Support
Orders
Yes. You can place an order as a guest without creating an account. Creating an account is optional, but it allows you to track orders more easily, view your order history, and speed up future checkouts. If you choose to check out as a guest, you will still receive all order confirmations and updates by email.
No. There is currently no minimum or maximum order value on our store. You are free to place an order for a single item or multiple products, depending on your needs. Depending on your location it could be wise to order a few products at the same time considering shipping costs.
No, we do not include printed receipts or invoices in our shipments. KidneyCo operates as a fully digital store to reduce paper waste. After placing your order, you will receive an order confirmation and receipt by email, which you can save or print if needed.
Yes. Our store is built and hosted on Shopify, one of the world's most trusted and widely used e-commerce platforms. All data exchanged between your browser and our website is protected using SSL encryption(HTTPS), which helps keep your personal information secure.
We do not store or have access to your payment details. All payments are processed securely by Shopify and its ceritifed payment providers, which comply with PCI DSS(Payment Card Industry Data Security Standard) requirements.
You can shop with confidence knowing that your information is handled responsibly and securely.
We do not store or have access to your payment details. All payments are processed securely by Shopify and its ceritifed payment providers, which comply with PCI DSS(Payment Card Industry Data Security Standard) requirements.
You can shop with confidence knowing that your information is handled responsibly and securely.
Delivery
At this time, we do not offer free shipping. KidneyCo operates as a European brand serving customers across multiple countries, with the goal of making specialized renal products accessible throughout Europe and beyond. Shipping costs vary by destination and carrier, and charging shipping separately allows us to ship reliably, transparently, and to a wider range of locations. We always aim to keep shipping fees as fair and competetive as possible, and all costs are clearly shown at checkout, there are no hidden fees.
If your order arrives damaged, please contact us immediately at kidneycatco@gmail.com with your order number, a description, and a photo of the damage. We will work with you to resolve the issue promptly, either by sending a replacement or arranging a suitable solution. Your satisfaction and the safe delivery of our products are our top priorities.
If any items are missing from your shipment, please contract us at kidneycatco@gmail.com with your order number and details of the missing products. We will investigate the issue and ensure that the missing items are sent to you as quickly as possible.
If you receive items that do not match your order, please reach out to us at kidneycatco@gmail.com with your order number and a description and photo of the incorrect items. We will promptly work with you to resolve the issue and ensure the correct products are delivered.
Products
For detailed questions about a particular product, please email us at kidneycatco@gmail.com and our team will assist you promptly. You can also visit the manufacturer's website for more in-depth product information, including technical specifications and guidelines.
Out-of-stock products cannot be purchased until they are available again. Adding an out-of-stock product to your cart will give you a warning if you attempt to checkout with the product. If you are interested in a specific item, please email us at kidneycatco@gmail.com. We'll gladly provide information on when it will be restocked or offer guidance on alternative products that may suit your needs.
If you're looking for a product we have previously offered, please email us at kidneycatco@gmail.com and we'll do our best to assist you or provide guidance on availability. If it's a product you believe KidneyCo should carry, we encourage you to reach out as well. Our goal is to make KidneyCo the most complete and comprehensive store for all renal cat needs, so your suggestions and requests are always welcome.
Cats with chronic kidney disease can be particularly selective eaters, and it is not uncommon for them to initially refuse new foods. We recommend offering the selected food consistently over several days, as many cats may gradually accept it over time. If not, continue with what works and perhaps try another product or another brand in the future. Please not that KidneyCo currently does not accept returns based solely on a cat's personal taste preferences. While we understand this can be challenging, we are exploring potential guarantees to better support our customers.
Returns & complaints
KidneyCo accepts returns only for unopened products, within 30 days of receipt. To initiate a return, please contact us via email at kidneycatco@gmail.com with your order details. We will provide instructions for the return process and any further assistance. Please note that opened or partially used products cannot be returned, as maintaining product quality and safety is our priority.
Once your returned product has been received and inspected, we process the refund right away. Please allow for a few business days for the refund to appear on your original payment method, depending on your bank or payment provider. If you do not see the refund after this period, contact us at kidneycatco@gmail.com with your return details so we can assist you immediately.