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FAQ


-All items sold here are in USD.

-We accept international orders.

-Our checkout process uses PayPal (PayPal.com)

If you receive a "Payment Error" 

Most payment errors happen when the billing address doesn't match the address connected to your credit card.  Make sure that the billing address matches the address on your credit card.  If you are using a prepaid credit card (such as Vanilla Mastercard or Visa prepaid) make sure that you have registered your card at www.vanillamastercard.com or at www.visa.com.

We have found that this is the most common error.  If this doesn't resolve the issue let us know and we can invoice you for your order directly through Paypal. 

Is your packaging discrete?

-Our packaging is discreet, however we do attach cute stickers to the outside of the package.

-The package arrives with the company name " KPP Inc.".

-We do not  put anything on the label that indicates what's inside.  

-Please make a note on your order if you'd prefer no stickers on the package.


How long will it take for my in stock items to ship?

-During busy periods (i.e. holidays, convention season, etc.) we experience larger volumes of orders. Processing times could increase by approximately 4 weeks.  We are currently in a busy period and experiencing delays, so please keep that in mind when ordering.  

-If you order in December, you will most likely not receive it in time for Christmas taking into account the processing time and delivery/shipping times. Please take into consideration the total time it takes to arrive to you before ordering a gift. We suggest ordering a gift card instead at this time, given we are already part way into December.

-Processing times when we are not in our busy holiday period is approximately 10 business days.  This does NOT include delivery time.  We will notify everyone when we are out of the holiday period. :)


-Please allow for postal delivery times based on your postal carrier and method of shipping chosen. 

- If you need your order for a specific date,please contact us via email and will try our best to accommodate. We recommend paying for a faster shipping to ensure your order arrives before this date.


- Orders can be delayed if products required to complete the order are not currently in stock or back ordered through a supplier . We will contact you if this occurs before the estimated processing window to ensure your order goes out quickly. 


How do I find out my order status & tracking info?

- You can check your order status on our site! Simply log onto your account, and go to your account's order history. 

- You will only see the tracking number for your package if you chose tracked shipping method at checkout.

- The tracking number will be available only after the order is shipped out.


What are the delivery estimates once shipped?

North America
 
Standard (no insurance,no tracking number) - Approximately 8 to 20 business days to arrive after being shipped
Tracked (comes with insurance and tracking number) - Approximately 7 business days


International

Standard Surface (no insurance,no tracking number) - Approximately 6 to 14 weeks.
Standard Air (no insurance,no tracking number) - Approximately 3 to 12 weeks.
Tracked International (comes with insurance and tracking number) - Approximately 7 to 11 business days


What If My Package Is Lost? 

-If you selected a shipping method with a tracking number, we can file a claim with CanadaPost, and have replacement items sent to you as soon as possible :)

-We are NOT liable for any packages sent "Standard". There will be NO compensation for any packages lost that are sent with "Standard" because we are unable to file a claim without a tracking number. Because of this we strongly suggest to pick a method with a tracking number.  It is worth the price difference.


Can I combine my orders?

 Please email customersupport@kppinconline.com and will try to accommodate however there are no guarantees we can. Please be aware there is a strong possibility we will keep the second shipping charge due to the increased weight and size of the order.


What about Made to Order/Custom/Build Your Own items? (NO LONGER AVAILABLE TILL FURTHER NOTICE)  

-Custom orders have been closed and will remain closed until we get through all of our remaining custom orders. 

- We cannot guarantee a certain processing time for custom orders,due to the large number of changes we have been receiving with the orders that we received. We also do not want to rush the orders and negatively impact the quality of our products.  There is no way to accurately estimate the processing time due to these variables. You can ask us at any point about the status of your order by emailing us. 


- Orders can be delayed if materials or products required to complete the order are not currently in stock or back ordered through a supplier. We will contact you if this occurs.

-Your order will be delayed if you make alterations to your order. 

- Your order will be delayed if you do not reply to our order confirmation emails when working on your custom
order. It is imperative that you get back to these emails as not responding may result in your order not being shipped. 

- Every custom order is organized into a specific group:

Tail Order - The order only consists of tails
Ear Order - The order only consists of ears
Collar Order - The order only consists of collars
Group Order - The order consists of a variety of different items

We have a staff of 5, and certain people specialize in making a specific item. Because of this, a certain type of order (Example: Collar Order) may be ahead more than another type of order.  


If you have any questions or concerns regarding shipping times and processing times on custom orders please email us at customersupport@kppinconline.com and we will respond between Monday-Friday.


- If you have a problem with an order from our store or would like to cancel an order, please contact us at customersupport@kppinconline.com.  

-Please provide your order reference code in the body of your email, the reason for the refund or exchange.


Can I cancel my order?

-When cancelling custom orders that have already been started, refunds will be handled on a case by case basis based off of the time and materials already invested into the order.

- When cancelling in stock items within the expressed processing time of up to 4 weeks,there will be a restocking fee of 10% of your order,excluding shipping. 

-For instance if an ear and tail set was ordered and the ears were already completed to your specifications, we will refund the tail and a percentage of the ears to cover material cost and labor. If your order hasn't been started you will receive a full refund.

-Due to monitor settings, colors may appear slightly different on your computer than they do in person. Due to this, we will not exchange or issue a refund if we gave you the correct colored items you selected. We are not liable for the fur texture being different than what you had envisioned. The same fur from the same supplier can vary batch to batch so we can also not guarantee that ordering the same fur at a later date will guarantee a 100% match. 


Can I return or exchange an item(s)?

 - Returns and exchanges are accepted on a case by case basis. Returned items MUST be returned in unused condition.  When we receive the items we will contact you regarding the refund.
 
-If you ordered wrong or changed your mind,we may offer to exchange the items. Products must be unworn and with original packaging. 

-If the product(s) received matched the products in your order, then you will be responsible for the cost to ship it back. 

-If we made an error resulting in you needing to send the items back, we will reimburse you for the shipping via Paypal store credit only. We will not pay courier fees or express fees. We will only pay for tracked packet, or standard with a local postal service (ie. CanadaPost, USPS)

- If the product(s) received matches the products in your order and you are unsatisfied with the quality, you will pay for the shipping to us. If we receive the item and deem it is not of quality, we will then reimburse the shipping you paid. 


If you have any further questions or concerns please email us BEFORE ordering at customersupport@kppinconline.com