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Shipping & Returns

Returns and Exchanges

SHIPPING

Super Saver Shipping is via UPS SurePost® with the final delivery made by the US Postal Service. Super Saver Shipping can take up to 10 business days to arrive and the tracking is only available until it gets to the post office. All other shipping methods are via UPS and cannot be sent to PO Boxes. We do not recommend that orders shipped to Alaska or Hawaii use Super Saving Shipping as the delivery time can be in excess of 15 days. For these states, we recommend shipping via UPS Ground. 

Orders placed on a business day before 9 am (EST) will ship the same business day. Orders placed after 9 am (EST) or on a weekend or holiday will be shipped the next business day. UPS delivery times are measured in business days from the ship date. Super Saver Shipping may be delivered on a Saturday, however, all other UPS shipping methods do not offer Saturday delivery. Business days for both Kurgo and UPS 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 contact our distributor, Accapi Group, to find retail stores who carry our product. Our Australian distributor, MasterPet, can also be contacted to find stores in Australia & New Zealand.

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. 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]
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]
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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