Frequently Asked Questions
Shipping & Delivery
How long does shipping take?
We partner with CJdropshipping to fulfill orders worldwide using their fastest shipping methods. All orders are processed within 1-3 business days, and delivery times vary by destination:
- United States & Canada: 7-15 days
- Europe & UK: 7-15 days
- Australia & New Zealand: 10-18 days
- Asia & Pacific Islands (including Fiji): 10-18 days
- Rest of World: 12-20 days
Note: Delivery times are estimates and may vary during peak seasons, holidays, or due to customs processing. All timeframes include weekends and holidays.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders worldwide.
Can I track my order?
Absolutely. Once your order ships, you'll receive a tracking number via email. You can monitor your package's journey in real-time through our shipping partner's website.
Why does shipping take longer than other stores?
Our products are fulfilled through our trusted partner CJdropshipping to keep costs low and offer you premium quality at competitive prices. This means slightly longer delivery times compared to domestic warehouses, but the savings and quality are worth the wait!
Returns & Exchanges
What is your return policy?
We want you and your pet to love every purchase! If you're not completely satisfied, you can return unused items within 30 days of delivery for a full refund or exchange. Items must be in original condition with tags attached.
How do I start a return?
Contact us at support@kaiirova.com with your order number and reason for return. We'll provide you with return instructions and work with you to resolve the issue.
Who pays for return shipping?
For defective or incorrect items, we cover return shipping. For change-of-mind returns, customers are responsible for return shipping costs. Due to international fulfillment, we recommend contacting us first to explore alternatives like partial refunds or replacements.
Product Questions
Are your products safe for my pet?
Yes! All KaiiRova products are made from pet-safe, non-toxic materials. Our water bowls and bottles are BPA-free, and our collars and harnesses use premium, hypoallergenic materials tested for durability and safety.
How do I choose the right size?
Each product page includes a detailed size guide. For collars and harnesses, measure your dog's neck or chest circumference and refer to our sizing chart. If you're between sizes, we recommend sizing up for comfort.
Can I wash the pet bed and harness?
Yes! The Pawsome Plush Pet Bed features a removable, machine-washable cover. The No-Pull Tactical Harness can be hand-washed with mild soap and air-dried. Detailed care instructions are included with each product.
Does the PawTrack GPS Collar include an AirTag?
No, the AirTag is sold separately by Apple. Our collar is designed to securely hold your AirTag, providing a stylish and functional tracking solution.
Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay for fast, secure checkout.
Is my payment information secure?
Yes. We use industry-standard SSL encryption to protect your payment information. We never store your credit card details on our servers.
Contact & Support
How can I contact customer support?
We're here to help! Reach us at:
- Email: support@kaiirova.com
- Response time: Within 24 hours (Monday-Friday)
Do you have a physical store?
We're an online-only store, which allows us to offer premium pet products at competitive prices without the overhead of a physical location.
Still have questions?
We're happy to help! Email us at support@kaiirova.com and we'll get back to you within 24 hours.
