FAQs
How can I shop online?
What does mm/yy mean?
The abbreviation mm/yy corresponds to the expiration date of the credit or debit card you will use to pay for your order; you will find it on the front of the card following the inscription "Valid until". The term «mm» stands for the two-digit month representation. Similarly, the «yy» component stands for the two-digit year of expiration.
To successfully complete your purchase, you must enter the required payment information, as well as the mm/yy digits in the corresponding box and click on «Pay»; once the payment is accepted, you will receive an order receipt email and that's it!
From my mobile, I can't go back to the website to add products from the cart
No problem! To go back and keep adding all the products you want to your cart, just click on the X you will find in the upper left corner of the cart screen and go ahead! You can continue with your purchase. 🙂
Adding products to your cart
It's very simple! 🙂 First of all, you will have to choose the product or products you wish, and to do so, you have to go to the top of the website and enter the "Products" section and choose the one that interests you the most.
By clicking on each product, you can select the desired quantity and add the products to the cart, plus you can read all the information regarding how it works, what it is used for, and how it is administered. They are sure to be useful!
Once you have added the products to the basket, you can continue shopping, adding more products, or even change the quantities of some products. Once you have your favorites in the cart, you can click on CHECK OUT and fill in your personal details. Remember! If you have a coupon, you can apply it in the blank space provided for it and click on «APPLY COUPON» and then go to Check Out.
Once the personal details are filled in, you can indicate your shipping or billing address, select the shipping method, and the payment method.
You can also leave comments for the carrier with some notes regarding the address, delivery time...
If you have not applied the coupon at this point, don't worry! 🙂 In the upper left corner of the screen, you will see a place where there is a space dedicated to entering your discount coupons. Remember to click on ADD COUPON to apply the discount.
Next, you must select the shipping method, you can choose home delivery or a pickup point.
If you prefer delivery to a pickup point, remember to select the pickup point that best suits your needs. Then you must select the payment method (where you can choose between payment by card or PayPal) and click on Place Order to proceed with the order processing.
Finally, you can click on "I have read and agree to the terms and conditions of the website" and CHECK OUT.
At the moment the payment process is completed, you will receive an email informing you that we have correctly received your order.
If you still have any questions or cannot add or modify any product, write to us at hello@kun-kay.com! and we will help you as soon as possible.
Can I buy without registering?
Of course, you can! 🙂
Even so, being registered often represents an advantage since you can log in and see your history and details of your orders, your addresses, save your payment cards and your personal data to have information and/or modify it if necessary.
If at the end of the purchase you decide to register, no problem! You can register as soon as the order confirmation screen appears by adding a password to your account and that's it, account created! 🙂
In addition, your data will be saved, and you will not have to enter them again with each new purchase.
Keep in mind that orders placed without this customer registration will not appear in the order history if registration is carried out after this screen. The order history informs you of all the orders that have been placed as a registered customer.
If you wish to register, you can do so here.
How do I edit my cart?
At any time, you can click on the cart icon to access it, view a summary, and modify it if necessary.
You will be able to modify the quantities of the product or delete it. You will also see a blank space enabled for discount coupons. Finally, you have the option to CHECK OUT to complete the order.
If you still have any questions or cannot add or modify any product, write to us at hello@kun-kay.com! and we will help you as soon as possible.
When is the payment made?
Payment is made once you have received our order confirmation email. First, you will receive an order receipt email (but be careful!) the payment is not made until you receive the order confirmation email.
If you decide to make the payment through PayPal, you will have to select the option, and it will redirect you to the PayPal payment gateway so you can enter your account details and that's it! 🙂
Once you have completed the steps in either option, you will be redirected back to the Kunkay Care website where you will see a message indicating that your order is complete. At this moment, you will receive an email indicating that we have correctly received your order, and later, you will receive another email confirming your order. It is at this moment that the amount of your order will be deducted from your bank account or PayPal account.
I'm not sure if the payment was completed, how can I make sure?
