Shipping & Returns

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SHIPPING

Orders placed after 11 am are processed the following business day. Orders placed on a weekend or holiday will ship the next business day. With standard FedEx Ground Home Delivery, you can expect your order to arrive within 5-7 business days. With 2-Day Express Shipping, you can expect your order to arrive 2 business days after the following business day. Packages shipped with Standard Overnight Shipping will arrive 1 business day after the following business day. Business days for Kurgo, Flat Rate Ground service and FedEx are Monday-Friday, excluding holidays.
 
Orders to Alaska and Hawaii will have limited shipping options and are not eligible for free or standard shipping.
 
If you are in Europe, you can reach our EU Customer Contact Care to find retail stores who carry our product.
 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

For purchases made directly with Kurgo: If for any reason you are not completely satisfied with your purchase, you may return it within 45 days for a refund of your purchase price.

Note: For purchases made through other online or store retailers, please contact retailer directly for their specific return policy.

Returns are as easy as 1-2-3:
STEP 1: Locate Your Order Number
If you do not have your order number on hand, call 1-877-847-3868, send us an email at info@kurgo.com or chat with us online.

STEP 2: Prepare Your Return Package
Write the reason for the return on the packing slip and ship your product to us with the order number written prominently and clearly on the package. Make sure this information is clearly visible on the package. Use clear packing tape to attach the shipping info to the package. Send the package with a carrier service that issues you a tracking number, such as FedEx® or UPS®. We cannot be held responsible for packages that are lost without tracking.

Ship to this address:
Order Number: _____________
Radio Systems Corporation
Attn: Consumer Credit Division
10409 Cogdill Road
Knoxville, TN 37932

STEP 3: Receive Credit
When we receive the product, we’ll issue you a credit for your order within 14 business days. If you want to place a new order, just give us a call or place a new order on our website.

Conditions:

Your return is subject to the following...

  1. Shipping charges are non-refundable.
  2. Defective products are allowed for return for replacement or credit within 45 days or if the product is still within its warranty.
  3. All returns must be within 45 days of the original date of purchase. Thereafter, all sales are final.
  4. All returns must be re-sellable, which is in original condition and in original packaging. Any items returned to us in used condition without packaging will not be credited. Unfortunately, for sanitary reasons, we cannot accept returned toys that have been in your dog’s mouth.
  5. Returns must be shipped via prepaid freight. Any return sent back freight collect will be refused.
  6. Special order items are not returnable.
  7. Products purchased from the kurgo.com clearance section will not be accepted for return.
  8. All replacement items will be shipped after Kurgo has received and processed your defective return. A new tracking number will be sent to you for the replacement item when it ships.
  9. All credits will be made back to the original payment method.
  10. Kurgo will not be held responsible for customers ordering the wrong product(s), and all refusals will be credited minus the shipping charges.
  11. If a package arrives damaged, contact Customer Care so a claim can be filed with the shipping carrier and a replacement order processed. We do not require signatures for delivery.

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 on Kurgo.com. New orders will incur shipping charges.

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