Contact Khpet.com Support

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Fax:
719-591-6979

2520 Aviation Way, Ste G
Colorado Springs, CO 80916


Frequently Asked Questions



Shipping & Manufacturing

Where is K&H located?
We are located in beautiful Colorado Springs, Colorado in the United States.
Do you ship internationally?
At this time we only ship within the United States and do not offer international shipping.
Do you ship to Canada?
While we do not ship to Canada, Petonly.ca & Amazon.ca resell many of our products in Canada.


Orders

What credit cards do you accept?
We accept all major credit cards, including Visa, MasterCard, Discover, and American Express.
Do you charge sales tax?
We charge sales tax in California, Colorado, Kentucky, and Wisconsin, as required by law.
Do I need to create an account to purchase from khpet.com?
While it's not necessary to create an account to purchase from khpet.com, here are some advantages to creating an account:
  • Store your addresses
  • View & track previous orders
  • Create product wishlists
An item I want is out of stock. Can I place a backorder and pay in advance?
We currently do not accept backorders. We will update the website once the item is back in stock and an order can be placed at that time.


Returns

What is your return policy?
If you are not 100% satisfied with your purchase from khpet.com for any reason, we will gladly accept returns of merchandise within 60 days of the sale date and issue a full refund for the product (minus the shipping and other charges). All returns must be pre-authorized by calling us toll free at 1-877-738-5188 or by contacting us online.
I purchased a K&H product from another retailer. Can I return it to you?
K&H products purchased from another retailer must be returned to the same retailer. Please contact your retailer for return instructions and policies.


Outdoor Heated Products

How can I test my pet's heated pad?
Please test the pad by placing a large pillow on top of the pad.  After about 15 minutes, feel under the pillow. It will feel warm, not hot.  DO NOT use an extension cord during this test.  DO NOT place anything on the pad (other than the fleece cover provided) any other time. This should only be done during testing.
How do your outdoor heated pads work?
The K&H outdoor beds and pads are designed to warm to your pet's normal body temperature when he/she lies on the pad.  When your pet is not on the pad, the heat will dissipate into the air and the surface temperature will vary according to the ambient air temperature.  The K&H outdoor beds and pads will emit heat anytime it is plugged in.  The reason the pad always emits heat is so your pet can sense that heat and will be drawn to the pad for warmth and comfort.  These products are thermostatically controlled by internal thermostats. They can be left plugged in 24/7 as long as the product has been installed as per the instructions.  Keep in mind that you never want to cover the pad with anything other than the K&H outdoor pad cover we offer.  This cover allows the warmth to go through, whereas a blanket or any other cover will trap the heat inside the pad, which may cause a malfunction.
Does a higher wattage rating make the bed any warmer?
All of our outdoor heated pet beds will heat to 102°F, regardless of wattage. The larger the bed, the greater the wattage required to maintain this temperature.
Is it okay to place straw or wood shavings on top of my pet's heated pad?
Straw, hay, and wood shavings are all very combustible materials and we would never advise using any of those materials in conjunction with any type of electrical or heated products. Please remember not to place anything on top of a K&H outdoor bed or pad other than the cover provided.
Is it okay to place an outdoor heated bed or pad on top of my dog's current bed?
Our outdoor heated beds and pads should be placed on a flat, stable surface rather than on top of another dog bed.
What type of extension cord should I use?
MET requires that all manufacturers put the extension cord statement “Do not use with extension cord” on every item that is MET listed by UL 499 standards.  This is because they cannot test every extension cord on the market in conjunction with our products for safety.  Also, MET suggests that an extension cord is not recommended as a permanent fixture and should only be a temporary solution when using any electrical product.  Temporary use of a UL listed cord is fine, but consult your electrician for the proper cord for your application.  For more information on MET safety testing, please visit their website at www.metlabs.com.


Indoor Heated Products

Does the Pet Bed Warmer need to be placed inside a pet bed?
Yes, the Pet Bed Warmer should always be placed inside a pet bed. It should never be used by itself.