Contact information

We're here to help with orders, shipping, product questions, and quality-related concerns. Our team is dedicated to making sure you and your pet have the best possible experience with kokoot.

Customer Support

  • Email: official@kokoot.com
  • Phone: +852 6953 8492

Business Hours

Monday-Friday, 09:00 - 18:00 HKT (UTC+8)

(Available in English)

Response Time

We aim to respond to all inquiries within 1–2 business days. Response times may be longer during promotional periods, peak seasons, or major holidays.

To help us assist you faster, please contact us using the email address associated with your order and include your order number in your message.

Before You Contact Us

  • For order status / tracking — please check the shipping confirmation email or your account first
  • For quality-related concerns — include clear photos or short videos of the issue
  • For returns or exchanges — please review our Return & Refund Policy before reaching out

Mailing Address

Room 02, 21/F, 

Hip Kwan Commercial Building,

38 Pitt Street,

Yau Ma Tei, Kowloon, Hong Kong

Returns

kokoot accepts returns under specific conditions outlined in our Return & Refund Policy:

  • Damaged, defective, or wrong items → Free replacement (most cases no return needed)
  • Apparel / harness / collar / wearable items with sizing or color issues → Free variant exchange within 30 days
  • Change of mind → Return within 30 days; customer pays return shipping
  • Used hygiene items, items with pet hair/odor, customized items → Not returnable

Please contact us before shipping anything back. Returns sent without prior approval cannot be processed.

Damaged Packages

If your package arrives damaged:

  1. Document the condition with photos and video at the time of delivery (include the outer packaging and the product)
  2. Contact us within 48 hours of delivery at official@kokoot.com with your order number and the photo/video evidence

We will arrange a free replacement or refund and pursue the carrier claim internally on your behalf. See our Shipping Policy Section 8 for full details.