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How does tails.com work?

At tails.com, we believe every dog is different – so why feed them the same? That’s why we create a unique recipe for every dog that’s tailored to their individual needs. It’s tasty, nutritionally balanced, and delivered to your door every month.

So how does tails.com work? Find out why thousands of dog owners across Europe trust us to feed their dogs every month.

Step one: tell us about your dog

From their age, breed, and weight, to their favourite taste – we want to know everything about your dog. 

We’ll use this information to make sure the recipe we send is perfectly tailored to your dog. And so whether it’s weight-loss, pancreatitis, or an allergy to beef, we’ve got you covered.

Step two: create your account

Just pop in your email address, choose a password, and let us know where to deliver the food – we’ll do the rest.

We’ll send out a delivery of your dog’s food every 31 days (or 14 days if they’re still really young), giving you peace of mind knowing your dog’s food is taken care of.

Don’t need it this month? No problem. Just log on to your account where you can pause, delay or cancel your order at any time. 

Step three: making your order

We’ll take everything you’ve told us and carefully choose the right ingredients for your dog. We have over a million different combinations of our bespoke kibbles – meaning the percentage of every kibble in your dog’s recipe is perfectly balanced to give them the very best support.

We’ll even pop a sticker on the bag with your dog’s name on – because after all, it’s been made especially for them.

Step four: a happy, healthy dog

Your dog’s unique recipe will support them from puppyhood to their senior years – meaning you don’t need to switch food again.

We’ll make changes to their recipe as they grow, adding in the right nutrition for them. That’s a happy, healthy dog for life.

85 thoughts on “How does tails.com work?”

  1. Hello I’m paying for Jack on Credit Card his owner would like to take over payments please advise

    Reply

    • Hi Robert,

      Thanks for getting in touch. A member of our customer support team will be in touch shortly to assist you with transferring over Jack’s orders and payments to his owner.

      Best wishes,
      The tails.com team.

      Reply

  2. Hi Tails.com Team,

    My name is Anuj Agarwal. I’m Founder of Feedspot.

    I would like to personally congratulate you as your Tails.com Dog Blog has been selected by our panelist as one of the Top 100 Dog Food Blogs on the web.

    http://blog.feedspot.com/dog_food_blogs/

    I personally give you a high-five and want to thank you for your contribution to this world. This is the most comprehensive list of Top 100 Dog Food Blogs on the internet and I’m honored to have you as part of this!

    Also, you have the honor of displaying the badge on your blog.

    Best,
    Anuj

    Reply

  3. Hi Tails.com Team,
    My dog, Bella, has been enjoying your dog food for some years now. However, my cat enjoys it as much, if not more, often stealing it from Bella’s dish.
    I have read that dog food is not suitable for cats. Would it be detrimental to her health to allow her to eat Bella’s food rather than branded cat food that she seems to enjoy less? Please advise.

    Reply

  4. Hi tails.com team
    Just a bit frustrating. I went thru all the definition poised to place an order. Just to find out at the very end “checkout” that you are only delivering wihthin UK. Website and presentation looks like a big player – but ending up as a small local supplier. Better make a big note on the first page “UK only” 🙁 Good luck and best regards
    Paul

    Reply

  5. Hi
    I am a customer of yours
    Alfie the Afghan, now 5 1/2 months old and has just staretd running free, prefers Barneys food when he has a choice. Barney is 17 1/2 months old and is fit and haelthy and sometimes eats Alfie’s food
    What is the difference between the two food makeups?
    They both have cooked chicken with the biscuits on a once a day daily basis
    Please advise

    Tony

    Reply

    • I had the same trouble with my dog. All I did was pour a little warm water on it and no problem since.
      In fact smells good enough to eat ?

      Reply

  8. Hi, Riley is going on holiday abroad and we need more food to be delivered asap. Very strange that I could not find any phone number to call. Please call me asap.

    Reply

      • Hello Minnie would like to say thank you and sorry we have had to cancel her Tails food. She loves it but do to a weight problem which we can not solve she has to go on a veterinary controlled weight loss diet. We have been told by the vet she must loose one Kilo of her weight ,we have tried reducing her daily ration but this has not worked .sorry Tails we will miss you regards B Colman.

