At Kurgo Shop, we are committed to providing premium pet care products and exceptional service to pet owners worldwide. Our Shipping & Returns policy reflects our dedication to quality and customer satisfaction at every step of your shopping experience.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two convenient shipping options to meet your needs:
1. Standard Shipping – £12.95
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Includes tracking and insurance
2. Free Shipping
- Available for orders over £50
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
Please note: We ship globally except to certain Asian countries and remote areas. Delivery times may vary depending on customs clearance in your country.
Returns & Exchanges
We want you and your pets to be completely satisfied with every purchase. If you’re not happy with your order, we’ll make it right.
Return Policy Overview
- Return window: 15 days from receipt of order
- Items must be unused and in original packaging with all tags
- Proof of purchase required (order number or receipt)
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Opened or partially used packages of premium pet foods (Acana, Canagan, Carnilove, Breederpack dry or wet cat foods)
- Used bedding and litter products
- Opened cat calming solutions
- Personalized or custom-made items
How to Return an Item
Follow these simple steps to initiate a return or exchange:
- Contact us: Email [email protected] within 15 days of receiving your order using our return request template below
- Wait for approval: Our team will review your request and send return instructions within 2 business days
- Package your return: Securely pack the item(s) in original packaging with all tags and accessories
- Ship your return: Send to our returns center at the address provided. We recommend using a trackable shipping service
Return Shipping Costs
- Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product)
- Original shipping fees are non-refundable
Refund Process
Once your return is received and inspected (typically within 5 business days):
- Refund method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Processing time: 3-5 business days after approval
- Bank processing: Additional 5-10 business days may be needed for the refund to appear on your statement
Exchange Process
For exchanges (subject to availability):
- Follow the standard return process
- Include a note specifying the replacement item
- We will ship the new item once the return is processed
- Any price difference will be charged or refunded accordingly
Damaged or Defective Items
If you receive a damaged or defective item (including premium products like bird cages, carriers, or crates):
- Contact us immediately at [email protected]
- Provide photos of the damage or defect
- We will arrange for a replacement or refund at no additional cost
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Kurgo Shop Customer Service,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]).
Details of item(s) to be returned:
- Product Name: [e.g., Canagan Wet Cat Food – Chicken]
- Quantity: [Number]
- Reason for return: [Please specify]
Please advise on the next steps for processing this request.
Best regards,
[Your Full Name] [Your Contact Information]Contact Us
For any questions about our Shipping & Returns policy or premium pet products:
- Email: [email protected]
- Postal Address: 88 Leyburn Rd, Ripon, GB CH2A 8WX
We appreciate your trust in Kurgo Shop for your premium pet care needs and are committed to ensuring your complete satisfaction with every purchase.