Faqs – Kanu Pet

Kanu Pet Frequently Asked Questions

You are experiencing problems, please contact our Customer Service line at:

Phone: + 1 305 9741478

from Monday to Sunday 8AM - 9PM, or via email at brickell@kanu.pet

We are committed to assisting you, and we’re always glad to help you. We are here for you, whenever you need us.

Please visit www.kanupets.com or @kanupets on Instagram for more information.

BUYING A PRODUCT

How to buy

Buying everything for your pet at www.kanupets.com is super easy by following these steps:

* To find the product you want to buy, you can browse the categories on our category menu or use the search bar.

* Select between available options (size, color, etc) and add the product to your shopping cart by clicking the BUY button.

* Continue browsing and adding products to your shopping cart as you wish to purchase.

* When you have added all the products you want to buy, go to your shopping cart by clicking on the icon in the upper right corner of the page. Review the summary to verify that all the products that are in your bag are the ones that you want to buy, and then click FINISH PURCHASE.

* Enter your email address to continue. If this is your first purchase at our online store, you will be directed to the payment page, where you must enter shipping and billing information.

* If you have previously made a purchase via our online store, when you enter your email address, your shipping and billing information should appear. Confirm your data and click FINISH.
Note: If you have already purchased with a credit card, you only need to enter the security code, which varies depending on the card (American Express: 4-digit # on the front of the card, MasterCard and Visa: digit # on the back of the card).

* Select your shipping method from the available options: Standard shipping (free for purchases over $39, you will receive your order in 1 to 4 business days, does not apply to special destinations).

* If you choose standard shipping, you must choose a payment method: Credit Card, PayPal, debit card.

* Review the purchase confirmation message and wait for the confirmation email.

* Receive your order at your doorstep.

Are the prices and products offered online onour web page the same as in the physical store?

The prices and availability dynamics on our web page www.kanupets.com may be exclusive to the channel and will not always match with the offered products and prices at all KANU stores locations. Exclusive products can only be purchased through the webpage.

How to know if there are any units available?

If a product does not have units available in any of its presentations, it will not be shown on the products page, unless it is specified that it is out of stock. If you leave us your email, we will inform you once the item is back in stock. If your purchase exceeds the number of units available, our platform will notify you that it is not possible to purchase the number of units requested.

How do I remove a product from the basket?

You can delete a product from the preview of your cart at the top right of the page by clicking on the "x". Alternatively, you can delete a product before starting the process of registering your purchase.

Shopping with your smartphone?

Enter www.kanupets.com in your Smartphone's browser and you will be directed to our mobile site where you can buy from the entire product portfolio available in our virtual store.

Is it safe to buy at www.kanupets.com?

Shopping at www.kanupets.com is safe. Our electronic commerce technology platform SHOPIFY and our payment partner SHOPIFY PAYMENTS have PCI DSS certification for the secure handling of credit card information. You can consult our privacy policy to understand the handling of personal data.

How do I choose the correct size?

Our size guides can help you
determine the correct size you need for clothing or accessories according to the measurements of the pet. For food, use the nutritional information and
dosage guide to understand the serving size that you should administer to your pet. Remember that the serving size may vary according to the brand of food.

PAYMENT METHODS

What payment methods can I use?

At www.kanupets.com you can pay with:

* Credit card: Visa, American Express, MasterCard, Diners, Apple Pay

* PayPal: savings or checking account

Can I use several payment methods at the sametime?

You can pay with 2 different credit
cards, or apply a store credit and pay the surplus through PayPal, credit or debit card. However, you cannot use two separate payment types for a single purchase (eg credit card and PayPal)

I can't finish the purchase with my card, why?

Before completing the purchase, make sure you have entered your credit card information correctly, including card name, card number, expiration date, and security code. To make payments with a credit card or PayPal, make sure they are enabled to make online purchases (to check the permissions, you must contact your bank or provider).

DISCOUNT COUPONS

How do I use a discount coupon?