        Reply

        • Hi Basil,

          we can make a unique recipe for Minnie which will help her loose weight. Can you please contact us at hello@tails.com so we can look into this for you?

          Kind regards, Sophie

          Reply

  9. Hi ,I was sent 3 trial packs of dried food 2 for my self 1 for a friend . we were under the impression that we would not have to pay for the trial packs .our dogs would not eat the food.when a delivery came i sent it back. I have just red my bank statement an d i shows that you have taken two payments one on 30/4/18 one on 13/4/18 the first £31.79 the second £5.46 would you please let me know moor about this please Christina
    can you send me your phone number.

    Reply

  10. My dog will no longer eat dry food I am wasting money by throwing it away. Can you please cancel my future orders. Thank you. Joanne Neal

    Reply

    • Hi Joanne,

      Sorry to hear your dog isn’t enjoying their food. There is the option for a reblend if this would be of interest

      To find out more about reblend or to cancel your order please get in touch with our customer service team: hello@tails.com

      Thanks
      Ellie

      Reply

  11. I want to unsubscribe but can’t find out how, the so called offer of free testers and it’s not free as I don’t want to but the treats, please let me know how I can unsubscribe

    Reply

  12. i ordered and my order never turned up, yodel are extremely unhelpful and there is nowhere on the tails website to be able to get compensated, i have paid for a months worth of food and my dog has nothing.
    yodel said they left it in a safe place which doesn’t even exist and they are not interested in helping me, rubbish service.

    Reply

  13. I have been feeding max your dog biscuits and recently he has gone off them and not been interested in the biscuits. I have had a look in the bag which is kept in a dark cupboard out of direct sunlight and always re sealed after beingused and isn’t due out of date untill december and I have noticed quite a lot of mould which has fused the biscuits together. Which would explain why he has gone off them and has recently had a poorly tummy. I am pretty disappointed as I thought buying tailor made food for him would have been beneficial and especially at the price of a bag I would not expect to find such poor quality in his biscuits. Photos can be passed should you wish and I still have the bag with the remainder of the biscuits.

    Reply

    • Hi Scott,

      I’m really sorry to hear about this and we want to look into this further. Could you please send us an email to hello@tails.com with the photos attached?

      We really want to look into this as soon as possible so if you have Facebook, we’d recommend sending us a direct message here instead – https://www.facebook.com/tailsUK/. This way we can get started right away.

      Thanks,
      Jack from tails.com

      Reply

  14. I would be grateful if you could provide me with new measuring scoop as supplied with first order please. for Lucy’s food. With thanks. Lucy been so much better on yr food I would and have highly recommended.

    Reply

  15. Our Labrador/Retriever has been eating your dry food for a few months now. We have increased the amount we give her, because half a scoop is never sufficient. She is on the prowl for food all the time – I know her breed is a hungry breed. Some days she is having 2.5 scoops.

    She is very active – has 6 walks per day – one of which is about 2 – 3 hours. She has gained 3 kilos since we started with Tails.com but is still in good shape when I measure her up to other dogs of her size. She is happy and content. My question is – are we doing wrong by changing things? If you look at her picture – she certainly looks well, but I am a little concerned about her weight gain.

    Reply

    • Hi Elaine,

      As long as she hasn’t gained too much weight and is still in an ideal condition, this won’t be a problem. However, we’d love to take a look at everything and make sure her profile is up to date.

      Can you send us an email to hello@tails.com so we can help out?
      Jack from tails.com

      Reply

  17. Any ideas on what I can do to help my terrified terrier when I go out for an hour? A couple of days ago I left my 13 year old patterdale terrier when I went out for what I thought was going to be 10 – 15 mins. It turned out to be an hour. It was very windy and and there was hammering and drilling from next door – who were having new laminate flooring put down. I came back and found a couple of areas “Trashed” with torn up cardboard boxes ( contents spread on floor) and a couple of runckled mats and her beds in different places. I’ve worked out that when she’s scared she digs and trys to get in the smallest , darkest corners pulling things off lower shelf of bookcases etc.
    She’s destroyed things on at least 4 occassions now – and I just feel so sorry that she gets so worked up. Any suggestions?

