Frequently Asked Questions
Frequently Asked Questions
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.
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.Â
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.Â
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.Â
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.Â
Care InstructionsÂ
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?Â
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.,Â
Contact Us
Can't find what you're looking for? Contact us at hello@kojiandme.store and we'll be happy to help!