FAQs
How can I buy on the website?
What is mm/yy?
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 after the inscription "Valid until." The term "mm" means the two-digit representation of the month. Similarly, the element "yy" means the two digits of the expiration year.
To successfully complete the purchase, you must enter the necessary payment details, as well as the mm/yy digits in the corresponding box and click "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. 🙂
Add products to your cart
It's very simple! 🙂 First of all, you will have to choose the product or products you want, and to do so you will 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 choose the desired quantity and add the products to the cart, you can also read all the information about how it works, what it is used for, and how it is administered. Surely they will be useful to you!
Once you have added the products to the basket you can continue shopping, adding more products or even changing the quantities of some product. Once you have your favorites in the cart you can click on CHECKOUT and fill in the personal data. Remember! If you have a coupon you can apply it in the blank space enabled for it and click on "APPLY COUPON" and then go to Checkout.
Once the personal data is 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 note regarding the address, delivery time…
If at this point you have not applied the coupon yet, don't worry! 🙂 In the upper left area of the screen you will see a place enabled where there is a space to enter your discount coupons. Remember to click on ADD COUPON for the discount to take effect.
Next, you must select the shipping method, you can choose home delivery or a pickup point.
If you prefer delivery at a pickup point you must remember to select the pickup point that best suits your needs. Then you must select the payment method (where you can choose between card payment 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 website's terms and conditions” and CHECKOUT.
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 being registered?
Of course! 🙂
Still, being registered represents in many cases an advantage since you can log in and see your order history and details, 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! 🙂
Also, your data will be saved and you will not have to enter it again in each new purchase.
Keep in mind that orders placed without registering as a customer will not appear in the order history if the registration is done after passing this screen. The order history informs you of all those that have been made as a registered customer.
If you want to register you can do it here.
How do I edit my cart?
At any time you can click on the cart icon to access it, see a summary and modify it if necessary.
You can modify the product quantities or remove it. You will also see a blank space enabled for discount coupons. Finally, you have the option CHECKOUT to finalize 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?
The payment is made once you have received our order confirmation email. First, you will receive an order receipt email (but beware!) the payment is not made until you receive the order confirmation email.
If you decide to pay 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! 🙂
When you have completed the corresponding steps in either of the two options, you will be redirected back to the Kunkay Care website where you will see an order completed message. At this moment you will receive an email indicating that we have correctly received your order, and later you will receive another email where we confirm your order. It is at this moment when the amount of your order will be deducted from your bank account or your PayPal account.
I don't know if the payment has been completed, how can I be 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 an order confirmation. If you have received the order receipt email, perfect! It means your order has been completed correctly and now it is in our hands 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 arrived there by mistake or due to your email account settings.
I have not received the purchase 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 arrived there by mistake. If you confirm that it has not arrived in any of these folders, don't 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,” you will be able to see the status of your order.
Can I buy from mobile or tablet?
Of course! 🙂 Enter Kunkay Care as you would from a computer and you will automatically see the version for these devices, it may be a little different but the procedure to follow remains the same.
Payment methods
Payment options
Your order payment can be made with Visa, Visa Electron, MasterCard, and PayPal. If you select card payment, you can enter all your card details in the secure Redsys payment section. To pay with PayPal, select this payment method and click GO TO PAYPAL. Then, you will be redirected to the PayPal page to proceed with the payment.
If for any reason you cannot complete the order or there is an error, call or write to us, we are always on the other side to help you.
Can I pay cash on delivery?
Sorry, but at the moment cash on delivery is not a payment method 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 gladly help you. 😉
Registration – My account
Change password
Log in to your account with your current password. In the menu select the option ACCOUNT DETAILS.
It's time to fill in the fields with your first name, last name, email, current password, and new password.
I don't remember my password
In the icons located at the top right, click on the middle symbol:
Below the LOG IN button there is the option “Forgot your password?”. Select this option:
Then, it will ask for your email address that you used at the time of registration. Enter it and click on SEND PASSWORD RESET LINK.
Then it's as simple as following the instructions you will receive by email.
You have 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 ask you to enter your new password twice to confirm it is correct, then click on CHANGE PASSWORD.
If you have any doubts when recovering your password do not hesitate to contact us at hello@kun-kay.com, we will be happy 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, as well as make modifications.
