FAQ

Find answers to the most common questions about shopping at Fitnestail. If you can't find what you're looking for, please contact us.

Orders & Payment

How do I place an order?

Simply browse our products, add items to your cart, and proceed to checkout. You'll need to provide your shipping address and payment information to complete your order.

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express), debit cards, and other payment methods displayed at checkout through our secure payment providers.

Is it safe to use my credit card on your website?

Yes! All payments are processed through secure, encrypted payment gateways. We never store your complete credit card information on our servers.

Can I cancel or modify my order?

You can cancel your order before it's processed for shipment (typically within 24 hours). Once processed, cancellations are subject to our Return and Refund Policy. Contact us immediately at support@fitnestail.com if you need to make changes.

Will I receive an order confirmation?

Yes! You'll receive an email confirmation immediately after placing your order, and another email with tracking information once your order ships.

Shipping & Delivery

How long does shipping take?

Shipping times vary by location:

  • USA: 15-30 business days
  • Canada: 20-35 business days
  • UK & Europe: 20-40 business days
  • Australia & New Zealand: 20-40 business days
  • Brazil: 30-60 business days
  • Other countries: 20-45 business days

Processing time is 2-5 business days before shipment. See our Shipping Policy for details.

How can I track my order?

Once your order ships, you'll receive a tracking number via email. Click the tracking link to monitor your package's journey. Tracking information may take 2-5 business days to activate.

Do you ship internationally?

Yes! We ship to most countries worldwide. Shipping options and costs will be displayed at checkout based on your location.

What are the shipping costs?

Shipping costs are calculated at checkout based on your destination, package weight, and selected shipping method. We occasionally offer free shipping promotions - check our homepage for current offers.

Do I have to pay customs duties or import taxes?

International customers are responsible for all customs duties, import taxes, and fees imposed by their country. These charges are NOT included in your order total and are non-refundable.

My tracking hasn't updated in a while. What should I do?

Tracking may not update during customs clearance or between carrier handoffs. If your tracking hasn't updated for an extended period, please contact us with your order number.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for defective, damaged, or incorrect items. A package opening video is MANDATORY for all return claims. See our Return and Refund Policy for complete details.

Why do I need a package opening video?

The unedited package opening video protects both you and us by providing clear evidence of the product condition upon delivery. Without this video, we cannot process return or refund requests.

Can I return an item if I changed my mind?

Unfortunately, we cannot accept returns for change of mind, wrong size/color ordered by customer, or subjective preferences, as our products are sourced internationally.

How do I request a return or refund?

Email support@fitnestail.com within 30 days of delivery with:

  • Your order number
  • Unedited package opening video (MANDATORY)
  • Clear photos of the issue
  • Description of the problem

How long does it take to receive my refund?

Once approved, refunds are processed within 5-10 business days. It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

Do you offer exchanges?

We don't offer direct exchanges. If you need a different size or color, please request a return/refund for the original item and place a new order for the desired product.

Products

Are your product images accurate?

We strive to display accurate product images. However, colors may vary slightly due to monitor settings and lighting. Product dimensions and specifications are provided in each product description.

How do I know what size to order?

Check the product description for size charts and measurements. If you're unsure, contact us at support@fitnestail.com before ordering.

Are your products authentic/genuine?

Yes! We source all products from trusted suppliers and ensure quality standards are met.

Do you restock sold-out items?

We regularly restock popular items, but availability varies. Sign up for our newsletter or check back regularly for updates on restocked products.

Account & Privacy

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and view order history.

How do I create an account?

Click "Account" or "Sign Up" at the top of our website and follow the registration process. You'll need to provide your email address and create a password.

I forgot my password. What should I do?

Click "Forgot Password" on the login page and enter your email address. You'll receive instructions to reset your password.

How is my personal information protected?

We take data security seriously. All information is encrypted and stored securely. Read our Privacy Policy to learn how we protect and use your data.

Technical Issues

I'm having trouble placing an order. What should I do?

Try these steps:

  • Clear your browser cache and cookies
  • Try a different browser or device
  • Ensure your payment information is correct
  • Check that your billing address matches your card details

If problems persist, contact us at support@fitnestail.com

Why was my payment declined?

Payment declines can occur due to:

  • Insufficient funds
  • Incorrect card details
  • Billing address mismatch
  • Bank security measures

Contact your bank or try a different payment method. If issues continue, contact us for assistance.

Promotions & Discounts

How do I use a discount code?

Enter your discount code in the "Discount Code" field at checkout and click "Apply." The discount will be reflected in your order total.

Can I use multiple discount codes?

Typically, only one discount code can be used per order unless otherwise specified in the promotion terms.

Why isn't my discount code working?

Check that:

  • The code is entered correctly (case-sensitive)
  • The promotion hasn't expired
  • Your order meets minimum requirements
  • The code applies to items in your cart

Contact & Support

How can I contact customer support?

Email us at support@fitnestail.com. We typically respond within 24-48 hours during business days (Monday-Friday, 9 AM - 6 PM IST).

Do you have a phone number?

Currently, we provide support via email at support@fitnestail.com for the fastest and most efficient service.

What information should I include when contacting support?

Please include:

  • Your order number (if applicable)
  • Clear description of your issue
  • Photos or videos (for product issues)
  • Your contact information

Still have questions? We're here to help! Contact us at support@fitnestail.com or visit our Contact Us page.