Welcome to Kurgo Shop’s FAQ section! We’re a premium pet care retailer specialising in high-quality food, accessories, and supplies for cats, birds, and other beloved pets. Our pet-loving team is dedicated to helping you create a happy, healthy home for your furry, feathered, or scaled family members.
About Our Products
What types of pet products do you specialise in?
We focus on premium pet products including:
- High-quality dry and wet cat food (Acana, Canagan, Carnilove, Breederpack)
- Bird cages, stands, and accessories
- Cat bedding, litters, and calming solutions
- Pet carriers and crates
- Grooming tools like brushes and combs
Are your pet foods suitable for all life stages?
We offer a range of products suitable for different life stages. Please check individual product descriptions for specific age recommendations. Our premium brands like Acana and Canagan typically offer formulas tailored to kittens, adult cats, and senior cats.
How do I choose the right product for my pet?
Consider your pet’s:
- Species and breed
- Age and life stage
- Dietary requirements or restrictions
- Size and weight
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Account benefits include faster checkout and order history tracking.
I forgot my password – how can I reset it?
Click “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions to reset your password shortly.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed for dispatch yet.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all your personal and payment information. You can also choose to pay through PayPal for an additional layer of security.
Why was my payment declined?
Payment declines can happen for various reasons:
- Insufficient funds
- Bank security checks
- Incorrect card details
- International transaction restrictions
Shipping & Delivery
What are your shipping options?
We offer two shipping methods:
- Standard Shipping (£12.95): Shipped via DHL or FedEx with tracking. Delivery in 10-15 business days after dispatch (plus 1-2 days processing).
- Free Shipping (orders over £50): Shipped via EMS. Delivery in 15-25 business days after dispatch (plus 1-2 days processing).
Do you ship internationally?
Yes, we ship worldwide except to some remote areas in Asia and other locations. If you’re unsure whether we deliver to your location, please contact us at [email protected] before placing your order.
How can I track my order?
You’ll receive tracking information via email once your order is dispatched. For Standard Shipping (DHL/FedEx), you can track directly on their websites. For Free Shipping (EMS), use the EMS tracking portal.
What should I do if my package is delayed?
Delivery times are estimates and may vary due to customs processing. If your package is significantly delayed beyond the estimated timeframe, please contact us at [email protected] with your order number, and we’ll investigate.
My order arrived damaged – what should I do?
We’re sorry to hear this! Please contact us immediately at [email protected] with photos of the damaged items and packaging. We’ll arrange for a replacement or refund as appropriate.
Returns & Refunds
What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be unused, in original packaging, and with proof of purchase. Please contact us first to initiate a return.
How do I return an item?
- Contact us at [email protected] within 15 days of receipt to request a return authorization
- We’ll provide return instructions and address
- Package the item securely with original packaging
- Ship the return (return shipping costs are the customer’s responsibility unless the return is due to our error)
- Once received and inspected, we’ll process your refund
How long does it take to process a refund?
Refunds are typically processed within 5-7 business days after we receive your return. The time it takes for the refund to appear in your account depends on your bank or payment provider.
Can I exchange an item instead of returning it?
Yes, we can arrange exchanges for most items. Please contact us at [email protected] to discuss exchange options. You may need to return the original item first unless arranging a different solution with our team.
Contact Information
How can I contact Kurgo Shop?
We’d love to hear from you! You can reach our UK-based customer service team at:
- Email: [email protected]
- Postal Address: 88 Leyburn Rd, Ripon, GB CH2A 8WX
Thank you for choosing Kurgo Shop for your pet care needs. We’re honored to be part of your pet’s happy, healthy life!