Once the order is completed, you will receive an email indicating that we have correctly received your order, with all the details of your order. Shortly, once we have checked our stock, you will receive a second email, this time confirming your order. If you have received the order receipt email, perfect! It means that your order has been successfully completed and it is now up to us to check our stock. If everything is correct, we will send you an order confirmation email and it will be ready for our logistics center team to prepare it as soon as possible. If you think you have not received the email, we recommend checking the Spam or junk folder in case the receipt and confirmation emails have ended up there by mistake or due to your email account settings.
I have not received the order confirmation email
If you have not received the receipt and confirmation email, we recommend checking the Spam or junk folder in case the email has ended up there by mistake. If you confirm that it has not arrived in any of these folders, do not worry! You can contact us by writing to hello@kun-kay.com and we will respond as soon as possible. 🙂
If you are a registered customer and have placed the order using your account, you can confirm your order by accessing your account and clicking on "Orders", where you can see the status of your order.
Can I shop from a mobile or tablet?
Of course! 🙂 Enter Kunkay Care as you would from a computer, and you will automatically see the version for these devices, which may be a bit different, but the procedure to follow remains the same.
Payment Methods
Payment Options
You can make the payment for your order using Visa, Visa Electron, MasterCard, and PayPal. If you choose to pay with a card, you can enter all your card details in the secure payment section Redsys. To purchase with PayPal, select this payment method and click on GO TO PAYPAL. Then, you will be redirected to the PayPal page to proceed with the payment.
If for any reason you cannot finalize the order or there is an error, call us or write to us, we are always on the other side to help you.
Can I pay upon delivery?
We are sorry, but at the moment the cash on delivery payment method is not an option we work with.
I need an invoice
No problem! Along with the shipping confirmation email, you will receive the invoice for your purchase. If for any reason you have a request regarding the invoice you can contact us at hello@kun-kay.com and we will lend you a hand. 😉
Account Registration – My Account
Password Change
Log into your account with your current password. In the menu, select the ACCOUNT DETAILS option.
It's time to fill in the fields with your name, last name, email, current password, and the new password.
I forgot my password
In the icons located in the upper right, click on the middle symbol:
Below the LOGIN button, there is the option "Forgot your password?". Select this option:
Next, you will be asked for your email address used at the time of your registration. Add it and click on SEND PASSWORD RESET LINK.
Then, it's as simple as following the instructions that will arrive by email.
You need to click on the link to confirm that you really want to change your password. This link will redirect you back to our website and will indicate you to enter your new password twice to confirm it is correct, then click on CHANGE PASSWORD.
If you have any doubts about recovering your password, do not hesitate to contact us at hello@kun-kay.com, we will be delighted to help you!
Change Address
To change an address, you must access your customer account.
Once inside, in the ADDRESSES section, you can see the address entered when placing orders, in addition to making modifications.
Remember that if you want to modify the address of an order that has already been confirmed, you have to contact directly at hello@kun-kay.com, we will manage the change so that the order reaches the desired address 🙂 Because, changes made in your client area do not apply to orders that have already been processed.
I don’t remember the email with which I registered
Don't worry! If you don't remember the email with which you registered as a user on our website, write to us at hello@kun-kay.com with all the details you can provide us, such as: your full name, possible email accounts you may have used, or even an order number if you have it.
We will trace the clue until we find the email linked to your account! 🙂
Delete My Account
Do you really want to unsubscribe? What a pity! This makes us very sad.
If what you want is to unsubscribe your customer account at Kunkay Care, write to us at hello@kun-kay.com and we will cancel your account as soon as possible.
How do I register at Kunkay Care?
In the upper right, you will find three icons, the middle one is what you are looking for.
When the page opens, click on the option Don't have an account? Create one here.
Enter your details and a password with which you want to log in. You now have your Kunkay account! 😀 You will receive an email confirming the registration as a customer with your access data. Being registered allows you to quickly and easily access your user information and order history.
And remember! You can contact us by phone (+34621240805) or email hello@kun-kay.com, we are always working to help you.
Newsletter
How do I subscribe to the Newsletter?
Be the first to know all the news, promotions, and discounts. Don't miss any Kunkay bark!