We remind you that if you want to change the address of an order that has already been confirmed you must contact hello@kun-kay.com directly, we will manage the change so that the order arrives at the desired address 🙂 Since changes you make in your customer area do not apply to orders already processed.
I don't remember the email I registered with
Don't worry! If you don't remember the email you registered as a user on our website, write to us at hello@kun-kay.com with all the details you can give us, such as: your full name, possible email accounts you have used, or even an order number if you have one.
We will track down the email linked to your account! 🙂
Delete my account
Do you really want to unsubscribe? What a pity! This makes us very sad.
If you want to delete 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?
At the top right you will find three icons, the middle one is the one you are looking for.
When the page opens, you must click on the option Don't have an account? Create one here.
Enter your data and a password with which you want to log in. You already 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 (621240805) 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!
To do this, you can join in two ways:
1 – Clicking HERE and leaving your email
2 – Entering your email address in the corresponding area at the bottom of our website.
After joining the newsletter you will receive a confirmation email containing a welcome coupon for 15% DISCOUNT on your first purchase. You can apply the coupon before completing your first purchase. Remember that it is not combinable 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 for now you don't want to receive our emails, at the end of each one you have the option to unsubscribe and stop being part voluntarily in the same way as when you subscribe. You can click on “unsubscribe at any time” and follow the instructions.
If you can't find this option or have any questions about unsubscribing, write to hello@kun-kay.com and we will process the unsubscribe as soon as possible.
Discount coupons
How do I use my discount coupon?
If you have a discount coupon you must enter it before completing your purchase. You can do it in the cart or at checkout before completing the purchase. In both cases enter the coupon in the enabled space and click APPLY COUPON, the amount will be automatically deducted from the total order.
Remember that coupons and discounts do not apply to shipping costs.
Can I use more than one coupon at the same time?
Oh, 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.
Coupon not working
It is possible that in some cases there are conditions under which a coupon does not work when trying to apply it. For example, that the coupon has expired, the minimum order requested is not reached, etc.
If you have any questions about using a coupon write to hello@kun-kay.com and we will 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 have to join our Newsletter. In it, you will receive all 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 to do so.
When you have entered your email address, you will receive a confirmation email from Kunkay Care welcoming you with the coupon, so you can enter it in the spaces enabled for them before completing your purchase.
The coupon is applicable to all products and will be applied directly to the total of your purchase. We remind you that it is not cumulative and 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 don't 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 completing the order. When you have entered the coupon and clicked APPLY COUPON: You can now complete 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 there is another active promotion, in that case you can use it on the next order. 😉
I haven't 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 your email's Spam folder, it may have arrived there due to your settings.
If you can't find it, write to hello@kun-kay.com and we will check if the joining process was completed correctly to provide you with the welcome coupon.
The welcome coupon doesn't work.
When entering the coupon in the enabled space during your purchase, make sure to write the letters and/or symbols that make up the coupon correctly, 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 doesn't work, write to hello@kun-kay.com, and we will gladly help you. 🙂
Shipping my order
What shipping methods do you have? or Where can I receive my order?
We have two shipping methods you can choose to receive your order, in the peninsular area.
Courier shipping: 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 suit your schedule or it is difficult to find you at your 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. And, in addition, you enjoy free shipping!
You only have to choose the option "Pick up your order" in the shipping section, and then look for the nearest veterinary center of the Kunkay vet Network. You will receive an email when your order is available at the point you select.
How does shipping work?
We understand that as a customer you expect to receive your order as soon as possible, so at Kunkay we work to deliver your order as soon 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 be delayed a little longer than usual to be delivered.
Where do you ship?
We currently ship to Spain (Peninsula and Balearic Islands).
How long does shipping take?
We work with 24-48h (business days) shipping so you can receive your order as soon as possible.
If the order was placed before 12:00h, peninsular time, your order will be processed the same day and will be shipped so that it can be put out for delivery the day after the purchase.
If the order was placed after 12:00h, peninsular time, your order will be processed and shipped the next day, so the deadlines increase by 24h. In this case your order will be put out for delivery two days after the purchase.
In all cases, we detail shipping times in business days. At Kunkay, a business day means Monday to Friday, both included and not holidays. Remember that if you place your order on the weekend, we will not prepare it until the next business day. You can check in the terms of use all the Monday to Friday days on which shipments will not be made in the order delivery section.
