FAQs

If you’re new to Tagnimal or looking for your new pets, products, or services. This FAQs guide will help you learn more about Tagnimal and our features!


Already a Tagnimal customer?
Get quick answers to your burning questions with our Live Chat

Question How to order? 🤔
Answer

1. Choose your “Best buddy” on our website.

2. Add them to the cart and continue with the pre-order process.

Payment options:

  • Credit and debit cards – Visa, Mastercard, JCB, UnionPay
  • Direct bank transfer to the account of Tagnimal Company Limited.
  • PromptPay
  • Paypal, Atome, True wallet, Rabbit line pay, Shopee pay, and Alipay
  • Installment with 0% interest for 10 months via credit card

3. Once the order has been placed, We will issue an electronic receipt as proof of purchase for every order. Then we will continue with the pet’s documents, health check-ups, Vaccination, microchips, and Flights for transporting them to the destination. (This approximately takes 3 – 6 weeks depending on the age of the pet you have pre-ordered. For importing pets into Thailand, pets such as puppies must reach the required age, which is 3-4 months.)

4. In the meantime, We will update every process through your email or Line official or WhatsApp.

5. On the day of the arrival, you can pick them up at the meeting point of the airport area. However, If you are not convenient to pick them up, We also provide delivery service to the destination according to the information that you have provided us with no additional cost (For the destination is Thailand only)

Question Is there any delivery fee? 🚚
AnswerOf course No. We offer free delivery on every nationwide (Thailand) purchase.
Question What is Pre-order? 🤷🏻
AnswerPre-order is for a customer who is interested in the product or pet that needs to take some time to be shipped. The period of waiting time usually depends on the process of documents for export and import, product conditions and location of the warehouse/farm of the products, and payment methods.
Question How long is the delivery time? 🕑
AnswerFor Products and domestic pets, delivery
Delivery time depends on the distance. – Bangkok, approximately takes 1-2 days and 1-3 days outside of the Bangkok area.

For Pre-order pets delivery
The period of delivery time usually depends on the process of documents, pets’ conditions such as age, location, and payment methods. (For the payment method: if the customer chooses to pay with Paypal or Promptpay the delivery will be sooner due to the payment clearing process. However, if the customer chooses to pay with a Credit Card / Debit card / Atome / True wallet/ Rabbit line pay / Shopee pay / Alipay the delivery could be later than the first two methods above because of the payment clearing process.) All in all, we will try to make the pre-order process as fast as possible! Our customers will be receiving the pre-order pets or products within 3-6 weeks.

* After the pre-order pets / Pre-order products arrive in Thailand, then we will start to process the domestic delivery, immediately! – For Bangkok, approximately takes 1-3 days and 1-7 days outside of the Bangkok area.

Question Do you offer International Shipping? 🌏
Answer Yes, we do. Even Though we are based in Thailand, we ship worldwide! However, For International Shipping, There will be an additional charge (eg. airfare for pet delivery).
Question Is there any refund policy? 🙋
AnswerIf you are not completely satisfied with your purchase, you may be eligible to return the products, pets, or services for a refund, and comply with Tagnimal Terms and Conditions.

For Puppy Refund policy:
We guarantee a full refund within 7 days after the puppy arrives in Thailand for the sickness that causes death by these diseases as follows:

  1. Canine Parvovirus, Canine Coronavirus, Rotavirus
  2. Canine Distemper
  3. Canine Hepatitis
  4. Rabies
  5. Leptospirosis

For Kitten Refund policy:
We guarantee a full refund within 14 – 30 days after you received the cat this cover sickness that causes death from these diseases as follows:

  1. Feline Leukemia Virus: FeLV
  2. Feline Immunodeficiency Virus: FIV
  3. Feline Parvovirus: FPV
  4. Feline Infectious Peritonitis: FIP

Tagnimal offers a full refund to all our customers. If the cat is inspected by a veterinarian and found that he or she is sick or has died as a result of disease defects under Article 1. FeLV and 2. FIV within 30 days after receiving the pet and within 14 days after receiving the pet for 3. FPV and 4. FIP

*We are unable to offer refunds at all:

  • If the cause of refunding pets is sickness or death that is related to any accidents occurring.
  • Pets are harmed.
  • Change of mind.

*We are unable to offer refunds at all:

  • If the cause of refunding pets is sickness or death that is related to any accidents occurring.
  • Pets are harmed.
  • Change of mind.

