIPPING DESTINATIONS

Scalez & Tailz ships only to destinations made available during checkout. Available shipping destinations may change based on carrier availability, production-partner capabilities, customs restrictions or other operational considerations.

An order may be declined or canceled if we or our fulfillment partner cannot reasonably ship to the address provided. If payment has already been processed for an order we cannot fulfill, the appropriate refund will be issued to the original payment method.

  1. SHIPPING COSTS

Available shipping methods and charges are calculated and displayed during checkout.

Shipping charges are generally nonrefundable after an order ships, except when:

• Scalez & Tailz or its fulfillment partner delivered the wrong item
• An order is confirmed lost in transit
• A refund of shipping charges is required by applicable law

  1. SHIPPING ADDRESSES

Customers are responsible for entering a complete and accurate shipping address during checkout. Please verify:

• Recipient’s full name
• Street address and unit or apartment number
• City, state and ZIP or postal code
• Country
• Email address and telephone number

If an address correction is needed, contact reptiledude@scalezandtailz.com immediately. We cannot guarantee that an address can be changed after production or fulfillment has begun.

Scalez & Tailz is not responsible for delays, failed deliveries or additional shipping expenses caused by incorrect or incomplete information supplied by the customer.

If a package is returned because of an incorrect address, missing apartment or unit number, refusal, failure to claim the package or another customer-related delivery issue, additional shipping charges may be required before the order can be shipped again.

Returned made-to-order merchandise is not automatically eligible for a refund.

  1. TRACKING INFORMATION

Tracking information will be emailed when it becomes available from the fulfillment partner or shipping carrier.

Tracking activity may take several business days to update after a label is created. A shipping-label notification does not always mean that the carrier has physically received the package.

Carrier delivery dates are estimates and may change during transit.

  1. MULTIPLE SHIPMENTS

Products in the same order may be produced or fulfilled by different partners. As a result, an order may arrive in multiple packages on different dates.

When an order is divided into multiple shipments, customers may receive more than one tracking number. No additional shipping charge will be added solely because we divided an order into separate packages.

  1. CARRIER AND WEATHER DELAYS

After a package has been transferred to the carrier, delivery may be affected by:

• Severe weather or natural disasters
• Holidays and high-volume shipping periods
• Carrier interruptions or labor disruptions
• Transportation or customs delays
• Regional emergencies
• Incorrect or incomplete shipping information

Scalez & Tailz will provide reasonable assistance with available tracking information, but we cannot control carrier operations or guarantee carrier delivery dates.

  1. LOST OR MISSING PACKAGES

If tracking stops updating or a package appears to be lost in transit, contact reptiledude@scalezandtailz.com with your name and order number.

Scalez & Tailz or its fulfillment partner may need to open an investigation with the shipping carrier before providing a replacement or refund.

If tracking shows that a package was delivered but it cannot be located, customers should:

• Confirm that the shipping address is correct
• Check with household members, neighbors and building staff
• Check all entrances, porches, mailrooms and secure package areas
• Contact the shipping carrier for delivery details

A delivered tracking scan does not automatically qualify an order for a refund. We will review the available delivery information and assist with an appropriate carrier claim when possible.

  1. DAMAGED OR INCORRECT ITEMS

If an order arrives damaged, materially defective or contains the wrong item, contact reptiledude@scalezandtailz.com within seven calendar days of delivery.

Include:

• Your full name
• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the packaging and mailing label

Do not wear, wash, use, alter or discard an item being reported. Do not return merchandise without prior authorization.

After verifying the issue, Scalez & Tailz will provide an appropriate replacement, corrected product or refund in accordance with our Final Sale / Return and Refund Policy.

  1. INTERNATIONAL ORDERS

When international shipping is available, customers are responsible for any customs duties, import taxes, brokerage charges or local fees not collected during checkout.

Customs processing may extend the delivery timeframe. Scalez & Tailz cannot control customs inspections or guarantee an international clearance date.

Customers are responsible for confirming that a product may legally be imported into their country.

  1. DIGITAL PRODUCTS

Digital products do not require physical shipping. Download instructions or access information will be delivered electronically to the email address provided during checkout.

If a digital file or access link is incorrect or unusable, contact reptiledude@scalezandtailz.com for assistance.

  1. CONTACT INFORMATION

Questions about shipping or an existing order may be directed to:

Scalez & Tailz
8861 Branch Avenue, #1040
Clinton, Maryland 20735
United States

Phone: (917) 410-1472
Email: reptiledude@scalezandtailz.com
Website: https://store.scalezandtailz.com

The address above is our business mailing address and is not a public retail storefront.