Help Center

Contact Us

Hours
M-F 7AM-5PM (MST)

Address
125 W 500 S PROVO, UT 84601

Email
support@kanodog.com

General Information & FAQ

Our customer service team is available Monday thru Friday from 9AM to 5PM (MT). We do our best to respond to all inquiries within 24 hours and appreciate your patience! 

You can contact us via email directly to support@kanodog.com. Talk with you soon! 

We try to restock within a few weeks. If you'd like to be among the first to know when a specific product is restocked, you can sign up for restock notifications on its product page. 

Additionally, we typically announce product restocks to our Instagram followers and our email subscribers so you may want to hop on there as well! You can sign up for our email list here

Return and Refund Information

We understand how it is to shop online. For whatever reason you might need to return your purchase, send it back to us within 30 days of your initial purchase for a refund. Returned products must be unused and include their original packaging (plastic bag the product arrived in, etc.). Any product returned that is used or not in its original packaging will be rejected and will not sent back to the customer. 

Once you have requested a return, you will be emailed a return label which can be used to ship your item(s) back to our warehouse for processing. The price of the return label will be deducted from your refund. 

Return requests can be initiated here.   

We will inform you of the refund by email and credit will automatically be applied to your original method of payment within 3-5 business days of processing the return.

*Kano Enterprises LLC is not responsible for any returns lost in transit

Late or missing refunds (if applicable):

Refunds typically take 3-5 business days to clear but can take up to 7 business days depending on your bank. If 7 full business days have passed and you still have not received your refund, check your bank account and get in touch with your credit card company or bank about pending transactions.

If you’ve done this and still have not received your refund, please contact us at support@kanodog.com and we will make sure to get that sorted out for you!

If your order was placed within the last 30 days, please initiate your return request here

Please be aware that all Mystery Items (both mystery wallets and lanyards) as well as items purchased from our Sale page are FINAL SALE and are not eligible for return or exchange. 

Once returns are placed in the mail, it typically takes 3-5 business days for orders to arrive at our warehouse. When those returns are received, we do our best to process and issue refunds within the next few business days and you will receive an email notification when that has been completed! 

When a refund has been issued, it will often take about 3 business days to clear but can take up to 7 business days depending on your bank. If you have not seen that refund to your original method of payment within those 7 business days of receiving a refund notification, we recommend contacting your bank about pending transactions. 

If you have done so and are still not seeing your refund, please let us know at support@kanodog.com and we will look into that on our end and make sure it's all taken care of for you!

As stated in our full return policy, Kano Enterprises LLC is not responsible for any returns lost in transit.

Warranty Claim and Policy Information

We stand by our products. Each one is made using durable materials and checked for quality before shipping. Our products hold some of your most valuable items and are built to last, but we know that accidents happen. For that reason, we have a one-year warranty on all orders.

If your product becomes defective within one-year of purchase, you qualify for a replacement. Products that have been stretched out due to over-stuffing, water damage, normal day to day wear and tear, etc. will not qualify for a replacement.

To submit a warranty claim, please visit the link here and our customer service team will take care of that for you! 

We stand by our products. Kano products are made using durable materials and checked for quality before shipping. Our products are used to help our most valued friends/family members (our pets), therefore you should buy product that you can rely on. For that reason, we have put a one-year warranty on all orders (details below).  

Details: 

Kano products are made to last! However, if your item becomes defective within one year of your purchase, you qualify for a replacement.  Please keep in mind that products that have had dogs bite through or just normal day to day wear and tear, etc. will not qualify for a replacement.

If you feel you would qualify for a replacement please contact us and we’ll happily verify the warranty for you! To request a replacement of any defective items, please fill out the link here.

Otherwise, send an email directly to support@kanodog.co with the following information to our customer service team will verify your warranty: 

Full NameOrder NumberPicture of the defective itemName of the item you would like as a replacementYour current shipping address

Our customer service team will contact you on the next business day to review your warranty claim so we appreciate your patience!    

*Wallets that were included in an order for promotional reasons or were awarded as an item in a giveaway cannot be replaced. Often these wallets are released in limited quantities and when the designs are gone, we can not offer a replacement.

Shipping & Delivery Information

We know you're STOKED to get your order so here's a little more information to ease your mind. For all orders, we require 1 full business day to process orders and get them ready to ship out. This includes orders placed with both Standard shipping and Priority Mail shipping. If orders are placed on Friday, it's possible that they will be processed and shipped that same day but it's more likely that they will be taken care of on Monday morning.

Once we've had that 1 full business day to process your order, Standard shipping typically takes an additional 3-6 business days (for Domestic orders) and Priority Mail shipping typically takes an additional 2-3 business days (for Domestic orders). Shipping times can vary based on your location and you should receive a more accurate estimate at checkout based on your current address. 

When your order is processed and shipped you should receive emails to update you on the packages status but be sure to check your spam and promotions folders as they sometimes go there by mistake! You can also download the Shop app for additional updates on where your package is in transit. That way, you can be in the know every step of the way! 

If your items were "returned to sender" it is often due to an error with the address. When packages are returned to us, we will receive them back to our warehouse and contact you via email for the correct address so that the order can be reshipped. If you have already contacted us with an updated address we'll simply go ahead and have the order shipped back out! 

We use USPS and DHL to deliver our packages. Domestic orders usually take around 3-6 business days to be delivered once shipped and International orders can take around 7-10 business days, depending on the location. Please allow 1 full business day for your order to be fulfilled and processed before it ships. If you are having your wallet shipped Internationally, please be patient because as it can take much longer due to customs and the reliability of the postal service of the country being shipped to. Once packages have passed US customs, they often become un-trackable since they are no longer in the hands of the original carrier. Domestic orders are not determined lost until 20 business days post shipment and International orders are not determined lost until 45 business days post shipment.

If your tracking number indicates that the package was "DELIVERED" but you have not received the package, please be patient. Some mail men scan the package as it enters their truck, others scan the package as it enters the mailbox. We recommend checking with neighbors, your mail man and your local post office to see if the package was misplaced. If after those 20 days (or 45 days for International orders), you still have not received the package, please let us know and we'll be sure to take care of that for you right away!

Our company policy is that we cannot send out a replacement order or issue a refund for lost, missing, or stolen packages until at least 20 business days (for Domestic orders) have passed since the original shipment date. If you are receiving product Internationally, we ask that you wait 45 business days.

We also recommend checking with your local post office or postal service worker. Once 20 business days (or 45 business days for International orders) has passed, please contact our customer service team at support@kanodog.com to request a replacement order or refund. 

Contact Us

Hours
M-F 7AM-5PM (MST)

Address
125 W 500 S PROVO, UT 84601

Email
support@kanodog.com

Join The Pack!