For this, you can join in two ways:
1 – By clicking HERE and leaving your email
2 – By entering your email address in the corresponding area at the bottom of our website.
After joining the newsletter, you will receive a confirmation email that contains a 15% discount coupon for your first purchase 😊 You can apply the coupon before finalizing your first purchase. Remember that it is not cumulative with other coupons or promotions!
How do I unsubscribe from the Newsletter?
Do you really want to unsubscribe?
What a pity you want to unsubscribe! We would like you to continue being part of the Newsletter so you can receive all our news and promotions, but if at the moment you do not want to receive our emails, at the end of each one you have the option to unsubscribe and voluntarily stop being part of it in the same way as when you subscribed. You can click on "unsubscribe at any time" and follow the instructions.
If you cannot find this option or have any questions about unsubscribing, write to us at hello@kun-kay.com and we will manage the unsubscription as soon as possible.
Discount Coupons
How do I use my discount coupon?
If you have a discount coupon, you must enter it before finalizing your purchase. You can do this in the cart or at checkout before completing the purchase. In both cases, enter the coupon in the space provided and click on APPLY COUPON, the amount will automatically be deducted from the total order.
Remember that coupons and discounts do not apply to shipping costs.
Can I use more than one coupon at a time?
Sorry, but coupons and discounts are not cumulative. You can use only one discount coupon per order, save the other for your next purchase! 🙂
Can I use a coupon during a promotion?
Yes! If there is a discount applied directly to the product prices on our website, it will be possible to enter coupons.
The coupon does not work
In some cases, there may be conditions for which a coupon does not work when trying to apply it. For example, the coupon may have expired, not meet the minimum order required, etc.
If you have any doubts about using a coupon, write to us at hello@kun-kay.com, and we will be delighted to offer you a solution as soon as possible. 🙂
Welcome Coupon
How does the welcome coupon work?
To benefit from the 15% discount on your first purchase, you need to join our Newsletter. There, you will receive all the exclusive promotions and informative news before anyone else.
Simply click HERE to get your discount. Or go to the bottom of our website, and you will see this space enabled for doing so.
Once you have entered your email address, you will receive an email from Kunkay Care confirming your subscription and welcoming you with the coupon so that you can enter it in the spaces provided before completing your purchase.
The coupon is applicable to all products and will be applied directly to the total of your purchase. Remember that it is not cumulative and that joining has no cost for you.
Want to get Kunkay products at the best price? Join our community!
When and where should I receive the welcome coupon?
Once you join our Newsletter, you will automatically receive an email with the welcome coupon. If you do not see it in your inbox, remember to check the Spam folder in case the confirmation email went there by mistake. 😉
Is the welcome coupon applied automatically?
Once you join our newsletter, you will receive the welcome discount coupon by email. You can copy the coupon you received and enter it during your purchase in the cart before finalizing the order. Once you have entered the coupon and clicked on APPLY COUPON: You can finalize your order!
When does the welcome coupon expire?
The welcome coupon is valid for a single order, and we recommend applying it when you receive it unless at the time of applying it, we have another active promotion, in that case, you can use it on your next order. 😉
I have not received the welcome coupon.
The email confirming that you are part of the Newsletter and containing the welcome coupon may take a few minutes to arrive. If after this time you have not received it, we recommend checking the Spam folder of your email; it might have ended up there due to your settings.
If you cannot find it, write to us at hello@kun-kay.com, and we will check if the joining process was carried out correctly to provide you with the welcome coupon.
The welcome coupon does not work.
When entering the coupon in the space provided during your purchase, make sure to correctly write the letters and/or symbols that make up the coupon, in some cases, a simple oversight can be the cause. Also, make sure to check that the conditions for the coupon to be valid are met.
If it still does not work, write to us at hello@kun-kay.com, and we will be happy to help you. 🙂
Shipping of My Order
What shipping methods do you offer? Or where can I receive my order?
We offer two shipping methods that you can choose from to receive your order, within the peninsular area.
