FAQ

Frequently Asked Questions (FAQ)

1. General Questions

Q: What is Kusaila?
A: Kusaila is an online store dedicated to providing high-quality pet products. We specialize in offering a wide range of pet supplies, including accessories, grooming products, toys, and more, exclusively shipping within Spain.

Q: Do you have a physical store?
A: No, we operate exclusively as an online store. This helps us keep our prices competitive and offer a seamless shopping experience.

Q: How can I contact Kusaila?
A: You can reach us via email at [your email address] or through our Contact Us page. Our customer support team is available from Monday to Friday, 9 AM – 6 PM (Spain Time).

2. Ordering & Payments

Q: How do I place an order?
A: Simply browse our store, select the products you wish to purchase, add them to your cart, and proceed to checkout. Follow the instructions to complete your payment.

Q: What payment methods do you accept?
A: We accept major credit and debit cards (Visa, Mastercard, Maestro), PayPal, and other secure payment options available during checkout.

Q: Can I modify or cancel my order after placing it?
A: Once an order has been placed, modifications or cancellations are not guaranteed. Please contact our customer support team as soon as possible, and we will do our best to assist you.

3. Shipping & Delivery

Q: Where do you ship?
A: We currently ship only within Spain.

Q: What are the shipping costs?
A: Shipping costs vary depending on the order value and location. The exact shipping fee will be calculated at checkout.

Q: How long does delivery take?
A: Orders are typically processed within 1-2 business days. Delivery usually takes 3-7 business days, depending on your location within Spain.

Q: How can I track my order?
A: Once your order is shipped, you will receive a tracking number via email. You can use this to track your package on our website or the courier’s tracking page.

4. Returns & Refunds

Q: What is your return policy?
A: We offer a 14-day return policy for unused and unopened products. If you are not satisfied with your purchase, contact our support team within 14 days of receiving your order.

Q: How do I return a product?
A: To initiate a return, please contact us with your order details. Once approved, you will receive return instructions. Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.

Q: When will I receive my refund?
A: Refunds are processed within 5-7 business days after we receive and inspect the returned item. Refunds will be credited to the original payment method.

5. Product Questions

Q: Are your products safe for all pets?
A: Yes, we carefully curate our products to ensure they are safe and suitable for pets. However, we always recommend checking the product descriptions and consulting a veterinarian if you have concerns about specific products.

Q: Do you offer pet food?
A: Currently, we do not offer pet food. Our focus is on accessories, grooming products, and other pet essentials.

6. Account & Customer Support

Q: Do I need to create an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to track your orders, save shipping addresses, and receive exclusive offers.

Q: How can I reset my password?
A: If you forget your password, go to the login page and click on "Forgot Password." Follow the instructions to reset it.

Q: How can I stay updated on promotions and new arrivals?
A: Subscribe to our newsletter and follow us on social media to stay informed about new products, special offers, and pet care tips.

Navigation Guide

Main Menu

  • Home – Browse our latest products and promotions.

  • Shop – Explore all categories, including Accessories, Grooming, Toys, and More.

  • Best Sellers – See our top-selling products.

  • New Arrivals – Check out the latest additions to our store.

  • Contact Us – Reach out for assistance or inquiries.

  • Track Order – Enter your tracking number to check order status.

  • FAQ – Find answers to common questions.

  • Returns & Refunds – Learn about our return policy and process.

Footer Links

  • About Us – Learn more about Kusaila and our mission.

  • Privacy Policy – Understand how we protect your information.

  • Terms & Conditions – Review our store policies and terms of use.

  • Shipping & Delivery – Detailed information on shipping methods and timelines.

  • Returns & Exchanges – Step-by-step guide to returning a product.