Shipping & Returns
Delivery Details
Shipping from US warehouse
●Delivery time
We have warehouses in the United States. Customers in the United States will deliver goods according to the inventory quantity. The transportation time is 3-5 working days. If the warehouse inventory is insufficient, the goods will be delivered from the warehouse in China.
China Standard Shipping
●Delivery time
Delivery time to the US: 10-15 working days
Canada: 10-25 working days
Australia, EU countries need 10-20 working days.
●Remote areas
If you are in a remote area, please contact us and we will check if we can deliver to your area. If the delivery is not possible, we will give feedback in time.
The tax to be paid is already included in the order, and no additional customs tax is required when the package is received.
●I received the incorrect item
The reason you received the wrong item may be the wrongly packaged product due to the negligence of our staff. If this happens, please accept our sincere apologies. Then, please contact us and we will send you the correct item.
●I received a damaged product
The reason you received the damaged product is that the courier accidentally hit it during transportation, if this happens, please take a photo of the damaged product, we will file a claim with the logistics company, and we will make your product immediately , send it as soon as the production is finished, you don't need to pay anything, we will send it for free.
●About shipping
In order to give customers a better consumption experience, all products in our store are free of charge.
●About returns
Due to the particularity of pet supplies, in order to ensure the health of dogs and prevent cross-infection,we only accept a full refund before delivery.
If the product has been made and started shipping, we will not accept a refund. (Except product quality issues)
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at serve@kashimapet.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
After obtaining the return qualification, no handling fee is required, and both the buyer and the seller pay for the transportation costs.
You can always contact us for any return question at serve@kashimapet.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.