FAQ

Frequently Asked Questions

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the main Credit, Debit Cards & PayPal in our store.

HOW SECURE IS MY PERSONAL INFORMATION?
Koke Pets adheres to the highest industry standards to protect your personal information with the best security solutions.

Your credit card information and personal details are encrypted during transmission using SSL (Secure Socket Layer) technology, widely used online for secure payment processing.

Order Tracking

MY TRACKING NUMBER IS NOT WORKING
90% of our orders have a tracking number. However, some may not. Please contact us at info@kokepets.com if your order lacks a tracking code, and we’ll do our best to provide updates.

You’ll receive your tracking number by email within a few days of your order. Use it on our Track Order page to follow your shipment. For best results, copy and paste the code.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
Once dispatched, we’ll notify you by email and SMS. Tracking numbers are typically available within a few days of dispatch.

THE TRACKING SITE SAYS DELIVERED, BUT I HAVEN’T RECEIVED MY PACKAGE
Sometimes postal services mark packages as delivered when they arrive at your local post office. Please wait a few more days or contact your local post office.

Shipping & Delivery

DO YOU SHIP INTERNATIONALLY?
Yes, Koke Pets ships worldwide daily to most locations.

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
99% of orders leave the warehouse within 1–3 days of payment. You’ll receive an email notification once shipped.

MY ORDER DID NOT ARRIVE ON TIME. WHAT SHOULD I DO?
If your items haven’t arrived within 18 business days of purchase, contact info@kokepets.com for assistance.

HOW LONG DOES SHIPPING TAKE?

  • Standard International Shipping: 5–18 business days.
  • Orders are dispatched within 3 business days, with peak periods requiring up to 6 days for dispatch.

HOW IS THE PACKAGE DELIVERED?
Delivery depends on your location. Packages may arrive at your mailbox, porch, or local post office with a notice in your mailbox.

HOW MUCH DO YOU CHARGE FOR SHIPPING?

  • Calculated at checkout.

FROM WHERE IS MY PACKAGE BEING SHIPPED?
Most orders ship from our warehouses in China, with some dispatched from the USA. For more details, contact info@kokepets.com.

Returns & Refunds

WHAT IF I RECEIVE A DAMAGED/FAULTY PRODUCT?
If your item is damaged or faulty, email us proof (photo/video) at info@kokepets.com, and we’ll send a replacement free of charge.

After Purchase

I ENTERED THE WRONG SHIPPING ADDRESS/VARIANT! CAN I CHANGE IT?
Contact info@kokepets.com immediately. If your order hasn’t entered shipping, we’ll do our best to assist. If already shipped, we cannot make changes or issue refunds.

MY PACKAGE IS STUCK IN CUSTOMS. WHAT CAN I DO?
We aren’t responsible for customs delays or fees. Contact your local customs office to resolve the issue.

CAN I CHANGE MY SHIPPING ADDRESS?
Contact us within 1–3 business days of placing your order. After processing begins, we can’t guarantee changes.