Courier delivery: At the shipping address, you can indicate your home or another address where you are available to receive your order.
Kunkay vet Network pickup point: If the delivery schedule from 09:00h to 19h does not fit your schedule or it's difficult to find you at home, we recommend choosing the pickup point option. In this case, you can comfortably pick up the order yourself during the entire opening hours of the pickup point. Plus, you enjoy free shipping!
You just need to choose the option "Pick up your order" in the shipping section, and then search for the nearest Kunkay vet Network veterinary center. You will receive an email when your order is available at the selected point.
How does shipping work?
We understand that as a customer, you expect to receive your order as soon as possible. That's why at Kunkay, we work to deliver your order as quickly as possible, with guaranteed deliveries of 24/48 business hours from the moment your package leaves our logistics center in the Peninsula.
Orders placed before 12:00h, peninsular time, are prepared and shipped the same day, orders placed after 12:00h, peninsular time, are processed the next business day, so their delivery time increases by 24 hours.
Orders placed during promotions and launches may take a little longer than usual to be delivered.
Where do you ship to?
We currently ship to Spain (Peninsula and Balearic Islands).
How long does it take for the shipment to arrive?
We work with 24-48h (business days) shipments so that you can receive your order as soon as possible.
If the order is placed before 12:00h, peninsular time, your order will be processed that same day and dispatched so that it can be delivered the next day after making the purchase.
If the order is placed after 12:00h, peninsular time, your order will be processed and dispatched the next day, so the delivery times increase by 24h. In this case, your order will be delivered two days after the purchase.
In all cases, we detail the shipping times in business days. At Kunkay, we consider a business day to be Monday to Friday, both included, excluding holidays. Remember that if you place your order over the weekend, we will not prepare it until the next business day. You can consult in the terms of use all the days from Monday to Friday on which no shipments will be made in the delivery section of the order.
*In the case of promotions and launches, delivery times may be extended, although we always work to deliver them as soon as possible. When your order is dispatched, you will receive an email with the link for tracking. Don't be impatient, it's sure to arrive sooner than expected! In case of any doubts, you can contact us at hello@kun-kay.com.
How Much Does Shipping Cost?
Although we're always looking for ways to make shipping cheaper, easier, and more convenient for you, at the moment, the shipping costs are as follows:
- Home Deliveries:
| Zone | Rate |
Transit time | Free shipping Pet Lover |
Free shipping Vet |
| Spain (peninsula) | 3,99 € | 24/48 h | >40 € | >50 € |
| Balearic Islands |
8,94 € | 48 h | >45 € | >110 € |
Pickup Point: Shipping is always free regardless of the cost of your purchase!
How Can I Track My Order?
Once your order leaves our facilities, you will receive an email confirming the dispatch of your order.
You will also receive an SMS from the delivery company indicating the delivery day, with information to track your order. The SMS provides a tool to modify the delivery if necessary. Additionally, we always review shipments and are 100% available for any inquiries about the status of your order at hello@kun-kay.com and phone +34621240805. 😉
Which Courier Company Do You Use?
Orders are managed by the transport company Correos Express. You will receive an SMS with your shipment's tracking number and the estimated delivery date.
In any case, we try to ensure orders arrive as best and as quickly as possible!
What Is the Courier's Contact Number?
In the SMS sent by the delivery company with the shipping information, you will find a consignment number that identifies your shipment; with this SMS, you can manage changes or request a new delivery. Additionally, in the case of Correos Express, it also indicates the phone number of the local office that delivers in your area in case you want to contact them directly. 😉
Remember, we are always 100% available for any questions or assistance you may need with the shipping at hello@kun-kay.com and phone +34 621 24 08 05. 😉
I'm Not Sure If I Will Be Home When the Courier Attempts to Deliver My Order. What Happens in These Cases?
Don't worry! The courier will call you to indicate that they have attempted to make the delivery. Remember, when the order leaves our logistics center, you receive an SMS indicating the delivery day and a tool that allows you to make modifications to the day if you wish.