    Reply

  18. food did not arrive asked to be left on my front door inside my block of flats never arrived also was meant to get wet food sample yet they never put this on my profile feel disappointed and disgusted they use yodel as had delivery problems with them before ie signing my name illegaly az\s delivered when item clearly was not thios happened with an order before I contacted company who compensated then they swithched to dpd where u can track parcel as they had so many complaints about yodel im very disappointed as my friend uses tails and said id of got oner month free trial through them yet ordering through pet show Manchester stand ive received nothing and had to go out and buy more dog food im away 20th to 22nd of this month but hope to see my original delivery come as it states delivered when io never received it thankyou and can you consider using royal mail or dpd as at least they are more reliable dpd is excellent yodel has very bad track record am shocked u even used them

    Reply

    • Hi William,

      This really isn’t the standard we expect of our couriers and we always want to make sure you have full confidence in your deliveries. Can you send us an email to hello@tails.com so we can help you with this as soon as possible?

      Jack

      Reply

  20. Hi. I am having a few issues with our puppy Rowman as he still has bad diarrhoea Can u please help or should I change his food.
    He is under weight and is only 3kg just now please can u help. I’ve tried the rice mixed with his meal aswell. He is always hungry and never seems to be full.
    I sure if I should change his food or not.
    Thank you.

    Susan Rhind

    Reply

  21. Just wanted to balance out some of the comments above for anyone new considering tails food. We have been giving Rolo tails food for 2 years. We have been very happy with it, Rolo is very healthy and we have never had any problems from yodle with delivery. The web site is easy to use and I find the pet advice bits very helpful. We also love the doggy wrapping paper gift at Christmas! Rolo loved ripping it off his presents!!! Thank you

    Reply

  22. I cancelled a payment for my dog khans food which was ment to be free , 4 months later you took over £30 out if my bank. I am not interested in having the food i just want my money back what was wrongly taken!

    Reply

    • Hi Chloe,

      You can log in to your account and cancel on-going deliveries. Or contact our customer support team who can help with cancelling your deliveries hello@tails.com

      Sorry for the inconvenience

      Best
      Ellie

      Reply

  23. Hi Tails just wanted to say how pleased we are with your food. Bertie is an inca orchid peruvian hairless and has always been a very fussy eater however he absolutely loves his tails wet food and clears his dish every meal time. so we are very happy.THANKYOU.

    Reply

  24. Hi, trying to contact you via e mail, cannot find contact details, could you advise, I don’t do social media, thanks, Sam.

    Reply

  25. Hi tails,

    There has been a mix up in my Dogs details. I have tried editing it on my account but it doesn’t allow me. His date of birth is 17th Oct 2018 not 17th October 2017.

    Can you amend this please. Thanks

    Reply

  26. Hi,
    i’m very impressed so far with the quality of Tails food and Our dog Aingus is thriving.
    I am concerned however at the reliance on plastic packaging. Other feed manufacturers are using or switching to paper bags and as all your parcels are double packaged in sturdy cardboard boxes is there any reason why you’re not switching away from plastic?

    Reply

  27. Hi,

    I ordered a free trial of your food and have since been referring to your “manage my account” page to cancel the deliveries. Every time I went to cancel the orders it said that there were “no deliveries scheduled”, however I have just been charged £30 for another delivery! I have had no emails from you and cannot locate any contact details for you so have had to leave this comment. I DO NOT want this delivery to take place and have been trying to cancel it for weeks, but YOUR system wouldn’t let me as “there was nothing to cancel”.

    I am extremely unhappy with this and request a full refund.

    Regards,
    Georgia.

    Reply

  28. Hi,
    Otis has had your food since he was a pup, he is now 14 months old. Does he need to go on to adult food.

    Reply

  29. I received my first order today!!
    The delivery guy was super nice.
    My 8 week old chihuahua went off her food that I was giving her but after opening the bag she was bouncing around the kitchen!
    I fed her and then sat and asked for more!
    As you can imagine I am over the moon that my girl is eating again.
    The ingredients that gone into her food is astounding! I am very impressed and hopefully stay with yourselves!

    Thank you very Tails! ❤️

    Reply

  31. Hi! I have a pure bred Great Dane who turned 14 today, March 1, 2021. I thought you might like to know there are other old danes out there.

