FAQs

How do I place an order?
To place an order at Kia&Friends Pet Store, follow these steps:
- Select the quantity and specifications (size, color, length, etc.) of your desired product.
- Click 'Add to Cart' for each item you wish to order.
- When your shopping cart contains everything you want to purchase, click on the 'Cart' icon in the top right corner.
- Review the items in your cart and click 'Proceed to checkout'.
- Either sign in to your account (top right corner) or enter your shipping details and create a new account.
- Confirm your shipping method, apply any discounts or gift cards, and verify the items in your order.
- Click 'Place Order', enter your details for PayPal, and click 'Accept'. We'll process your order and keep you updated every step of the way.

What is the average delivery time for orders from Kia&Friends?
On average, the delivery time for orders from Kia&Friends Pet Store is approximately 14 days. Please keep in mind that delivery times may vary depending on your location and the specific products you've ordered.

Can I send a gift to someone else's address?
Yes, you can have your order shipped to a different address for the recipient. Please set the billing address to your own. Unfortunately, we do not offer gift wrapping services at this time, but it's the thought inside the box that matters most!

How much does shipping cost?
All shipping at Kia&Friends Pet Store is free. The price you see is the price you pay.

What if I change my mind after making a purchase? How do I cancel the order?
If you wish to cancel your order, please contact our customer support team at suppurt@kiaandfriends.com as soon as possible. If your order has not yet shipped, we can process a cancellation. However, if your order has already shipped, our standard 30-day return policy applies.

Can I modify or cancel an existing order after purchase?
Once an order has been paid for, it's not possible to modify it. However, you can cancel an order by sending a quick email to suppurt@kiaandfriends.com with your order details. Our shipping teams work quickly, so act fast if you need to cancel. If you want to add items to an existing order, consider creating a new order or take advantage of our free/cheap shipping and place another order.

Where is my confirmation email?
You should receive your confirmation email within a few minutes of placing your order. If you can't find it, please check your spam/junk folder. If the email is still missing, contact us at suppurt@kiaandfriends.com for assistance.

Why was my order canceled?
If your order was canceled, please check your email, including your spam/junk folder, for a cancellation notification. If you can't find any information, please contact us at suppurt@kiaandfriends.com for assistance.

Why was my card declined?
Card declines can happen for various reasons. Double-check that you entered your card details correctly. If the issue persists, contact your bank to determine the cause.

Can I place an order online and pay for it over the phone?
We strive to offer the best prices and fastest service, so we only accept online payments since we are an online-only business.

When will my bank account be charged?
In most cases, your bank account will be charged as soon as your order is placed. If there are any issues, please contact our customer support staff at suppurt@kiaandfriends.com for assistance.

Can I return an item or an entire order if I change my mind?
We accept returns within 15 days of purchase for unopened items in their original condition, including the packaging. You can choose to exchange the item or receive store credit for such returns.

What if an item I bought is damaged or defective?
We apologize for any issues you've encountered. Please email us at suppurt@kiaandfriends.com with your order number and a description of the problem, along with any pictures if possible. We will work with you to resolve the issue by either shipping a replacement item or issuing a refund, depending on your preference.

How long does the return process take, and when will I receive my refund?
The return process duration depends on the supplier and can take approximately 2 weeks or more. Typically, the supplier receives your package, processes the return (usually within 2 to 3 days), and sends an email confirming the processing. The refund should appear in your bank account within approximately 5 to 7 business days after processing.