Additionally, we're happy to help! If you have doubts about being home at the time of delivery, you can contact us at hello@kun-kay.com, and we will help you contact the delivery company to arrange a new delivery.
Will You Notify Me Before Delivering My Order?
Absolutely! 🙂 As soon as your order is ready and leaves our logistics center, you will receive an email with your shipping information. Additionally, you'll find a link to track your order in real-time on the website and check all your shipment details.
Furthermore, we always review shipments and are 100% available for any inquiries about the status of your order at hello@kun-kay.com and phone +34 621 24 08 05. 😉
I Couldn't Pick Up My Order. What Do I Do Now?
Don't worry! We recommend you contact the local office that delivers in your area directly; you'll find the contact in the information provided in the SMS. You can also go to the transport agency's website, enter your postal code, and contact your local office by phone. They will inform you of the next steps.
Additionally, if you have any questions, you can write to us at hello@kun-kay.com, and we'll be happy to help with the delivery of your order.
Order Returns
Can I return my order?
Absolutely! Although we would be sad to see it go, if you're not satisfied with your purchase, you can return it within 14 calendar days from the day you receive the products. Send an email to hello@kun-kay.com, and we will detail how to proceed. Remember, we do not accept returns of products that have been opened, used, or do not retain their original packaging.
How do I return my order?
To return your order, you must notify us by sending an email to hello@kun-kay.com, indicating the necessary details to locate the purchase, and we will detail how to proceed with the return of your purchase.
Is the money refunded?
Yes! 🙂 Once we have received the returned product and checked its condition, the refund is processed immediately.
- If the return is due to reasons not related to Kunkay, the payments received will be refunded, but not the shipping costs. The customer must bear the direct cost of returning the products.
- If the return is due to reasons attributable to Kunkay, we will proceed to replace your product with another one in perfect condition or, if you prefer, we will proceed with the full refund of the purchase amount.
How is the money refunded?
In the event of a return, the amount will be refunded using the same payment method used during the purchase. In any case, depending on the issuing entity, it may take a few days to be reflected.
Who bears the cost of return shipping?
If the return is due to reasons not attributable to Kunkay Care, such as a change of mind or an error made by the customer when making the purchase, the customer must return the products in perfect condition. In this case, the customer must bear the direct cost of returning the products. If you find yourself in this situation, we advise you to contact us via email at hello@kun-kay.com.
If the return is due to reasons attributable to Kunkay Care (defective product or not matching the purchased reference), Kunkay Care will arrange for the products to be collected and/or exchanged for the correct ones, covering the costs associated with this return and/or exchange.
I received the wrong order
What if I receive my order and one of the products is wrong?
Firstly, we apologize on behalf of the entire team. We always carefully check each order and package so everything arrives perfectly, but it seems there has been an error, though it's very unusual. Don't worry! To resolve this, you can contact us by writing to hello@kun-kay.com, indicating your order number and the incorrect product. We will contact you as soon as possible to resolve the situation.
What if I receive my order and one of the products arrives broken or in poor condition?
Firstly, we apologize on behalf of the entire team for the inconvenience. We carefully prepare all products to prevent damage during transport, but it's possible that the order could have been damaged in transit, although it's very unusual.
If you detect that any product is broken or in poor condition when you receive your order, send us an email at hello@kun-kay.com with a photo showing the condition of the product and/or its packaging. We will respond as soon as possible with a solution so you can enjoy the products as you deserve.
Changes to My Order
I just placed an order and made a mistake, can I change it?
We always do our best to ensure the order is exactly what you want! We advise you to contact hello@kun-kay.com, indicating the order details and the modification you want to make. We will respond as soon as possible with a solution.
However, if the order has already been confirmed (you will know when we send you the order confirmation email), it will not be possible to make any modifications to the content of the order. Address changes are possible 🙂 And in this case, you will need to follow the return process if necessary.
Cancellations and Cancellations
I just made a purchase, but I want to cancel it. What can I do?
What a pity! We would like your order to proceed, but if for some reason you want to cancel it, you must notify us as soon as possible via phone (+34621240805) or email: hello@kun-kay.com.
