Shipping policy

Shipping Policy

Last updated: 8 September 2026

Thank you for shopping with KONG+.

Our products are made to order and fulfilled through third-party fulfilment partners, including Printful. This allows us to produce products specifically for each order and ship them directly to you.

1. Order Processing

Because our products are made to order, your order normally goes through two stages:

1. Production: Your product is manufactured and prepared for shipment.

2. Delivery: Once production is complete, your order is handed to the relevant delivery carrier.

Production and delivery times can vary depending on the product, destination, order volume and other circumstances.

Estimated delivery times displayed at checkout are estimates and are not guaranteed unless specifically stated otherwise.

2. Shipping Locations

We currently ship to selected countries and regions available at checkout.

Shipping availability, delivery methods and costs may vary depending on your delivery address and the products in your order.

If your country or region is not available at checkout, please contact us to ask whether delivery may be possible.

3. Shipping Costs

Shipping costs are calculated and displayed during checkout based on the delivery destination, products ordered and available shipping method.

Any applicable shipping charges will be shown before you complete your purchase.

From time to time, KONG+ may offer promotional free shipping or reduced shipping rates. Any such offer will be subject to the terms displayed at the time of purchase.

4. Estimated Delivery Times

Delivery times depend on the product and destination.

As a general guide, orders may take approximately:

UK: 3–7 business days after production
Europe: 4–10 business days after production
United States & Canada: 5–12 business days after production
Other international destinations: 7–20 business days after production

These are estimates only. Actual delivery times may be shorter or longer.

Please also allow additional time for the production of your order before it is shipped.

5. Tracking

Where tracking is available, you will normally receive tracking information once your order has been shipped.

Tracking information may take some time to update after the parcel has been handed to the carrier.

Please check your tracking information before contacting us about the status of your delivery.

6. Multiple Products in One Order

If your order contains multiple products, they may be produced or shipped separately.

This can happen when products are manufactured at different fulfilment locations or require different production processes.

As a result, you may receive more than one parcel for a single order.

You will not necessarily be charged additional shipping fees because your order is split into multiple shipments unless additional charges were clearly shown at checkout.

7. Delivery Address

You are responsible for providing an accurate and complete delivery address when placing your order.

Please check your:

Name
House or building number
Street
Town/city
Postcode
Country

If you realise that your address is incorrect, contact us as soon as possible.

We may be able to update the address if the order has not yet entered production or shipment. However, we cannot guarantee that changes will be possible.

If an order has already been shipped to an incorrect address provided by the customer, additional shipping costs may apply to resend the order.

8. Delayed or Lost Deliveries

Although we work with established fulfilment and delivery partners, delays can occasionally occur.

Possible causes include:

Courier delays
Severe weather
Customs processing
Public holidays
Strikes or industrial action
High shipping volumes
Incorrect delivery information
Production delays
Events outside our reasonable control

If your order appears to be significantly delayed or lost, please contact us and we will investigate the shipment with our fulfilment or delivery partner.

9. International Orders and Customs

For orders shipped internationally, the destination country may impose customs duties, import taxes or other charges.

Where applicable, these charges may be the responsibility of the customer.

KONG+ cannot guarantee that an international order will not be subject to customs charges or delays.

Customers are responsible for complying with applicable import requirements in their country.

10. Delivery Problems

If your parcel arrives damaged, please take photographs of the packaging and the product and contact us as soon as possible.

If you receive the wrong product or your order is otherwise incorrectly fulfilled, please contact us so that we can investigate and arrange an appropriate solution.

For details about replacements and refunds, please see our Return & Refund Policy.

11. Products Made to Order

Our products are made specifically for your order.

Because of this, we cannot normally cancel an order once it has entered production.

If you need to make a change to your order, please contact us as soon as possible after placing it. We will do our best to help before production begins.

Your statutory consumer rights are not affected.

12. Printful Fulfilment

KONG+ uses Printful as a third-party print-on-demand fulfilment provider.

Depending on the product and delivery destination, your order may be produced and shipped from different fulfilment locations.

The fulfilment location may therefore vary between orders.

This allows us to provide a wider range of products and may help reduce unnecessary international shipping distances.

13. Contact Us

If you have questions about your delivery, please contact us:

KONG+

Email: support@kongplus.shop

Please include your order number when contacting us about an existing order.