Shipping Locations:

At this time, we do not ship to P.O. boxes. We ship only ship domestically as of right now but (Excludes AK, HI, PR, VI). Please provide a physical shipping address for your order, or it will not ship.

Shipping Rates:

Varies depending on the size of the item. Free Shipping is available on orders over $150. This is subject to change.

Shipping Rates & Processing:

Orders placed before 11 AM CST will be processed and shipped the next business day. Orders placed after 11 AM CST will be processed the following business day. We ship orders on weekdays only, and do not ship on weekends or major holidays (e.g., Thanksgiving, Christmas Day, etc.)

Shipping is non-refundable on all orders.

At Kooly, we strive to provide the highest quality products. Please carefully review your order before purchasing, as we do not accept returns unless there is a product issue on our end.

We do not refund original shipping and handling charges and customer is responsible for return shipping charges. You will be notified when your refunded product has reached our destination and the refund has been processed.

Defective or Damaged Items:

If there is an issue with your product (e.g., defect, damage, or error in your order), please contact us within 7 days of receiving your merchandise. You must email us at hello@koolypets.com with a description of the issue and upload clear images of the product for review.

Review Process:

Once we receive your email, please allow up to 72 hours for us to review and respond to your request. If your claim is valid, we will provide instructions for the next steps.

No Returns for Change of Mind:

We do not accept returns or offer refunds for items purchased due to a change of mind or if the item was simply not what you expected. Please ensure you select the correct product before completing your order.

Refunds:

If your product return is approved, we will process the refund to your original payment method. Please note that original shipping and handling fees are non-refundable.
Additionally, customers are responsible for the return shipping costs, unless the issue was caused by the company.

Have Questions?

Feel free to reach out to our customer service and receive a Return Authorization number!

hello@koolypets.com