FAQ

 

Frequently Asked Questions

Welcome to our FAQ page, where we aim to address your questions and provide clarity on your shopping experience at Kiwi Leash. Your convenience and understanding are paramount to us.

Mainly the most frequently asked questions are summarised below. In case you have any further questions, or did not find what you were looking for, please contact us through our Contact page.

 

1. What types of products do you offer?

  • We specialize in quality, essential products for cats and dogs, including grooming tools, toys, and health-conscious treats. Our focus is on sustainable and effective solutions for your pet’s well-being.

2. How do I know which product is right for my pet?

  • Each product page contains detailed descriptions and specifications to help you make an informed decision. If you need more personalized advice, please don’t hesitate to contact us at info@kiwi-leash.com.

3. What payment methods do you accept?

  • We accept various payment methods including credit/debit cards, PayPal, iDeal, Apple & Google Pay and other secure payment options for your convenience.

4. How secure is my personal information when shopping on your site?

  • We prioritize your privacy and security. Our website uses advanced encryption and security measures to protect your personal information and ensure a safe shopping experience.

5. What are your shipping policies?

  • We offer shipping across various regions with different shipping options to suit your needs. Shipping times and costs vary depending on your location and selected shipping method. Visit our Shipping Policy page for detailed information.

6. Can I track my order?

  • Yes, once your order is shipped, we will provide you with a tracking number via email so you can track its progress.

7. What is your return policy?

  • We accept returns within 14 days of purchase. The items must be in their original condition and packaging. Please refer to our Return Policy page for detailed instructions.

8. How do I change or cancel my order?

  • If you need to change or cancel your order, please contact us as soon as possible. We’ll do our best to accommodate your request, but please note that once an order is processed, it may not be possible to modify or cancel it.

9. Do you offer international shipping?

  • Currently, we ship to select international locations. Please check our Shipping Policy page for more information on international orders.

10. How can I get in touch for further questions?

11. Where do you ship from?

  • Currently we are working together with a trusted partner in China, from which we directly ship towards your address. This collaboration allows us to price a bit more efficiently, and enables insurance on shipments up to the equivalent of $500,00.

12. How fast can I expect the delivery of my order?

  • Since the package has to come from China, it can take up to 10 days after your order has been processed. Usually within 1 - 2 business days (and saturdays), orders are processed. After that, it takes up to 5 - 8 days to deliver the package fully. 

13. Why haven't I received my order after the given time period of the delivery?

  • It could be that the package is with the customs, which delays the delivery date. Unfortunately, that is something that we cannot influence. When you think your delivery takes longer than it should, please reach out to us so that we can find a proper solution.

 

We hope this FAQ page helps you find the answers you need. For any further information, don’t hesitate to reach out. We're committed to ensuring you and your pet have the best experience with Kiwi Leash.