FAQs
Orders & Payment
1. Do I need an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account allows you to:
- Track your order status
- View order history
- Save shipping information for faster checkout
- Receive updates about new arrivals and special promotions
2. How do I know my order was placed successfully?
Once your order is placed, you will receive an order confirmation email containing your order number and purchase details.
If you do not receive a confirmation email within a few minutes, please check your spam or junk folder or contact us at: info@kipawco.com
3. What payment methods do you accept?
We currently accept secure payments through:
- PayPal
Available payment methods may vary depending on your location and device.
4. Is my payment information secure?
Yes.
Our website uses SSL encryption and secure payment gateways to protect your personal and payment information during checkout.
We do not store your credit card information on our servers.
Sizing & Products
5. How do I choose the correct size for my pet?
We recommend measuring your pet's:
- Chest
- Neck
- Back Length
Then compare the measurements with the size chart we provide.
Because pets vary greatly in shape and size, selecting a size based only on breed or weight may not always provide the best fit.
6. What if my pet is between two sizes?
If your pet falls between sizes, we generally recommend choosing the larger size for a more comfortable fit.
If you need assistance, please email us with your pet's measurements and we will gladly help.
7. Will the product look exactly like the photos?
We make every effort to accurately display product colors and details.
However, slight variations may occur due to:
- Screen settings
- Lighting conditions
- Manufacturing differences
These minor variations are normal and do not affect product quality.
Shipping & Delivery
8. Where do you ship?
Currently, Kipawco ships to customers within the United States.
We are working to expand our shipping destinations in the future.
9. How much does shipping cost?
- Orders over $59.99 qualify for Free Shipping
- Orders under $59.99 are charged a flat shipping fee of $6.99
Shipping fees are displayed at checkout before payment is completed.
10. How long does order processing take?
Most orders are processed within:
1–3 business days
Orders are processed Monday through Friday, excluding holidays.
11. How long does shipping take?
Estimated delivery times:
- Processing Time: 1–3 business days
- Shipping Time: 7–15 business days
Total Estimated Delivery Time:
8–18 business days
Delivery times may vary due to carrier delays, weather conditions, holidays, or other factors beyond our control.
12. How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
Tracking updates may take a few days to appear after shipment.
13. My package seems delayed. What should I do?
If your package has not arrived within the estimated delivery timeframe, please contact us at: info@kipawco.com
We will work with the shipping carrier to investigate the shipment and assist with a resolution.
Returns & Refunds
14. What is your return policy?
We offer a 30-day return window from the date your order is delivered.
Items must be:
- Unused and unworn
- In original condition
- Free from pet hair, odors, stains, or damage
- Returned with original packaging when possible
Please review our Return & Refund Policy for complete details.
15. How do I start a return?
To request a return, please email:
info@kipawco.com
Include:
- Order number
- Reason for return
- Photos of the item (if applicable)
Our support team will provide return instructions if your request is approved.
16. Who pays for return shipping?
If the return is due to:
- Damaged items
- Defective items
- Incorrect items shipped
Kipawco will cover the return shipping cost.
For returns due to:
- Incorrect size selected
- Change of mind
- Personal preference
The customer is responsible for return shipping costs.
17. What if I receive a damaged or incorrect item?
Please contact us within 30 days of delivery.
Include:
- Order number
- Photos or videos of the issue
- Description of the problem
We will review the case and arrange a replacement or refund when appropriate.
Customer Support
18. How quickly do you respond to emails?
Our customer support team typically responds within:
12–24 business hours
during our regular business hours.
19. What are your customer service hours?
Monday – Friday
9:00 AM – 6:00 PM (EST)
20. How can I contact Kipawco?
If you have any questions, we're happy to help.
Email: info@kipawco.com
Customer Support Hours:
Monday – Friday
9:00 AM – 6:00 PM (EST)
We strive to respond to all inquiries within 12–24 business hours.