Frequently Asked Questions

Last updated: May 28, 2026

Welcome to kokoot. Below are answers to the questions our customers ask most often. If you don't find what you need, our support team is happy to help — full contact details at the bottom of this page.

1. Where do you ship?

We ship worldwide to over 220+ countries and regions — North America, Europe, Asia & Oceania, the Middle East, Latin America, and Africa. If you don't see your country at checkout, please contact us at official@kokoot.com to inquire about availability.

For full shipping details, see our Shipping Policy.

2. How much does shipping cost?

Region	Rate	Free Shipping
United States	$8.90 USD	FREE on orders over $69 USD
All other regions	$9.90 USD	FREE on orders over $69 USD

All prices are all-inclusive — taxes and import duties are calculated and collected at checkout (DDP). You will not face any additional charges upon delivery.

3. How long will my order take to arrive?

Order processing: 3 business days for quality check and preparation before dispatch
Standard delivery: 5–8 business days after dispatch
Typical total: 8–11 business days from order placed to delivery

During holidays, promotional events, severe weather, or carrier disruptions, delivery may take longer. Estimated delivery times are good-faith estimates, not guaranteed delivery dates.

4. What shipping carriers do you use?

We partner with two trusted international logistics providers, selected based on your destination and order weight:

YunExpress — a major cross-border logistics provider serving 220+ countries and regions
SF Express International — one of Asia's largest courier networks, known for fast and reliable international parcel delivery

You will receive your tracking number and link in your shipping confirmation email.

5. How do I track my order?

Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to monitor its progress.

Please allow 2–3 business days after dispatch for tracking information to activate and update in the carrier's system. If your parcel transfers between carriers during transit (for example, from the international leg to a local delivery partner), tracking updates may briefly pause before resuming.

6. What is your return policy?

We accept returns within 30 days of delivery. Three options depending on the situation:

Free replacement for damaged, defective, or wrong items — usually no return required, we ship you a new one at no cost
Free variant exchange for apparel, harnesses, collars, and wearable items (size or color change)
Standard returns for change-of-mind (you pay return postage)

For the full breakdown, see our Return & Refund Policy.

7. What if my order arrives damaged or wrong?

Please email official@kokoot.com within 30 days of delivery with:

Your order number
Clear photos or a short video showing the issue
Photos of the outer packaging if relevant

Our team will respond within 1–2 business days and arrange a free replacement at no cost to you. In most cases you do not need to return the original item.

8. Can I exchange a size or color?

Yes. We offer free variant exchanges within 30 days of delivery for apparel, harnesses, collars, bandanas, shoes, and other wearable items.

Conditions:

Item must be in resalable condition (no pet hair, odor, stains, or signs of use)
Original packaging and tags included
Item shipped back within 7 days of exchange approval

Who pays shipping: You pay the return postage to send the original item back. We pay the shipping to send the new variant to you.

9. Can I return an item if I just changed my mind?

Yes, within 30 days of delivery, subject to these conditions:

Item in resalable condition (no pet hair, odor, stains, or signs of use)
Original packaging included
You pay the return postage

Refunds are issued to your original payment method within 5–10 business days after we receive and inspect the returned item.

Some items are not returnable for hygiene and safety reasons — see our Return & Refund Policy.

10. Can I change or cancel my order?

Address changes: Contact official@kokoot.com as soon as possible. We can update if the order has not shipped yet.
Add, change, or upgrade items: Contact official@kokoot.com before dispatch.
Cancellation: Possible if dispatch has not started (within the 3 business day processing window).

After dispatch, changes are no longer possible — but we will help you arrange a return if needed.

11. What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, Apple Pay, Google Pay, and other payment methods supported by our checkout. All payment information is processed securely — we do not store your card details.

12. Do I need an account to place an order?

No, you can check out as a guest. However, creating an account makes it easier to:

Track your orders
Save shipping addresses
View your order history
Request returns more quickly

13. What types of pets do you sell for?

Currently we offer essentials for cats and dogs. Our product range includes:

Toys & Enrichment — chew toys, slow feeders, plush toys, cat toys
Apparel & Accessories — clothing, raincoats, shoes, socks, bandanas, bow ties
Travel & Outdoor — carriers, backpacks, bubble carriers, car accessories
Home & Bedding — beds, mats, cushions, bowls, feeders, stairs, ramps
Cleaning & Care — washable and disposable pee pads, poop scoopers, grooming tools, pet wipes

We are working on expanding to birds, small pets, fish, and aquatic — coming soon.

14. Do you sell pet food, treats, or medications?

No. We are intentional about what we offer.

We do not sell: pet food, treats, supplements, medications, sedatives, pheromone sprays, anxiety-treatment products, cat litter, or electronic pet devices.

Our product range is intentionally limited to non-consumable accessories and enrichment items that do not interact with your pet's body chemistry or health.

For full details, see our Pet Product Safety Disclaimer.

15. Is kokoot a veterinary practice or pharmacy?

No. kokoot is not a veterinary practice, pharmacy, or medical device manufacturer. Our products are not intended to diagnose, treat, cure, or prevent any disease or condition in your pet.

Always consult a licensed veterinarian for any health, behavioral, or medical concerns about your pet.

16. How do I choose the right size for my pet?

Each apparel and accessory product page includes a sizing guide. We strongly recommend measuring your pet carefully (neck, chest, back length, paw size as applicable) before ordering.

If the size does not fit, we offer free variant exchanges within 30 days for apparel, harnesses, collars, and other wearable items — see Q8.

17. Are your products safe for pets?

We carefully select products from trusted manufacturers, but no pet toy or accessory is indestructible. Please:

Choose the right size for your pet
Follow product instructions
Supervise pets when using toys, apparel, carriers, or accessories
Stop using and replace any product that becomes damaged, loose, torn, or unsafe

See our Pet Product Safety Disclaimer for category-specific safety guidance.

18. Where is kokoot based?

kokoot is operated by Remittons Technologies Co., Limited, a Hong Kong registered company (CR No. 2972891).

Registered office: Room 02, 21/F, Hip Kwan Commercial Building, 38 Pitt Street, Yau Ma Tei, Kowloon, Hong Kong.

We ship worldwide from our Hong Kong operations.

19. How do I contact customer service?

Method	Details
Email	official@kokoot.com
Phone	+852 6953 8492
Business Hours	Monday–Friday, 09:00 – 18:00 HKT (UTC+8)
Response Time	Within 1–2 business days

For order-specific questions, please include your order number for faster service.

20. How is my personal information protected?

We take privacy seriously. We collect only the information needed to process your order, ship products, and improve your experience. We never sell your personal information to third parties.

For full details on how we collect, use, and protect your data — including your rights and choices — see our Privacy Policy.