Shipping policy

Where we ship

We ship to the United States, Canada, Australia and the United Kingdom.

Processing

Orders are picked and dispatched within 1 to 2 business days. You will get a tracking number by email as soon as your parcel leaves the warehouse.

Tracking can take a few days to start updating after you receive it. That is normal and does not mean anything has gone wrong.

Delivery

Orders ship from our fulfilment centre in China.

Most orders arrive within 10 to 15 business days of dispatch. Some take up to 20.

We would rather tell you that up front than promise a week and leave you refreshing a tracking page. If you need it sooner than that, order before you run out.

Cost

Shipping is free on orders over $60. Below that it is a flat $6.95.

Duties and taxes

There is nothing extra to pay on delivery. Any import duties and taxes are covered by us and included in the price you see at checkout.

If your order is late or does not arrive

If tracking has not moved for 10 business days, or your parcel has not arrived 25 business days after dispatch, email hello@koolpets.co with your order number. We will replace it or refund it, whichever you prefer.

Wrong address

Check your address before you order. If a parcel is returned to us because the address was incomplete, we will resend it once at no cost.

Contact

hello@koolpets.co

We answer within 2 business days.