Frequently Asked Questions

ORDERING

Do I need an account to place an order?

No. You can place an order as a guest where available.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible.

Changes cannot be guaranteed once an order has entered processing or has already shipped.

Can I cancel my order?

Orders may be canceled within 24 hours of purchase, provided the order has not already shipped.

If the order has already shipped, it must follow our standard return process after delivery.

PAYMENT

What payment methods do you accept?

Available payment methods are displayed during checkout and may include major credit cards and other secure payment options supported by our payment providers.

What currency are prices displayed in?

Prices on our United States storefront are displayed in U.S. dollars unless otherwise stated.

Is my payment information secure?

Payments are processed through secure third-party payment providers, including services supported by Shopify.

We do not directly store complete payment card information.

SHIPPING

Where do you ship from?

Our pet supplies and accessories may be shipped from international fulfillment warehouses depending on product availability and delivery destination.

Where do you ship to?

We currently offer shipping to the United States, Canada, Australia, the United Kingdom, and other destinations where shipping options are available at checkout.

Shipping availability may vary depending on the product and destination.

How long does shipping take?

Order processing time: 1–3 business days.

Standard shipping: Estimated delivery within 7–14 business days, depending on the destination and shipping method.

Delivery times are estimates and may vary due to carrier operations, weather, holidays, destination, or other circumstances outside our reasonable control.

How are shipping costs calculated?

Shipping costs are calculated at checkout based on your shipping destination and selected shipping method.

Any applicable shipping charges will be displayed before payment is completed.

Will I receive tracking information?

Yes. When tracking information becomes available, you will receive a shipping confirmation email containing your tracking number or tracking link.

Why has my tracking information not updated?

Tracking information may take some time to update after a package has been handed to the carrier.

If tracking has not updated for an extended period, please contact our customer support team.

RETURNS & REFUNDS

What is your return policy?

Eligible Pet Supplies & Accessories may be returned within 30 days of delivery of the last item in your order.

For orders delivered in multiple packages, the 30-day return period begins when the final item in the order is delivered.

Returned items must meet the conditions described in our Return & Refund Policy.

These standard return conditions do not limit mandatory consumer rights or remedies for damaged, defective, incorrect, or materially misdescribed products under applicable law.

Who pays for return shipping?

Customers are generally responsible for standard return shipping costs for eligible change-of-mind returns.

If an item arrives damaged, defective, incorrect, or materially different from its description, please contact us before returning it. We will review the issue and provide appropriate return instructions in accordance with our Return & Refund Policy and applicable law.

Do you charge a restocking fee?

No. We do not charge a restocking fee for eligible returns.

How do I request a return?

Please contact us at service@kipreno.com and include your order number, the item you wish to return, and the reason for the return.

Please do not send products to our registered business address unless our customer service team specifically confirms that it is the correct return address.

When will I receive my refund?

Once an eligible returned item has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be processed within 5–10 business days and issued to the original payment method.

Your bank or payment provider may require additional processing time.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

What should I do if my order arrives damaged, defective, or incorrect?

Please contact us as soon as reasonably possible after discovering the issue, with your order number, a description of the problem, and clear photos where available.

We will review the issue and provide an appropriate solution in accordance with our Return & Refund Policy and applicable consumer protection laws.

For confirmed damaged, defective, or incorrect items, reasonable return shipping costs will be handled in accordance with our Return & Refund Policy.

Any request to contact us promptly does not limit mandatory consumer rights or remedies available under applicable law.

ADDRESS & DELIVERY

What if I entered the wrong shipping address?

Please contact us as soon as possible at:

service@kipreno.com

or

+1 8122038935

We cannot guarantee address changes after an order has entered processing or has shipped.

What should I do if tracking shows delivered but I cannot find my package?

Please first check around the delivery location, with household members, neighbors, front desk staff, or building management.

If the package still cannot be located, contact us with your order number and tracking information.

PRIVACY

Do you use cookies?

Yes.

We use cookies and similar technologies for website functionality, analytics, security, advertising, and marketing.

Please review our Privacy Policy for additional information.

How do you use my personal information?

We may use personal information to process orders, arrange shipping, provide customer support, improve our services, prevent fraud, and support advertising or marketing where permitted.

Please review our Privacy Policy for complete details.

CONTACT

How can I contact Kipreno?

Customer Support Email:
service@kipreno.com

Customer Service:
+1 8122038935

Website:
https://kipreno.com