Frequently Asked Questions
Frequently Asked Questions
WHY Shop at KOJI & ME?
We started Koji & me because we were tired of buying the same cheap dog products over and over. Every few months: another leaky water bottle in the bin. Another plush chew toy ripped from limb to limb with polyester stuffing all over the house. More polyester & plastic waste. More money wasted.
We searched everywhere - Amazon, Petbarn, pet stores. Everything was either: - Cheap and disposable (breaks in months) - Or overpriced and over-hyped (not actually better).
So we created what we couldn't find:
✓ Products designed to last YEARS, not months
✓ Materials safe enough for humans
-(Food Grade Stainless Steel, natural rubber, cotton canvas, organic ingredients)
✓ Sustainable practices because we love this planet as much as we love our dogs
✓ Real support from real Aussies who actually care and are pup parents
We're not the cheapest. We're not the fastest. But we're the last dog products you'll need to buy. For conscious dog owners who value quality over convenience, sustainability over speed, and durability over disposability. If that's you - welcome. We made this for you. 🐾
Shipping & Delivery
Q: How long does shipping take?
A: We process and ship orders within 0-1 business days if you order during operational hours, with the exclusion of Australian Public Holidays. Orders placed during holiday periods will be processed the next business day. Your delivery time will vary depending on your location in the world.
Q: Do you offer international shipping?
A: Yes, we ship to limited international destinations. International shipping costs and delivery times vary by destination. Currently we ship internationally to New Zealand (NZ), Canada (CA), United Kingdom (UK), and Ireland (IE).
NOTE: There is a temporary halt on all USA shipments, because logistics providers are not currently delivering packages to the USA. We will update this policy once we get updated by our logistics providers, when their deliveries to the USA resume.
Q: Can I track my order?
A: Yes, our Carrier provides up to date tracking that will allow for you to follow your package to your door. You will receive an email with a tracking number after your have placed your order. You will use this number to track your package on our Carriers website.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 30 days of you receiving your order. Items must be in the original condition and packaging.
Q: How do I initiate a return?
A: The first step for a return is to contact our customer service team at hello@kojiandme.store to commence a return and refund. We recommend that you review our Returns Policy for more in-depth information about returns.
Q: What's your return policy for opened pet food?
Nutritional items once opened cannot be returned due to their perishable nature. Kindly provide reasons for refund, and we will evaluate the request.
Q: Can I exchange for a different size?
A: Our pet clothing all run in a small fit. Please refer to the size chart and size up in the dog jumpers. We accept returns for exchanges in size presuming the item has not been worn, more than the initial try on. Please do not wash the clothing prior to returning them.
Care Instructions
Q: How do I care for my products?
A: Care instructions are included with each product and can be found on our website. For specific questions, please contact us.
Q: Are your products suitable for sensitive skin?
A: Please refer to individual product descriptions for ingredient lists and suitability information. Our nutritional items do not claim any medical benefits for sensitive skin or digestion. While they may aid in these situations, we are not vets and cannot provide veterinary guidance. Always consult your vet before changing your dog's diet.
Q: Are all of your nutritional products organic?
We only purchase organic vegetables, herbs, and fruits for our nutritional products. We strive to buy organic bones for our broths whenever possible. If organic pasture-fed animal bones are not available, we ensure that our bones are ethically sourced and halal certified.
Q: How do I introduce new food to my pet?
A: Always seek the advice of your trusted veterinarian before commencing a change in diet or introducing a new food item. Our nutritional products are developed in collaboration with veterinary nutritionists and manufactured in a trusted Australian lab, where they are tested extensively for safety and nutrition panelling. Even so, your vet knows your dog better than anyone and can recommend our products if suitable.,
Contact Us
Can't find what you're looking for? Contact us at hello@kojiandme.store and we'll be happy to help!