Got a question?

Add the items you want to your basket and head to checkout. You can pay securely by credit or debit card. Once your order is confirmed you'll receive a confirmation email — check your spam folder if it doesn't arrive within a few minutes.

We process orders quickly — please contact us as soon as possible at info@koossa.com if you need to make a change. If your order hasn't been dispatched yet, we'll do our best to help.

First, check your spam or junk folder. If it's not there, the email address may have been entered incorrectly at checkout. Get in touch at info@koossa.com and we'll resend it right away.

We accept all major credit and debit cards including Visa, Mastercard and American Express. Payment is processed securely at checkout — we never store your card details.

For larger orders, please get in touch directly at info@koossa.com and we'll do our best to help.

Yes — shipping is always free on every order. No minimum spend, no conditions.

Orders are delivered within 7–14 working days. You'll receive a tracking link by email as soon as your order has been dispatched.

Once your order has been dispatched you'll receive an email with your tracking number and a link to follow your package. If you haven't received this within 2 working days of placing your order, contact us and we'll look into it.

Yes — we ship worldwide. Shipping rates for international orders are calculated at checkout.

First check with neighbours or any safe spots the courier may have left it. If you still can't locate it, contact us within 7 days of the delivery date at info@koossa.com and we'll investigate with the carrier.

You can return any item within 30 days of receiving your order, provided it is unused and in its original packaging. Return shipping costs are the responsibility of the customer.

Email us at info@koossa.com with your order number and the item you'd like to return. We'll reply within 24 hours with instructions on where to send it.

Once we receive your return, refunds are processed within 5 working days. The money will be returned to the original payment method. Depending on your bank it may take a few additional days to appear on your statement.

We don't process direct exchanges, but it's straightforward to sort. Return the item you have, and once your refund is processed simply place a new order for the one you want. Contact us if you need help with this.

Every product on Koossa is something we'd buy for our own pets. We check quality, materials and whether it actually does what it claims. If it doesn't pass that test, it doesn't go on the site — regardless of price or margin.

Where sizing matters — like beds, harnesses or collars — we include a size guide on each product page. If you're unsure which size is right for your pet, contact us and we'll help you choose.

We do our best to show colours as accurately as possible, but screens vary. If colour is important to you, feel free to contact us before ordering and we'll do our best to help.

Most of the time, yes. Popular items do sell out but we restock regularly. Email us at info@koossa.com with the product name and we'll let you know as soon as it's available again.

Koossa is run by TMC, a registered company based in the Netherlands. We started Koossa because we couldn't find pet products we actually trusted for our own dogs. Everything on the site is something we'd genuinely buy — no fillers, no gimmicks.

Yes. £1 from every order goes directly to Midland Paws Rescue in Birmingham — a local shelter doing important work for dogs and cats who are waiting to find a home. No minimum spend, no conditions. Every order, every time.

TMC — trading as Koossa
CoC: 92134866
VAT: NL004938015B40
Torenlaan 5, 1402 AT Bussum, Netherlands
Email: info@koossa.com
Phone: +1 (516) 440-8424