Terms of service

1. How to Shop

Urban Tails is a pet supplies store operating online at urbantails.lt and from our physical store at J. Balčikonio g. 3, Vilnius. We undertake to deliver all paid orders as quickly as possible—and if you visit our store, we will help you choose the right products in person.

When shopping online, add your chosen products to the basket, enter your contact details during the following steps, and select your preferred delivery method. Payment is the final step of the checkout process.

Once your order has been submitted and paid for, the contract between us is considered concluded, and our commitment to you and your pet begins.

Can’t wait? You can collect your order from our store in Vilnius—usually on the very same day. Our opening hours are Monday–Friday, 11:00–19:00, and Saturday, 11:00–16:00.

2. Products

All products available for purchase from our store are in stock unless clearly stated otherwise, so your pet will not have to wait long!

Products that are currently unavailable are marked as “sold out” and will become available for purchase again as soon as we restock them.

If you cannot find the product you want from a brand we carry, email us at woof@urbantails.lt or contact us through the Urban Tails Facebook or Instagram accounts. We will be happy to tell you when we could deliver it, how much it would cost, and what its advantages and disadvantages are.

Even if you are interested in a product from a brand we do not currently carry—or think that a product not yet available in Lithuania ought to be—get in touch! We love receiving messages like these and will do everything we can to bring something new to Lithuania.

3. Payments

At the final stage of checkout, select your preferred payment method.

You can pay using the online banking services of Swedbank, SEB, Luminor, Citadele, Revolut, or Šiaulių Bankas. These payments are processed through the Montonio payment platform. Payments can be made in euros.

You can also pay using a Visa or Mastercard payment card. Card payments are processed through the Stripe payment platform.

At our physical store in Vilnius, you can pay in cash or by payment card.

We do not receive or store any of your financial information.

Once payment has been completed, the contract comes into effect—and so does our commitment to you.

4. Delivery and Collection

Your order will be delivered to your selected LP Express parcel locker or, if you choose courier delivery, to the address you provide. We deliver throughout Lithuania.

You can also collect your order free of charge from our store at J. Balčikonio St. 3, Vilnius during opening hours. We will notify you when your order is ready for collection.

We dispatch all orders on the same or the next working day after the order has been placed and successfully paid for. Your products will usually reach you—and your furry friend!—within one to two working days.

Delivery to a parcel locker is free for all orders of €30 or more, while courier delivery to your chosen address is free for orders of €60 or more. It does not matter whether your basket contains one product or several.

Would you like us to deliver your order abroad? Email us at woof@urbantails.lt or contact us through the Urban Tails Facebook or Instagram accounts, and we will find the most convenient delivery option for you.

5. Warranty and Returns

All products come with a quality warranty. Undamaged and unused products may also be returned without giving any reason. Was the size unsuitable, or did you not like the colour? We will gladly accept the product back and either issue a refund or exchange it for another product you prefer—the choice is yours! Naturally, we will cover all return costs.

You can also return or exchange products at our store in Vilnius.

You can read much more about our warranties and returns here.

6. Other Provisions

All our customers are also entitled to every other right guaranteed under Lithuanian law.

It is very important to us that every owner and their four-legged friend are happy and satisfied. Please never hesitate to contact us—we will put our hearts into making that happen.

Woof!