Frequently Asked Questions – The Kind Owl
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Frequently Asked Questions

Does every item I buy mean animal charities receive money?

Yes! For every single item you buy from The Kind Owl we donate 30% of the total profits from that purchase to animal charities. You can read more about who and what we support below:

 

Can I change or add something to my order?

Absolutely, any changes can be made within 12 hours of your order being placed on our website, after this time no more changes can be accepted. All you need to do is contact us and request a cancellation or change of order within this time. 

We will also need to cancel and refund the existing order if you wish to change an item. If you would just like to add something it would be easier and faster for you to just place an additional separate order through the normal checkout process on our website and you don't need to contact us in this case.

 

How do I order a gift for someone?

It couldn't be easier! All you need to do is enter your email address details to receive all buyer information (including the receipt) but make sure instead of entering your address during checkout to enter in the address and shipping information for the person the gift is for.

During the checkout process, you'll see a comment box labeled "Special instructions for The Kind Owl." Just make a note inside that box this item is for a gift and we will make sure no receipts are in the package.

 

I've received one of my items but I ordered more, where's the rest?

We use suppliers all over the world, so for logistic reasons your items often get sent from different warehouses and so arrive at different times, in separate packages. Some may arrive faster than others but you will receive all your items within the specified shipping times.

 

My order still hasn't arrived yet, where is it?

Shipping times for within the USA takes a maximum of 30 BUSINESS days plus an additional 1-2 days processing.  Shipping to the rest of the world (outside of the USA) takes a maximum of 60 BUSINESS days plus an additional 1-2 days processing. If you still haven't received your order after these time frames please contact us with your order number.

Please note that sometimes customs may delay packages for various reasons and during high seasonal demand (e.g. Christmas period) these deliveries may take longer than the average maximum wait times specified.

 

I placed an order but I haven't received my tracking information?

Generally, only all orders within the USA receive postage tracking, outside of the USA tracking is usually unavailable depending on the item and your location.

It takes approximately 7 business days for tracking codes to be issued by the shipping company and if you are located in the USA you will receive an email with your tracking information in this time. If you haven't received an an email with tracking information after 10 business days of your order, and you are within the USA, please contact us.

Once you receive your tracking information please allow 24-48 hours for it to show the active status of your order.

You can also check the status of your order(s) on our website at any time with your tracking number here: Track Your Order

For all other orders to the rest of the world (outside the USA), you will receive a shipping notification email as soon as your items have been shipped so you know they're on their way.

 

How do I know that you really donate to animal charities?

Great question! We want to be completely transparent with our customers as many businesses claim to donate to charities when in reality they don't.  We donate 30% of our total profits every six months to animal charities. We give 10% to Animals Asia (www.animalsasia.org), 10% to Nowzad (www.nowzad.com) and 10% to other animal charities and projects.

The 10% we donate to other animal charities and projects (such as sponsoring nest boxes for Owls, buying milk for Rhino orphans etc) will be recorded on our Other Charities page with details and contact information for each organisation. While the remaining 20% to Animals Asia and Nowzad is ongoing.

We encourage you to contact any of the organisations we state on our website we support and donate to, if you would like to verify our donations. We want you to be confident when you buy with us you can trust we are 100% committed to supporting animal charities - our love for animals is the inspiration behind The Kind Owl!

 

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables you to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive by the maximum shipping wait time specified.
  • The item you received was not as described.
  • The item you received was damaged or defective.

For more detailed information about our buyer protection please see our Returns Policy.

 

Can I donate directly to the animal charities?

Of course! We would love it if you did.

You can donate to the charities we support via the links below -