FAQs
Popular Questions
How should I know if my photo uploaded is eligible?
We will email you if your photo uploaded is not eligible or we need more photos. So, no news is good news. Please note we are looking for a clear picture taking in natural light (sunny day). This allows us to capture the details of your pet(s) including fur colors, gestures, expressions and other unique features. Please see our Photo Guide for more information.
What should I do if I wanted to upload more than one photo?
You can either email us the photos you would like to submit or share the photos via Instagram Direct Messenger or WeChat.
What should I do if I am not happy with the purchase?
If you are not happy with your KAG Pet purchase, don't hesitate to contact us at anytime. Don't worry, your satisfaction is our first priority.
What should I do if I want to edit my order after it was made?
If you would like to edit your order, Please contact us at hello@kagpet.com within the first 12 hours after the time your order was placed. Anything thereafter is not promised and may require a $10 service fee because we've already started working on your order. Thank you for your understanding.
Can I cancel or receive a refund on my custom product order?
Understandably, we are not able to accept cancellations to the custom product orders once they are placed, as they immediately are sent into production.
Your custom product is made-to-order to your specific requirements, so it cannot be cancelled, refunded and/or credited for another product purchase after we have received your impressions.
Please note: Unless faulty, the following types of items are non-refundable: items that are customized; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal in instances where the seal is broken.
Photo Guide
-Upload a clear photo of your pet(s) taken in outdoor natural light
-No filters
-Try to avoid bad lighting and blurring photos
-Please include the unique features on your pet’s body, face, tongue, butt or tail
-It works best if your pet is looking up at the camera sitting or standing
Please note that our artists will work with the exact photos you provide, so make sure the fur color and other unique features are true to real life especially for the hand painted pet portraits. We do try our best to review all photos we receive and email you if we need more photos, but sometimes this stage may be skipped due to the order volume or busy season. That’s why it’s so important that take your time to take a good photo follows our Photo Guide. Thank you very much!
Shipping
How long will my order arrive?
-Canada & US Orders: 2-8 weeks production time. 5-10 days transit time for Canada & US.
-Other International Orders: 2-8 weeks production time. 10-21 working days transit time for rest of the world.
Please note that there may be shipping delays as shipping companies work to stabilize operations and manage significant backlogs due to COVID-19. Thank you for your understanding.
How much will the shipping costs?
We offer free standard shipping on all Canada & US orders of and over $99 CAD (before taxes & after discount).
International shipping will be calculated at checkout.
Do multiple items ship separately?
Well, if you provide the same address for multiple items at the same time, we will confirm with you if you want us to ship them all together in order to help you save some shipping cost. If you place multiple orders at different time, just give us a heads up and we would contact you see if we could customize your shipment!
Will I receive the parcel trucking number?
Sure! You will receive your parcel tracking number as soon as your KAG Pet order is ready for shipping. If your tracking link is somehow not working, please contact us at hello@kagpet.com. We will help to track your shipment.
Do I need an account to place an order?
Yes, and you will also benefit from it; if you register with us you will be able to enjoy the following benefits through your KAG Pet account:
-Manage your account details, order history and email preferences and see order status.
-Save your address and card details for faster shopping
-Get the latest updates about our products and promotions.