For products and services: Return and Refund Policy
You may request a refund within 7 days after the payment date with the conditions as follows:

  • Items must be presented in new condition with original packaging and must not have been washed.
  • The shipping fees and the returned products’ related costs shall be the responsible of the customers except for faulty items on arrival.
  • Products will be exchanged or refunded after we examine your returned product(s) with product defects.
  • Please note that the whole return process may take up to 4 weeks. Returns that do not meet our policy will not be accepted and sent back to the customer.
  • In the event of supply difficulties or because products are no longer in stock, we reserve the right to give you information about substitute products of an equal or higher quality and value which you can order. If you do not wish to order such substitute products, we will refund any money you might have paid.
  • For return procedures: Please contact our team at hey@tagnimal.com 24 hours a day, or call +66 65-940-1000, Monday – Friday 9 am- 6 pm.

*Please note that every return or refund needs to be approved by Tagnimal first. Once Tagnimal approves the return or refund, Then we can start to proceed with a refund process.

Question Do you accept credit card? 💳
AnswerYes, we do. Credit cards are all welcome here–Visa/Mastercard/JCB/Unionpay. We can process your payments via credit cards for every purchase through a secured system with two-factor authentication. 
Question Do you offer installments? 💸
AnswerYes, we do. We can process installment payments with 0% interest for 10 months. No charge for all products and services with purchase over 10,000 baht 

Here are some more details :

  • The payment installment allows you to pay off your order over 10 months with 0% interest
  • We can set up the payment installment only on a credit card. 

Question Are there any additional fees for international transactions? 🙋‍♀️
AnswerWe do not charge any additional fees for international transactions. You may incur additional charges applied by your bank or credit card provider. 

We recommend you contact them in order to receive additional information. The charge could be made due to an international transaction, as we are located in Bangkok, Thailand.

Question Can I make changes to an order I already placed? 🧑‍💻
AnswerFor pre-order pets / pets
The order cannot be amended once the order has been submitted to Tagnimal.

For products/services
To make changes to an order you will need to cancel your existing order and place a new order.

Every cancellation needs to be made in a valid period (such as before the start of the delivery process etc.) and approved by Tagnimal first. Once Tagnimal approves the cancellation, Then you can process with a new order. 

* Please note that when canceling credit card orders, it can take up to 7-30 business days for the payment authorization to be removed by your credit card providers / 1-14 business days for bank transfer or Promptpay / within 7-30 business days for other payment gateways (Paypal, Atome, True wallet, Rabbit line, and Alipay)

Question Am I able to switch payment methods after the purchase is complete? 🙇‍♀️
AnswerTo switch payment methods we need to do a refund, and this entails canceling the purchase and then canceling the payment through our website.

Every cancellation needs to be approved by Tagnimal first. Once Tagnimal approves the cancellation, Then you can process a new order with new payment methods. 

Please be aware that there is a 200 baht fee for transaction cancellations and refunds.

Once the refund is complete on our side, we will update you by sending you an email. You will see the funds returned to your bank account within 1-14 business days for bank transfer or Promptpay / within 7-30 business days for credit or debit cards up to your card providers / within 7-30 business days for other payment gateways (Paypal, Atome, True wallet, Rabbit line pay, Shopee pay, and Alipay)

Question What is Cash Back and Coupon and how do I get it? 🤑
AnswerCashback is a rewards program where Tagnimal’s customers can earn back a percentage (0.5%) of the money they spend from purchased products/services with Tagnimal.

To get Cashback: You have to purchase products, pets, or services with us and then you will receive your cashback within 24 hours after the product is purchased.

A coupon/Coupon code is a code, consisting of letters or numbers that customers can enter during the checkout process to obtain a special discount on the current purchase.

To get the coupon: You can subscribe to our newsletter, follow us on social media, and always be on the lookout, we will from time to time provide some discount codes so make sure you stay updated with us!

Question How do I use Cash Back or Coupon? 🎫
AnswerFor Cashback: You can use your cashback by simply clicking ‘the check box’ at the checkout process for cashback. The discount according to the amount of cashback will automatically be added to your order giving you a discounted price.

For Coupon: You can use your discount coupon by simply entering your coupon code at the checkout section and clicking on “Apply”. It will automatically be added to your order giving you a discounted price.

Please note that each order can only be applied with 1 coupon at a time. If you are having trouble using a discount coupon, please check if:

  • The coupon code has expired.
  • The coupon is for one-time use only.
  • The coupon may not be valid for some services excluded from sale.

Question Can Cash Back or Coupon be refunded? 🙇‍♂️
AnswerA refund of Cashback is possible if cancellations are made in the valid period and get approved by the Tagnimal team. However, the coupon is non-refundable. It can be used one time per user only.

* Please note that Cashback/Coupon cannot be exchanged for cash.