HELP! I'VE FOUND A KITTEN OR CAT IN NEED AND I'M NOT SURE WHAT TO DO.

there is no one scenario that is going to have the same solution, so if you can, contact someone that can offer you a quick response! there are many facebook groups and forums where you can post questions & get great feedback -- or, drop us a message! we may not be able to get back to you as quick as possible, but we're always willing to give advice where we can.

for anyone taking in new kittens or wanting to begin fostering, we highly, highly recommend any resources from kitten lady! she has an entire webinar series that we find extremely helpful!

When can i expect my order to be shipped out to me?

this question can vary quite a bit depending on what you ordered! if it is something we currently have in stock, you can likely expect it to be shipped out in about two weeks, as that is our current schedule for packaging orders! if it is something on pre-order, it may take anywhere from 2-4 weeks. if there are any unforeseen delays or conventions we will be working, we will always make sure to send out an e-mail to keep you updated! 

if you still have any questions or concerns regarding order shipment, feel free to contact us here: staff@kohiandie.com

IS THERE ANY WAY TO LOWER THE COST OF INTERNATIONAL SHIPPING? 

unfortunately, our prices are just about walking the line of loss in regards to international shipping costs. prices go up every year and this year (2022) has been particularly tough, with prices on average going up about $2-$3 USD. for now, this is the cheapest we can put our shipping costs at, both domestically and internationally. if you're looking to lower your costs, we recommend finding friends to manage a group order with so you can divide it overall!

my tracking number says ‘pre-transit’ or it says it was delivered, but it’s not here.

pre-transit means USPS either has not received the package from us (usually we print labels a few days before dropping them off at the post office) or they haven’t been scanned yet, because of a holiday or weekend. you should see this change, but if it seems to be taking longer than a week to move, let us know & we’ll call USPS!

as for deliveries — usually this can be resolved by calling the post office that usually delivers your mail and giving them the tracking number, because they can contact the carrier directly. if the package turns out to be lost, we can send out a replacement without a problem. :-)

RETURNS & EXCHANGES

you can return your item within 30 DAYS of receiving it, but it should be in the same condition that it arrived in. just let us know & send us a copy of the tracking number you use to send it back with! :-) once it arrives to us, we will issue the refund to your order!

if you are getting an item exchanged, it will be the same process, but we will send you the item you’d like in return within 1-2 weeks! if it is a pre-order item or there is a longer wait to restock, we will let you know.

we do not offer refunds for items damaged or lost by the mail, as it ultimately is out of our hands. that being said, we can send out replacement packages!

my order has missing items. what should i do?

please go ahead & contact us with your order number & information as to what was missing! things can happen & sometimes we don’t read packing slips correctly when packaging or grab the wrong item accidentally. we can go ahead & send over the missing items immediately!