    Reply

  32. You guys seem very professional, nice website etc, Why then do you send unsolicited emails? Surey there are more ethical ways to advertise than spamming people? What does this mean: You are receiving message 10857313 on your email address from DataSoftSolutions LP, 64 Cumberland Street, Edinburgh, UK
    because you are on Time Travel Promotion LP’s list of managers and professionals under controller ID zGVFDkwguiWqOFs25mNX?? This simply says you have added my email to your list which you have bought without authorisation and are trying to make it look legit, which it isn’t.

    Reply

  33. Hi, just wondering if there is anything different we need to do for when our puppy turns one or will it just be changed accordingly?

    Apart from that we love this so much. Dwolfg loves his food and it is a massive peace of mind

    Reply

    • We’ll automatically make adjustments to your dog’s food as they get older – so you never have to worry about needing to switch their food!

      Reply

  34. As a long standing customer of yours, i hate that the packaging that is specifically designed for your dog food packs is used once then recycled or destroyed. Is there a way for your delivery guys to collect the undamaged cardboard boxes for re-use?
    This will save energy for recycling, less to land fill and less energy and raw materials required to create new boxes.
    You aren’t the only company not to do this, but I wish more would.
    Used boxes can be carefully flatpacked and left out on the delivery day for collection.
    Thanks
    Simon

    Reply

  35. I have emailed you twice to stop my dogs food as he is on a special diet from the vet now for various GI problems and then I got a fresh box of food just now in the mail which I am leaving outside and expect you to pick up immediately, his name is BOO. My last comment was about five days ago plenty of time to make sure you did not send this month shipment. IS ANYBODY THERE???!!

    Reply

  36. I was thinking of using your service.my qs is if there is a problem Wether big or small.you don’t answer it,only saying contact customer service team.some people seem to not get answers, can I ask why,makes me apprehensive. As to order.

    Reply

    • Hi Cedric, we’d love for you to join tails.com! Our Customer team works hard to get back to every customer via email, Twitter inbox, and Facebook Messenger, but if you’re ever unsure or need to get in touch with us urgently, you can also get in touch with us via phone on 020 3322 4448 between the hours of 9-5 Monday to Friday.

      Reply

  37. Hello my dog May has started on your food, she tried it the first day, but has refused to eat it since. What can I do.

    Reply

  38. My dog has been having Tails dried and wet food for 2-3 years and although it was always difficult to get her to eat dried kibble-style food I was able to disguise it enough in her meals with the Tails wet ‘casserole’ food (more than recommended) and a little water to soften the kibble. She wouldn’t eat the amounts suggested quickly enough so I always had to delay/stop orders.
    Ultimately, to get her to eat some of Tails dried I had to mix a very small portion of it (only about 10 bits) with a few crumbled mixer biscuits, tinned wet food and some fresh chicken. This seemed to go down okay but even with this huge disguise she still managed to leave a lot of the dried kibble in her plate. And no… it wasn’t such an over sized meal that she could afford to leave the kibble and just eat the rest.
    However, things seem to have gone from bad to worse. The recipe for the last batch of dried kibble to arrive a couple of weeks ago seems to have changed and be a different recipe because she will not eat any of it at all now. She literally pics it out of her meal and leaves it on the floor beside her bowl.
    There must be something desperately wrong with food for any dog to reject it in this way.
    So now I have most of a bag of Tails kibble my dog won’t eat!

    Reply

    • Hi Chrissie, we’re sorry your dog hasn’t enjoyed her dry food as much as we’d hoped. Our Nutrition team has some tips to help get her tail wagging again! You can watch these here: https://www.youtube.com/watch?v=zb-Zrndfb2o Alternatively, you can send our Customer team an email to hello@tails.com with your details and we can look at introducing a new flavour to her blend that she may prefer 💙

      Reply

  40. Hello

    I have received a Free Product Voucher after purchasing a Smarty SIM card but I cant see how to just buy eg a one off bag of treats without signing up for an account? That’s not so say we won’t want to after Nigel has road tested the treats.

    Reply

    • Hi Jayne, our Customer team would be happy to help with this. Just send us a direct message via Facebook Messenger with your details and we can take a closer look for you 💙

      Reply

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