If you have a discount voucher or coupon, you must enter the code in the field that says "Add discount coupon" in the shopping cart and click "Add." The discount or credit will be applied and deducted from the total value of the purchase. Write the code correctly, respecting uppercase, lowercase, and numbers.

What do I do if my coupon does not work?

If you have any problems when using your coupon or discount code, contact our customer service lines at Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet We will help you resolve the problem as soon as possible.

What happens to my coupon or credit if I cancelor return my order?

Contact our customer service lines at Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 0AM - 5PM, or via email at brickell@kanu.pet and we will happily review your case.

PRICES

Do prices include shipping costs?

No. Shipping costs are calculated once all items are added to your cart and you input your delivery direction. Costs are calculated based on the size and weight of the product and shipping destination.

USER ACCOUNT

How do I access my account?

On the main page, click on the “person” icon and select how to access your account: via verification code,Facebook, Google, or username and password.

What do I do if I lost my password?

To reset your password, click "I forgot my password" when accessing your account. You will receive an email directing you to a password reset.

How do I receive special offers?

Subscribe to our newsletter to find out about events, promotions, and news. Enter your email here!

You can also find all the information at www.kanupets.com and on our Instagram: @kanupets

Update my info

If you need to update a mailing address or payment method, go to the My Account section where you will have the following 4 entry options:

* Receive a quick access code by mail: a 4-digit code will be sent to your email, which you must insert to confirm your identity (remember to check your spam folder).

* Login with Facebook: enter your Facebook username and password.

* Sign in with Google: enter your Gmail account and password.

* Enter your email address and password: if you already have a password for the site, enter it in this space.

SHIPPING TERMS AND COSTS

What is the shipping time and cost?

Local deliveries will take place the same day if orders are received before 6:00pm. For US deliveries the time is between 1 to 5 business days, depending on the delivery location. When you fill out the shipping information, select the delivery city and the estimated delivery time will appear.

As an added value to our service, our shipments are absolutely free for purchases over $39!

How to track my order?

To track your order, you can:

- Click "My orders" located at the top right of the webpage Communicate through the different Kanu Customer Service channels

- Consult your order confirmation email for the tracking number associated with your order and a link to the delivery company’s tracking page.

What do I do if I want to change my delivery address or I made a mistake when making the purchase?

For security reasons, the shipping address can not be changed once you have made the purchase, however, you can contact us through our Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet. for help.

What do I do if it was not there at the time ofdelivery?

If you selected normal shipping and are not there to receive your order, the carrier may leave the order at your doorstep or with any authorized person. For this reason, it is very important that the phone number you list in the purchase is a cell phone that you have access to all the time.

Can I pick up my products at another address?

No, you can only receive your products at the address you listed at the time of purchase.

What can I do if my order is delayed?

Please contact our Customer Service line at Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet

Tracking information may take between 4 and 48 hours to become available after you have received the shipping confirmation email. If more than 48 hours have passed and you still cannot track your order, please contact us.

RETURNS AND REFUNDS

What do I do if I receive the wrong product?

If you do not receive the product you ordered, contact our Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet, and we will manage the replacement of your product. This replacement has no additional cost.

Can I exchange a product?

We do not process exchanges, but you can request the return of your product according to the terms established in our return policy. Consult our return policy here.

How long does it take to receive a refund?

Refunds can take up to 15 business days to process. The length of this process depends on a tertiary banking entity, not Kanu LLC.

How long do I have to return a product?

You have up to 5 business days after receiving your purchase to make a return or exercise your right of withdrawal and receive your money back. For more information on our return policy, click here.

How do I return a product?

If you wish to make the return through www.kanupets.com within 5 days of receiving the product, you must contact our Customer Service line at +305 9741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet

Accordion Can I request a refund for my order?

In accordance with the consecrated right of withdrawal, the maximum term to exercise this right is 5 business days from the delivery of the product. The product must be returned in the same conditions in which you received it.

To manage the return of your product you must contact our Customer Service line at +305741478 from Monday to Saturday 8AM - 7PM Sunday 10AM - 5PM, or via email at brickell@kanu.pet