At KONG Shop, we understand that your pets are family, and we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help make it right.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your items. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Health Products & Supplements (including Flea, Tick & Worming Treatments)
- Dry Food (opened packages)
- Litter (opened containers)
- Any products that have been opened or used
These restrictions help us ensure the health and safety of all our furry customers and their families.
Return Process
Follow these simple steps to return an item:
| Step | Action | Timeline |
|---|---|---|
| 1 | Contact our customer service team at [email protected] with your return request | Within 15 days of receipt |
| 2 | Complete the Return Request Form (template provided below) | Within 2 business days |
| 3 | Receive return authorization and shipping instructions | Within 1-2 business days |
| 4 | Ship the item back to us | Within 5 business days of authorization |
| 5 | We process your return once received | Within 3-5 business days |
Refund Information
Once your return is processed and approved, your refund will be issued to your original payment method:
- Credit Card Refunds: 5-10 business days to appear on your statement
- PayPal Refunds: 3-5 business days to process
- Original Shipping Costs: Non-refundable unless the return is due to our error
Exchange Process
For exchanges, follow the same process as returns. Once we receive your returned item, we’ll ship the replacement product. Please note:
- Exchanges are subject to product availability
- You will be responsible for any price differences
- Shipping costs for the replacement item will be covered by KONG Shop
Return Request Form Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Customer Information:
Full Name: [Your Full Name]
Order Number: [Your Order Number]
Email Address: [Your Email Address]
Phone Number: [Your Phone Number]
Return Details:
Product Name: [Product Name]
Product SKU: [Product SKU if available]
Reason for Return: [Please select: Wrong Size/Color, Defective Item, Changed Mind, Not as Described, Other]
Detailed Explanation: [Please provide specific details about the issue]
Preferred Resolution:
☐ Refund
☐ Exchange for [Specific Product/Size/Color]
I confirm that the item is unused and in its original packaging with all tags attached.
Signature: [Your Name]
Return Shipping Address
Once your return is authorized, please ship your item to:
KONG Shop Returns Department
1869 Henry Ford Avenue
New York, US 10007
Need Help? Our dedicated customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll be happy to help!
Thank you for choosing KONG Shop for your pet care needs. We appreciate your business and are committed to ensuring your complete satisfaction.