If the order has not yet been processed (i.e., it has not been confirmed through the order confirmation email we will send you), we can cancel the order and refund the total purchase amount. On the contrary, if the order is already being processed and is in the hands of the delivery company, you will need to follow the return process.
Products
When do the products expire?
Our products have a shelf life of 12 months from the date of manufacture. The expiry date is indicated on the lower line of the small white label located at the bottom of the bottle and packets. This date is indicated with two figures for the month and four for the year (mm yyyy).
Are the products suitable for all ages?
Yes, all products are suitable to be administered to dogs and cats of all ages. However, many of our products have a functionality indicated for a specific problem that our furry companions suffer at a certain age. If you have any doubts, do not hesitate to contact us via hello@kun-kay.com or phone +34 621 24 08 05, we are always ready to lend you a paw.
Are the products suitable for vegans?
Unfortunately, not yet. Some of the active ingredients in our products come from animal-derived raw materials, so they cannot be considered completely suitable for a vegan diet. The Kunkay team continues to work in this direction to offer a vegan alternative.
Is it suitable for all breeds and genders?
Absolutely! All products are suitable to be administered to dogs of all breeds (and their wonderful diversity of sizes and colors) both males and females. However, many of our products have functionality indicated for a specific problem that more frequently affects dogs or cats of a particular breed or more males than females. If you have any doubts, do not hesitate to contact us via hello@kun-kay.com or phone +34 621 24 08 05, we are always prepared to lend you a paw.
How long does the product last?
The duration of each container is indicated on the label of each product, detailed according to the weight of your pet. You can also find the mode of administration and the recommended daily dose.
What quantity should be used in each application?
The quantity varies depending on the product. On the label of each container, you can find the mode of administration and the recommended daily dose.
What material are the containers made of? Can they be recycled?
Great that you ask! Kunkay bottles (and the accompanying label) are made from recycled cardboard and potato starch glue, so they are completely biodegradable and non-polluting.
Regarding the packets (and their labels), the lids, and the dosing spoon, they are made of PET plastic, so they can be fully recycled by disposing of them in the yellow bin.
Are they suitable for my dog and/or cat?
Most likely, yes, but we can't affirm 100% without knowing them completely. Kunkay products almost have no contraindications, and the few that exist are detailed in the "What is it used for?" section within the product sheet on the website. If you have any doubts, do not hesitate to contact us via hello@kun-kay.com or phone +34 621 24 08 05, we are always delighted to help you.
When and how should I administer it?
The answer depends on the product. On the label of each container, as well as on the product sheet on the website, you can find the mode of administration and the recommended daily dose. Moreover, if you still have doubts, do not hesitate to contact us via hello@kun-kay.com or phone +34 621 24 08 05, we are always delighted to help you.
Brand and Authorized Stores
What is Kunkay Care?
Kunkay is a digitally native vertical brand born to improve the well-being and quality of life of the planet's living beings by designing, manufacturing, and marketing SynerTech Nutraceuticals to treat and prevent diseases in pets through its own e-commerce, breaking with the sector's value chain.
But do you know what this means?
- Digitally Native: We don't believe in intermediaries. We want to be closer to you and offer you higher quality products at a competitive price. Because we care about people and we like to tell you and hear from you!
- Vertical: We control everything from the selection of raw materials, the design of our formulas, their manufacture, to the distribution of our products. Because this is how we make sure nothing is overlooked, and we can offer you the best product and service.
- Brand: We believe in authenticity, closeness, transparency, and customization. Because each of us has our own identity, and we love diversity.
Do you have physical stores?
Not yet, but we do have physical points of sale. Kunkay products can be found in veterinary centers, so you always have a pet health professional nearby ready to advise you on which product your companion needs and how to administer it. The veterinary centers that have Kunkay products are part of the Kunkay vet network and can be found listed on the website. So, you can check which one is closest to you!
However, if you have doubts about whether a particular veterinary center has our products, do not hesitate to contact us via hello@kun-kay.com or phone +34 621 24 08 05, we are always happy to help you.