Shipping info

Welcome to NuzTails! We are dedicated to delivering the finest pet lifestyle products to furry families across Asia. Most orders arrive within 5 to 8 days — here is exactly what to expect.

1. Where We Ship

We currently ship to Malaysia, Singapore, Hong Kong, and Taiwan. We are working on opening more destinations — join our mailing list to hear when we reach your country.

2. Order Processing Time

  • Most orders are processed and dispatched within 1 to 3 business days of purchase.
  • Once your package is dispatched, a confirmation email containing your tracking number and a tracking link is sent to you automatically. Please allow up to 24 hours for the first tracking scan to appear.
  • Our fulfillment partners are based in China, so orders are not processed on their local public holidays. Please allow extra time around Chinese New Year (late January to mid-February), when warehouses close for an extended period.

3. Estimated Delivery Times

All estimates are in calendar days and include processing time — counted from the day you place your order, not from dispatch.

  • Malaysia: most orders arrive in 5–8 days. Allow up to 12 days during busy periods or if customs takes longer.
  • Singapore: most orders arrive in 5–8 days. Allow up to 12 days during busy periods or if customs takes longer.
  • Hong Kong: most orders arrive in 5–8 days. Allow up to 10 days during busy periods.
  • Taiwan: 3–7 days.

Please note: delivery times are estimates, not guarantees. Remote or outlying areas may take a little longer, and delays may occur during peak shopping seasons (e.g., 11.11, Black Friday, Christmas) or due to customs inspections.

4. Multiple Items in One Order

Orders containing several items may occasionally ship in separate parcels with separate tracking numbers, and may arrive a few days apart. This is normal and does not mean anything is missing — each parcel is tracked individually.

5. Customs, Duties & Import Taxes

  • The vast majority of our orders arrive with no additional charges to pay. Customers in Malaysia, Singapore, and Hong Kong typically do not pay any import duty or tax on orders of our size.
  • Taiwan: orders with a declared value above NT$2,000 may be subject to import duty and business tax under local customs rules.
  • In the rare event that customs does levy a charge, it is payable by the recipient.
  • If a package is returned to us because duties were left unpaid, customs clearance was refused, or an incorrect address was provided, the original shipping fee and return logistics costs are non-refundable.

6. Taiwan Orders: Customs Real-Name Verification Required

Taiwan Customs requires every recipient of a personal import parcel to complete a one-time real-name verification before the parcel can be released. Without it, your parcel cannot clear customs and will be returned to sender.

It only takes a few minutes:

  • Download the free EZ WAY app (易利委) from the App Store or Google Play.
  • Register with your Taiwan ID number and mobile number, then verify your identity in the app.
  • When your parcel reaches Taiwan Customs, the app will send you a declaration to confirm. Approve it and your parcel continues to delivery.
  • Please use the same name and mobile number on your order as the ones registered in EZ WAY, or the declaration may not reach you.

You only need to register once. After that, confirming future parcels takes a single tap.

7. Questions About Your Order?

If your tracking hasn’t updated in a while or your parcel is running past the estimates above, email us at service@nuztails.com with your order number. Please also see our Refund Policy for damaged, incorrect, or missing shipments.