FAQ

On this page you will find answers to the most common questions. If you can't find what you're looking for, you can contact our customer service: info@kaikenkarvaiset.com or +358 44 475 8080.

Logging in to the online store

How do I log in to the online store?

I already have an account:

Click “Log in/Register” in the top right corner of the page and log in.

I don't have an account yet:

Click “Log in/Register” in the top right corner of the page and fill in your contact details. Signing up is quick and free.

Do I need to register as a customer?

No, registration is not required. You can place an order without an account. However, registering speeds up your future orders, as your contact details are already saved. Registering also gives you access to your order history.

I've forgotten my password, what should I do?

Click “Log in/Register” in the top right corner of the page and request a new password by clicking “Forgot password”. You will receive a new password by email if an account exists for your email address in our system.

Ordering

I didn't receive an order confirmation, what should I do?

You will receive an automatic order confirmation by email. If you haven't received it, first check your email's spam folder. If the confirmation isn't there, your order may have an incorrect email address or there may be another technical issue. Contact our customer service: info@kaikenkarvaiset.com.

How do I cancel my online order?

If your order hasn't been shipped yet, contact our customer service as soon as possible: info@kaikenkarvaiset.com. Please note that if your order status says “Shipped”, we can no longer cancel your order. In that case, you can easily return your order to the pickup point after collecting it.

How can I make changes to my order?

Order details can no longer be changed once the order has been confirmed and paid. If you want to add products, please place a separate new order.

I entered the wrong contact details on my order, what should I do?

If the order hasn't been shipped yet, you can correct the contact details by contacting our customer service: info@kaikenkarvaiset.com. If the order has already been shipped, we can no longer change the contact details, and the order will be delivered according to the original information.

Delivery

How long is the delivery time?

The delivery time is usually 1–5 business days, depending on Posti's and Schenker's schedules.

How much are the shipping costs?

See delivery methods

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation by email with a link for tracking your order. If you have registered as a customer, you can also view your order and its tracking details by logging in to your account. If you don't see the shipping confirmation, first check your spam folder. If you can't find the confirmation, contact our customer service at info@kaikenkarvaiset.com.

I received a faulty product or one damaged in transit – what should I do?

Although we carefully make sure that the products we ship are intact and well packaged, damage can occur during transport. If this has happened, file a complaint with our customer service immediately (no later than within 1–2 days of receiving your order) at info@kaikenkarvaiset.com. Attach clear photos of the damaged product and of the shipping package with the address label clearly visible. Also include your order number in the complaint. Keep all damaged packaging materials and products for the entire duration of the complaint process.

I received the wrong product, what should I do?

Contact our customer service: info@kaikenkarvaiset.com.

What happens if I don't collect a shipment that has arrived at the pickup point?

If the shipment is not collected by the deadline, it will be returned to Kaikenkarvaiset. Contact customer service to arrange how you will receive the shipment. The customer is responsible for the return and reshipping costs of an uncollected parcel. Please note that failing to collect a parcel does not count as cancelling the order under the Finnish Consumer Protection Act and therefore does not automatically entitle you to a refund.

Payment

Which payment methods are accepted in the online store?

See payment methods

Is Paytrail safe?

You can trust that Paytrail is safe. Paytrail strictly complies with laws and regulations, and as a payment service provider it takes security matters very seriously. Paytrail works together with banks and other financial sector operators to build ever safer and smoother practices for doing business online. All data transfers use industry-approved encryption methods and certificates.

Returns

Can I return a product I bought?

In Finland, products purchased from an online store come with a 14-day right of return in accordance with the Finnish Consumer Protection Act. However, certain products are excluded from this right for health and hygiene reasons, especially if the packaging has been opened or the product has been used. The following guidelines will help you understand when products can be returned:

Pet food and treats

The right of return for pet food and treat products may be refused if the packaging has been opened or the product has been used. Under Chapter 6, Section 16 of the Finnish Consumer Protection Act, the right of return does not apply to perishable products or products whose quality may deteriorate after opening. This means that unopened food packages can be returned within 14 days, but opened packages cannot be returned.

Shampoos, conditioners, other hygiene products and grooming tools

Because our hygiene products, such as shampoos, conditioners and other personal care products, are not sealed, we cannot offer an exchange or return option for them. Under Chapter 6, Section 16 of the Finnish Consumer Protection Act, the right of return does not apply to products that are no longer saleable after opening. We cannot guarantee that a product has not been opened or partially used, which may affect the product's safety and quality. For this reason, even unopened hygiene products and grooming tools are not covered by the right of return.

Can I return a discounted short-dated product?

Short-dated products cannot be returned.

Can I return pet clothing, a toy, a bed or another accessory I bought?

Pet clothing and beds can be carefully tried on your pet before returning them. Under Chapter 6, Section 14 of the Finnish Consumer Protection Act, the customer has the right to return a purchased product within 14 days, but the returned products must be in their original condition and saleable. If the products have, for example, hairs, stains or an unpleasant odour, they can no longer be returned because they are unsaleable. In addition, the right of return does not apply to opened food and treat packages, grooming tools or hygiene products such as shampoos and conditioners.

Does returning cost anything?

Yes. The customer pays the shipping costs of the return when sending the parcel. The product can be returned via a Posti or Schenker service point.

Can I exchange a product?

If you want to exchange a product, contact customer service at info@kaikenkarvaiset.com.

How do I make a return?

Contact customer service at info@kaikenkarvaiset.com for more detailed instructions.

How are returned products refunded?

We refund the price of the products you have returned once the return has been received and processed at our warehouse. Processing returns usually takes a few business days, and the arrival of the refund may be affected by transfer times between banks. The refund is paid to the same account from which the original payment was made. If the product does not meet the original-condition requirements, we unfortunately cannot issue a refund.