Frequently asked questions

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

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Logging In to the Online Store

How do I log in to the online store? 

I already have my login credentials:

Click “Log In/Sign Up” in the upper-right corner of the page and log in.

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I don't have a username yet:

Click “Log In/Sign Up” in the upper-right corner of the page and fill in your contact information. Signing up is quick and free.

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Do I need to register as a customer?

You don't need to register. You can place an order without a username. However, registering will speed up future orders, since your contact information will already be saved. In addition, registering gives you access to your order history.

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I forgot my password. What should I do?

Click “Log In/Sign Up” in the upper-right corner of the page and click “Forgot Password” to request a new password. You’ll receive a new password via email, provided that our system has a user account associated with your email address.​

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Ordering

I didn't receive an order confirmation. What should I do? 
You will receive an automatic order confirmation via email. If you haven’t received an order confirmation, please check your email’s spam folder first. If you can’t find the order confirmation there, it’s possible that the email address on your order is incorrect or that there’s another technical issue. Please contact our customer service: info@kaikenkarvaiset.com.

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How do I cancel my online order?

If your order has not yet been shipped, please 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 location after picking it up.

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How can I make changes to my order?

Order details cannot be changed once the order has been confirmed and paid for. If you want to add items, please place a new order separately.

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I entered the wrong contact information for my order. What should I do?

If your order has not yet been shipped, you can correct your contact information by contacting our customer service: info@kaikenkarvaiset.com. If the order has already been shipped, we can no longer change the contact information, and the order will be shipped based on the original information.

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Delivery

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How long is the delivery time?

We aim to process orders immediately, but no later than the following day. The total delivery time for an order is usually 1–5 business days, depending on the carriers' schedules.

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How much are the shipping costs for this order?

See Delivery Methods

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How can I track my order?

Once your order has been shipped, you’ll receive a shipping confirmation email with a link to track your order. If you’re a registered customer, you can also view your order and its tracking information by logging into your account. If you don’t see the shipping confirmation, first check your spam folder. If you still can’t find it, please contact our customer service: info@kaikenkarvaiset.com.

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I received a defective product or one that was damaged during shipping—what should I do?

We take great care to ensure that the products we ship are intact and well-packaged. However, something may happen during shipping that causes damage to the products. If this has happened, please file a claim with our customer service immediately (no later than 1–2 days after receiving your order) at: info@kaikenkarvaiset.com. Include clear photos of the damaged product and the shipping package, with the address label clearly visible, with your claim. Also include your order number with your claim. Keep all damaged packaging materials and products for the duration of the claims process.

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I received the wrong product. What should I do?

Please contact our customer service: info@kaikenkarvaiset.com.

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What happens if I don't pick up a package that has arrived at the pickup location?

If the shipment is not picked up by the deadline, it will be returned to Kaikenkarvaiset. Please contact customer service to arrange how you will receive the shipment. The customer is responsible for the return and reshipment costs of any unclaimed package. Please note that failure to claim a package does not constitute a cancellation of the order under the Consumer Protection Act and therefore does not automatically entitle you to a refund.

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Payment

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What payment methods are accepted in the online store?

See payment methods

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Is Paytrail secure?

You can trust that Paytrail is secure. Paytrail strictly complies with laws and regulations, and the payment service provider takes security matters very seriously. Paytrail collaborates with banks and other financial sector operators to develop even safer and more efficient practices for online transactions. All data transfers use industry-standard encryption methods and digital certificates.

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Return

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Can I return the product I purchased?​

In Finland, products purchased from an online store are covered by a 14-day right of return in accordance with the Consumer Protection Act (KSL). However, certain products are excluded from this right for health and hygiene reasons, particularly if the packaging has been opened or the product has been used. The following guidelines will help you understand when products are eligible for return:

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Pet Food and Treats​

The right to return pet food and treats may be denied if the package has been opened or the product has been used. According to Section 16 of Chapter 6 of the Consumer Protection Act, the right to 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.

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Shampoos, conditioners, other hygiene products, and grooming tools

Since our hygiene products, such as shampoos, conditioners, and other personal care products, are not sealed, we cannot offer a right of exchange or return for them. According to Section 16 of Chapter 6 of the Consumer Protection Act, the right to 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, unopened hygiene products and grooming tools are also excluded from the right to return.

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Can I return a daily special item that's on sale?

Date-sensitive products are not eligible for return.

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Can I return a pet garment, toy, bed, or other accessory that I purchased?

You may carefully try on pet clothing and bedding before returning them. According to Section 14 of Chapter 6 of the Consumer Protection Act, a customer has the right to return a purchased product within 14 days, but returned products must be in their original condition and in saleable condition. If the products have, for example, pet hair, stains, or an unpleasant odor, they can no longer be returned because they are unsellable. Additionally, the right to return does not apply to opened packages of food and treats, grooming tools, or hygiene products such as shampoos and conditioners.

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Is there a return fee?

Yes. The customer is responsible for paying the shipping costs associated with the return at the time of shipment. ​

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Can I exchange this product?

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

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How do I make a return?

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

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How are refunds processed for returned products?

We will refund the price of the products you return once the return has been received and processed at our warehouse. Processing returns usually takes a few business days, and the time it takes for the refund to appear may depend on the transfer time between banks. The refund will be paid to the same account from which the original payment was made. If the product does not meet the requirements for being in its original condition, we unfortunately cannot issue a refund.

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