FAQ

The ears

Will they give me a headache?

They shouldn't. The headband is slim and has no grip teeth, which is the usual culprit. It is gently flexible, so you can widen it a little if it feels tight. If they do hurt, that is what the 30-day return is for — and tell us, because we would like to know.

Will they stay on?

For normal life, yes — walking, sitting, dancing badly at a party. They are a headband, not a helmet, so if you are going upside down, take them off first.

Do they fit a smaller or larger head?

One size, and it covers most adults. The band flexes. If it does not fit you, send it back.

Will they fit a child?

Our range is designed and sold for adults. It is not tested or certified as a children's product, so we do not recommend it for young children.

The tails

How does it attach?

An adjustable strap with a buckle. It goes over a belt, through belt loops, or around a waistband. No belt required, though a belt loop is the most secure.

How long is it?

The standalone clip-on tails are around 70cm from strap to tip. Tails included in a matching set are a similar length; because these are handmade plush items there is some variation between units.

Will it fall off?

Not from a belt loop or a fastened belt. From a loose waistband, possibly — use a loop if you have one.

Matching sets

Why buy the set instead of the pieces?

Two reasons. It costs less than buying the ears and a tail separately from us — the "compare at" price on a set is exactly that total, not an invented number. And the two pieces come from the same dye lot, so the colours genuinely match.

Can I mix animals?

Buy any ears and any tail separately and combine them however you like. Nobody is going to stop you being a fox-eared wolf.

Care

Can I wash them?

Not in a machine — it will mat the fur and bend the band, and it is not recoverable. Spot clean with a damp cloth, then let it air dry away from a radiator.

The fur looks flat out of the box

It has been compressed in a parcel for a couple of weeks. Brush it gently with your fingers or a soft brush and it comes back.

Orders and delivery

How long will my order take?

We dispatch within 1–3 business days, and most orders arrive 10–20 days after that. So a typical order lands within about 2 to 3 weeks. Occasionally it stretches to 30 days.

Why does it take that long?

Because we are honest about it rather than quiet about it. Puppygirlparadise does not hold its own warehouse — orders ship directly from our supplier's warehouse overseas. That is what keeps the prices where they are. Full detail on the shipping page.

What does shipping cost?

Free on orders of $40 or more. $4.95 flat rate below that. United States only for now.

Do you ship internationally?

Not yet — United States only, including Alaska, Hawaii and APO/FPO. Join the newsletter and we will say when that changes.

My tracking hasn't updated in a week

Normal on international routes; tracking often goes quiet between the export scan and the US arrival scan. If it has not moved in 10 days, email us and we will chase it.

Can I change or cancel an order?

Email us within 12 hours — thewhitehorse.officialrequests@gmail.com. If it has not gone to fulfilment we can change or cancel it. Once it has shipped, it becomes a return.

Something arrived wrong or damaged

Send a photo and your order number. We will replace it or refund you, and you will not need to post the damaged one back.

It has been 30 days and nothing has arrived

Email us. Replacement or full refund, your choice, no argument.

Returns

What's the policy?

30 days from delivery, unworn, in the original packaging, full refund. See Returns & Refunds for the steps.

Do I pay return postage?

If you changed your mind, yes. If the item arrived damaged, faulty or wrong, no — we cover it, and usually you do not need to send anything back at all.

Anything else

What are they made of?

Plush faux fur — polyester and acrylic — on a wire headband. No animal fur.

Are they vegan?

The fur contains no animal fibre. We have not independently verified every adhesive used in manufacture, so we do not claim full vegan certification. We would rather tell you that than put a badge on it we cannot stand behind.

Who is Pip?

Our mascot. Species unclear. Ears enormous. Writes the newsletter, badly.

How do I reach a human?

thewhitehorse.officialrequests@gmail.com or (860) 259-4672, Monday to Friday, 9am–5pm Eastern.