The best way to reach out is to email us at help@redtailretail.com!

We ship in eco-friendly packaging from EcoEnclose, made with recycled materials and designed to be recycled again after use. Occasionally for certain box sizes we use Uline boxes which are still recyclable! Our packages feature Redtail Retail branding, so you’ll know what goodies are from us~

Yes! If you’d prefer your order to arrive in plain, unbranded packaging, add our Discreet Packaging option to your cart for $1. You can find it on our home page or by searching “discreet packaging” in the search bar. It needs to be added to the same order you want packed discreetly, so be sure to grab it before checking out!

Most of our items are made on a pre-order basis, so timing depends on the product when the preorder period closes. There's an "Expect Your Stuff” section under each item with its pre-order window, production start date, and estimated fulfillment timeline. In general, production takes 1 to 3 months, plus about a month for items to arrive to us before we ship them out. You can check which stage each item is in anytime on our fulfillment sheet!

We ship everything together, so your order will go out on whichever item’s fulfillment date is later. For example, if one item is estimated for December and another for February, your whole order ships in February.

Reach out as soon as possible! Pre-orders can be changed or cancelled until the pre-order period closes. Once production has started, we’ve already paid for your item to be made, so we can’t cancel or refund it.

Before your order ships, you can follow its progress on our fulfillment sheet, which shows what stage each drop is in. Once it ships, you’ll get an email with your tracking number. If you ever want an update, please email us at help@redtailretail.com

Some of our products are limited-time only and won’t come back once the pre-order closes, so keep an eye on the closing date for items you really care about! Other items may return in future drops depending on demand. Follow us on Twitter to get the latest news on our restocks!

International customers are responsible for any customs duties, taxes, or import fees charged by their country. These are not included in our prices or shipping costs. Orders refused due to customs fees may  not be refunded, but if so, will only be refunded minus shipping and the return fee some brokers charge.

First, check with neighbors, your mailroom, and around your property, and wait one or two days, since packages are sometimes marked delivered early. If it still hasn’t turned up, contact us within 7 days of the delivery date and we’ll help you open a claim with the carrier. We are unable to refund packages that tracking shows were delivered to the address provided, however, in some instances, we can send out replacements!

Due to the nature of our products, all sales are final. However, we’re always happy to help if something arrived damaged or incorrect (see below)!

We’re so sorry! Please contact us within 7 days of delivery with your order number and photos of:

• The damaged or defective item
• The packaging it arrived in
• The shipping label

Once we’ve reviewed it, we’ll offer a replacement or refund depending on stock availability.

HOWEVER! If you got any acrylic item, PLEASE remove the protective film before reaching out! Often times, acrylics that look heavily scratched actually still have their protective film on.

Contact us within 7 days of delivery with your order number and a photo of the item you received. We’ll send out the correct item and provide a prepaid label if we need the wrong one back!

Yes! Merch for our creators is officially licensed, and they receive a share of every sale. Buying from us directly supports your oshi~

We’d love to hear from you!

Creators can apply via this form: https://forms.gle/7gugJDbRGp7SABXs5

Artists and any other types of freelancers can apply here: https://forms.gle/3qDz9A6iAeVbXRDY7