Welcome to KONG Shop Family!
At KONG Shop, we understand that your pets are cherished family members. That’s why we’re committed to providing not only the highest quality pet products but also an exceptional shopping experience from start to finish. Whether you’re shopping for your playful puppy, curious kitten, or any of your small animal companions, we’re here to ensure complete satisfaction with every purchase.
Shipping Information
Order Processing Time
We process all orders within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order is on its way to your furry friend!
Shipping Methods & Delivery Times
| Shipping Method | Carrier | Cost | Delivery Time | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipment | Faster delivery needs |
| Free Shipping | EMS | FREE on orders over $50 | 15-25 business days after shipment | Budget-conscious shoppers |
Returns & Exchanges
We want you and your pets to be completely happy with your KONG Shop purchase. If something isn’t quite right, we’re here to help!
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your items. To be eligible, items must be:
- Unused and in the same condition as received
- In original packaging with all tags attached
- Accompanied by the original receipt or order confirmation
⚠️ Non-Returnable Items
For the health and safety of all our furry customers and their families, the following items cannot be returned or exchanged:
- Health Products & Supplements (including Flea, Tick & Worming Treatments)
- Dry Food with opened packages
- Litter with opened containers
- Any products that have been opened or used
These restrictions help us maintain the highest health and safety standards for all pets in our KONG Shop family.
Simple Return Process
| Step | Action | Timeline |
|---|---|---|
| 1 | Contact customer service 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.
- Exchanges are subject to product availability
- You are responsible for any price differences between items
- Shipping costs for the replacement item will be covered by KONG Shop
Return Request Form Template
To streamline your return process, please use the following template when contacting us:
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? We’re Here for You and Your Pets!
Our dedicated customer service team understands that every pet parent’s situation is unique. Whether you have questions about shipping to your location, need help with a return, or just want to chat about what products might be best for your furry family member, we’re here to help!
Contact us at: [email protected]
We typically respond within 24 hours and will do everything we can to ensure you and your pets are completely satisfied.
Thank you for choosing KONG Shop for your pet care needs. We appreciate your business and are committed to ensuring the happiness and well-being of all the pets we serve. We’re not just a pet store – we’re part of your pet’s family, just like you are!