Shipping and returns

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SHIPPING

Flat Rate Ground is delivered via FedEx ® within the United States, and via Canada Post within Canada. Flat Rate Ground does not offer service delivery to PO Boxes, or APOs. If your order requires delivery to a PO Box or APO, please contact our customer service team by phone or email. 
 
Orders placed after 2 pm (Eastern Time Zone) or, on a weekend or holiday will ship the next business day. Flat Rate Ground delivery times are measured in business days from the ship date and do not include Saturday delivery. Business days for Kurgo, Flat Rate Ground service and FedEx are Monday-Friday, excluding holidays.

We only ship to the 50 United States and Canada. International shipping or to US territories is not available.

If you are in Europe, you can reach our EU Customer Contact Center, to find retail stores who carry our product. 

[email: customerhelp@kurgo.com, phone:+353 (0) 76-892-0427] 

If you are in Australia or New Zealand, please contact our Australian partner, Pet Barn, https://www.petbarn.com.au/ for stores that carry Kurgo products.

RETURNS

A full refund will be given for all items purchased on Kurgo.com and returned within 60 days of purchase. All returns must be resellable, which is in original condition and in original packaging. Any items returned to us in used condition without packaging will not be credited. Unfortunately we cannot return toys that have been in your dog's mouth for sanitary reasons. Yuck! Shipping fees will not be refunded. Return shipping fees are the responsibility of the customer.

To return any items purchased from www.kurgo.com, you must contact us for a Return Authorization Number (RA#). To get an RA#, please email us at info@kurgo.com and provide your full name, the Order Number and which products(s) from the order that you wish to return. Items returned to us without an RA# will not be processed. We will be unable to track these items to your order and they will be disposed of without the correct paperwork.

For US ORDERS mail all items to return with the RA# to the address below:

Attn: Kurgo Returns
Dart Warehouse
RA# [fill in your RA# from Customer Service] – SO#[Original Sales Order#, will be provided with RA# from Customer Service]
1835 West Ferry Road
Naperville, IL 60563

For CANADIAN ORDERS mail all items to return with the RA# to the address below:
Attn: Kurgo Returns
Interfullfillment
RA# [fill in your RA# from Customer Service] - SO#[Original Sales Order#, will be provided with RA# from Customer Service]
420 Finchdene Square
Toronto, ON M1X 1C2
Canada

Please be sure to send your items back with a shipping carrier that provides tracking. Kurgo cannot be held responsible for packages that are lost without tracking.

Refunds for returns will not be processed until the product is received at Kurgo. These are busy times at Kurgo! If you are wondering about the status of your return, don’t worry, as it can take up to 20 business days for the original purchase price of your returned product(s) to be refunded to your original form of payment. Shipping fees are non-refundable.

Please note, once we submit a refund to your credit card company or bank, there may be additional delays in receiving the credit to your account due to your bank’s policies and processes. Please contact your payment provider to find out their timeline for crediting accounts.

Purchases through Retailers
If you purchased a Kurgo product at a retail store or online with one of our e-commerce retailers, all refunds and exchanges must be obtained through the original place of purchase.

EXCHANGES

Exchanges are handled as two separate transactions. For items you want to exchange, please follow the return instructions above. Then place a new order for the items you would like instead on Kurgo.com. New orders will incur shipping charges.

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