Frequently Asked Questions (FAQ)
Frequently Asked Questions
Everything you need to know before you buy. Can't find your answer? Contact us.
💳 Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay. All payments are processed securely through Shopify's encrypted gateway.
Is my payment information secure?
Absolutely. We never store your credit card details. All transactions are processed through Shopify's PCI-DSS compliant payment system with industry-standard SSL encryption.
Will I receive an order confirmation?
Yes! You'll receive an email confirmation immediately after placing your order, and another email with tracking details once your package ships.
📦 Shipping & Delivery
How long does shipping take?
Processing: 1-2 business days
Delivery: 2-7 business days (within the US)
Total: Most customers receive their orders within 3-9 days.
Do you offer free shipping?
Yes! Orders over $50 qualify for FREE standard shipping anywhere in the US. Our bundles automatically qualify!
Can I track my order?
Absolutely. You'll receive a tracking number via email as soon as your order ships. You can track your package in real-time through our carrier partner.
Do you ship internationally?
Currently, we ship within the United States only. International shipping is coming soon—sign up for our newsletter to be notified!
What if my package is lost or stolen?
We've got you covered. Contact us at support@kinandpaws.com and we'll work with the carrier to resolve the issue or send a replacement.
🔄 Returns & Refunds
What is your return policy?
We offer a 30-day money-back guarantee. If you're not completely satisfied, you can return any unused, unopened product within 30 days of delivery for a full refund.
How do I start a return?
Email us at support@kinandpaws.com with your order number. We'll send you a return shipping label and instructions within 24 hours.
Who pays for return shipping?
For standard returns, the customer covers return shipping costs. However, if the product is defective or damaged, we'll provide a prepaid return label at no charge.
How long until I get my refund?
Once we receive and inspect your return, your refund will be processed within 5-7 business days back to your original payment method.
Can I exchange an item?
Currently, we don't offer direct exchanges. Simply return the original item for a refund and place a new order for the item you'd like instead.
🐾 Products & Usage
Are your products safe for all pets?
Yes! Our grooming tools are designed for both cats and dogs of all breeds and sizes. The steam brush uses gentle, room-temperature mist that's completely safe and non-scalding.
Will the Steam Brush work on thick/long coats?
Absolutely. Our 3-in-1 Steam Brush is specifically designed to penetrate thick undercoats. It works beautifully on double-coated breeds like Huskies, German Shepherds, and Golden Retrievers.
How do I clean the grooming tools?
Simple! Rinse with warm water and mild soap after each use. For the steam brush, wipe down with a damp cloth and ensure the water tank is emptied. Always air-dry completely before storing.
Do the tools come with a warranty?
Each product comes with a 1-year manufacturer's warranty covering defects in materials and workmanship. Contact us if you experience any issues.
Are batteries or charging required?
The 3-in-1 Steam Brush requires USB charging (cable included). Most other tools are manual and require no power source.
💬 Customer Support
How can I contact customer support?
Email us anytime at support@kinandpaws.com. We respond to all inquiries within 24 business hours (Monday-Friday, 9AM-5PM EST).
Can I modify or cancel my order?
Contact us immediately! If your order hasn't shipped yet (usually within 1-2 hours of ordering), we can modify or cancel it. Once shipped, you'll need to complete a return.
Do you offer grooming tips or tutorials?
Yes! Each order includes a detailed instruction guide. We're also building a resource library—sign up for our newsletter to get exclusive grooming tips and tricks.
🎁 Bundles & Savings
How much do I save with bundles?
Essential Grooming Kit: Save $20 (27% off)
Complete Grooming Arsenal: Save $35 (32% off)
Plus you automatically qualify for FREE shipping!
Can I buy individual items?
Yes! While our bundles offer the best value, all products are available for individual purchase.