Contact

Email is the fastest way to reach us — and it leaves you a written record.

contactsupport@kaishinepet.com

A person reads every message. We reply within one business day, Monday to Friday. We don't run a phone line: email reaches us faster and nothing gets lost between shifts.

Help us solve it on the first reply

• Your order number — it's at the top of your confirmation email.
• The email you ordered with, if it differs from the one you're writing from.
• A photo, if anything arrived damaged or looks wrong.

Answers you may not need to wait for

• Where is my order? Tracking is emailed the moment your parcel ships. The first carrier scan can take a few hours to appear — that's normal, and it doesn't mean the parcel is lost.
• My pet won't drink from it. Put the fountain exactly where the old bowl stood, and leave the bowl out alongside it for a few days. Most pets move over on their own once the water stops being a new thing in a new place.
• I want to return it. The 30-Day Money-Back Guarantee covers the fountain, the filters and the shipping. Email us with your order number and one line about what went wrong — you don't need to justify it. Full terms are in our Refund policy.
• Something broke. The fountain carries a 12-month warranty against manufacturing defects. Email us with a photo and we'll repair or replace it.

Before you send anything back

Please wait to hear from us first. Parcels returned without instructions can go missing, and we can't refund what never arrives. We'll reply with return instructions and, where a physical return is needed, a prepaid label.

KaiShine is a water fountain, not a medical device. It supports healthy hydration; it does not diagnose, treat, prevent or cure any disease. For concerns about your pet's health, speak to a veterinarian.