Support

How can we help?

Questions about adopting, a booking, a shop order or your account? Send us a message and our team will get back to you.

💬 Payment Help & Special Requests

Ask about card or bank-transfer payments, request another payment method, instalments or a special arrangement, or report a payment problem or refund. You don't need an order first.

Before you write

Orders: include your order number (shown on your order page) so we can find it quickly.
Adoption: you can track your application on your dashboard.
Signed in? Our replies also appear in the Support tab of your dashboard.

Pet emergency?

This form isn't monitored around the clock. If your pet is injured or seriously unwell, contact your nearest emergency vet straight away.

Your name

We'll reply to this address.

Topic

Order, booking or reference number (optional)

Message

Never include card numbers, CVV codes or passwords. We'll never ask for them.

Quick answers

Common questions

How KinPaw works

How does adopting a pet work?

Open a pet's page and choose Apply to adopt. You'll need a free account. Our team reviews every application, and you can follow its status under Applications in your account.

How do I pay for an order or booking?

Choose one of the payment methods shown at checkout. Prices, stock and totals are always worked out by our server, not your browser. If you'd like a different way to pay, use Payment Help & Special Requests above.

Can I cancel an order or a booking?

You can cancel an unpaid order from its order page. Paid orders need a refund, so please contact us.

Bookings can be cancelled from your account. Paid bookings can be cancelled up to the cut-off time shown on the booking. After that, contact us and we'll help.

Where do I see your reply?

If you're logged in, replies appear under Support in your account, and you can reply there too. If you write to us without logging in, we'll reply to the email address you give us.

I forgot my password. What now?

Use Forgot your password? and we'll email you a link to choose a new one.

Will KinPaw ever ask for my card details or password?

No. Never send card numbers, security codes (CVV), passwords or sign-in codes by email, chat or this form. If anyone asks for them in KinPaw's name, please tell us.