*In case of promotions and launches, shipping times may be extended, although we always work to deliver them as soon as possible. When your order is shipped you will receive an email with the tracking link. Don't get impatient, it will surely arrive sooner than expected! If in doubt you can contact us at hello@kun-kay.com.
How much does shipping cost?
Although we are always looking for ways to make shipping cheaper, easier, and more comfortable for you, for now, 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 your purchase cost!
How can I track my order?
Once your order leaves our facilities you will receive an email confirming the departure of your order from our facilities.
You will also receive an SMS from the delivery company indicating the day the delivery will be made where the data to track your order appears. In the SMS you have a tool to modify the delivery if necessary. Also, whenever we have the opportunity we review shipments and are 100% available for any questions about the status of your order at hello@kun-kay.com and at phone 621240805. 😉
Which courier company do you use?
Orders are managed by the transport company Correos Express. You will receive an SMS with the tracking number of your shipment and the estimated delivery date.
In any case, we try to make orders arrive as best and as fast as possible!
What is the carrier's contact number?
In the SMS sent by the delivery company with the shipping information you will find a waybill number that identifies your shipment; with this SMS you can manage changes or request a new delivery. Also, in the case of Correos Express, it also indicates the phone number of the branch that delivers in your area in case you want to contact them directly. 😉
Remember we are always 100% available for any questions or help you need with the shipment at hello@kun-kay.com and at phone 621 24 08 05. 😉
I don't know if I will be home when the carrier delivers my order. What happens in these cases?
Don't worry! The carrier will call you by phone to indicate that they have tried to make the delivery. Remember that at the moment the order leaves our logistics center you receive an SMS indicating the delivery day and a tool that allows you to modify the day if you wish.
Also, we will be happy to help you! If you have doubts about whether you will be home at the time of delivery, you can contact us at hello@kun-kay.com and we will help you get in touch with the delivery company to arrange a new delivery.
Do you notify me before delivering my order?
Of course! 🙂 As soon as your order is ready and leaves our logistics center, you will receive an email indicating your shipping information. Also, you will see a link to track your order in real time directly on the website and check all your shipping data.
Also, whenever we have the opportunity we review shipments and are 100% available for any questions about the status of your order at hello@kun-kay.com and at phone 621 24 08 05. 😉
I couldn't pick up my order. What do I do now?
Don't worry! We recommend that you contact directly the branch that delivers in your area, you will 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 branch by phone. They will inform you of the steps to follow.
Also, if you have any questions you can write to hello@kun-kay.com and we will gladly help you with the delivery of your order.
Returns of my order
Can I return my order?
Of course! Although it would make us very sad, if you are 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 do it. Remember that we do not accept returns of opened, used products or those that do not keep their original packaging.
How do I return my order?
To return your order you must notify us by email at hello@kun-kay.com indicating the necessary data to locate the purchase and we will detail how to make the return of your purchase.
Is the money refunded?
Yes! 🙂 Once the returned product is received and we have checked its good condition, the refund is processed immediately.
- If the return is for reasons not attributable to Kaykun, payments received will be refunded but not shipping costs. The customer must bear the direct cost of shipping the return of the products.
- If the return is for reasons attributable to Kunkay, your product will be replaced with another identical one in perfect condition or, if you prefer, we will refund the total purchase amount.
How is the money refunded?
If a return is made, 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 for reasons not attributable to Kunkay Care, due to a change of mind or error by the customer when making the purchase, the customer must return the products to us in perfect condition. In this case, the customer must bear the direct cost of returning the products. If you are in this situation, we advise you to contact us via email hello@kun-kay.com.
If the return is for reasons attributable to Kunkay Care (defective product or not matching the purchased reference) Kunkay Care will collect the products and/or exchange them for the correct one, bearing the costs associated with this return and/or exchange.
I received a wrong order
What happens if I receive my order and one of the products is wrong?
First of all, we apologize on behalf of the entire team, we always carefully check each order and package so that everything arrives perfect, but it seems there has been an error, although it is very unusual. But don't worry! To solve it you can contact us by writing to hello@kun-kay.com indicating your order number and the wrong product. We will contact you as soon as possible to resolve the situation.
What happens if I receive my order and any of the products arrive broken or in bad condition?
First of all, we want to apologize on behalf of the entire team for the incident. We carefully prepare all products to avoid damage during transport, but it is possible that during transport the order may have received a blow and been dented, although this is very unusual.
If when you receive your order you detect that any of them is broken or in bad condition, send us an email to hello@kun-kay.com with a photo showing the condition in which the product and/or its packaging arrived. We will respond as soon as possible with a solution so you can enjoy the products as you deserve.
Changes in my order
I just placed an order and I made a mistake, can I change it?
We always do our best to make the order 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.
Anyway, 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 changes to the order content. The address yes 🙂 And in this case the return process must be followed, if necessary.
Cancellations and annulments
I just made a purchase, but I want to cancel it. What can I do?
What a pity! We would like your order to continue, but if for any reason you want to cancel it, you must notify us as soon as possible by phone (621 24 08 05) or email: hello@kun-kay.com.
If the order has not yet been processed (that is, it has not yet been confirmed through the order confirmation email we will send you), we can cancel and refund the full purchase amount. On the other hand, if the order is already being processed and is in the hands of the delivery company, you must follow the return process.
Products
When do the products expire?
Our products have an expiration date of 12 months from the product's manufacture. The expiration date will be indicated on the lower line of the small white label that goes on the bottom of the bottle and the sachets. This date is indicated with two digits to indicate the month and four to indicate 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. Despite this, many of our products have a functionality indicated for a specific problem that our furry companions suffer at a certain age. If you have doubts about this, do not hesitate to contact us through hello@kun-kay.com or phone 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 raw materials of animal origin, so they cannot be considered completely suitable for a vegan diet. The Kunkay team continues working in this line to offer a vegan alternative.
Are they suitable for all breeds and sexes?
Of course! All products are suitable to be administered to dogs of all breeds (and their wonderful diversity of sizes and colors) both males and females. Despite this, many of our products have a functionality indicated for a specific problem that dogs or cats of a particular breed suffer more frequently or males more than females. If you have doubts about this, do not hesitate to contact us through hello@kun-kay.com or phone 621 24 08 05, we are always ready 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 your pet's weight. You can also find the administration method and the recommended daily dose.
What amount should be used in each application?
The amount varies depending on each product. On the label of each container you can find the administration method 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 with recycled cardboard and potato starch glue, so they are completely biodegradable and non-polluting.
Regarding the sachets (and their labels), the lids and the measuring spoon, they are made of PET plastic so they can be fully recycled by disposing of them in the yellow container. ?
Are they suitable for my dog and/or cat?
Probably yes, but we cannot say 100% without knowing them completely. Kunkay products have almost 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 doubts about this, do not hesitate to contact us through hello@kun-kay.com or phone 621 24 08 05, we are always happy to help you.
When and how should I administer it?
The answer depends on each product. On the label of each container, as well as in the product sheet on the website, you can find the administration method and the recommended daily dose. Also, if you still have doubts about this, do not hesitate to contact us through hello@kun-kay.com or phone 621 24 08 05, we are always happy to help you.
Brand and authorized stores
What is Kunkay Care?
Kunkay is a digitally native vertical brand and was born to improve the well-being and quality of life of living beings on the planet, through the design, manufacture, and marketing of SynerTech Nutraceuticals to treat and prevent diseases of companion animals through its own e-commerce, breaking the value chain of the sector.
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 love people and we like to tell you and hear from you!
- Vertical: We control from the selection of raw materials, the design of our formulas, their manufacture, to the distribution of our products. Because this way nothing escapes us and we can offer you the best product and service.
- Brand: We believe in authenticity, proximity, transparency, and personalization. Because each of us has our own identity and we love plurality.
Do you have physical stores?
We do not yet have our own stores, but we do have physical points of sale. You can find Kunkay products in veterinary centers, as we believe in the importance of having animal health professionals who can advise you on which product your furry friend needs and how to administer it correctly.
If you want to know which is the nearest point of sale, send us your postal code and we will tell you which veterinary center of the Kunkay Vet Network you have nearby.
And if you have doubts about whether a particular center has our products, do not hesitate to contact us at hello@kun-kay.com or at 621 24 08 05. We will be happy to help you!