Frequently Asked Questions


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How do I contact Kocoplay Canada?

To contact us you can contact a customer service representative by emailing: We constantly monitor this mailbox and will contact you within 1 business day.

Is a secure site for shopping?

You bet. We want to make sure you can relax and enjoy shopping for your furry friends, so we use Secure Server Technology. Secure Server Technology encrypts your personal information so that no one can intercept the information as it travels through the shopping cart network. Your credit card number, e-mail address, and phone number are completely protected.

How do I place my order?

Our website is fully equipped with the tools you will need to place your order. It is open 24/7/365! We have a simple 3 step process to checkout. Once all your desired items are in your cart, you can view and edit your cart to adjust quantities, remove products, and apply discount coupons. Then, enter the shipping address to estimate your shipping cost (Great news free shipping within the Greater Toronto Area!!) We encourage you to sign in or create an account in order to manage your order and to receive Kocoplay perks. This will also give you updated information on the status of each of your orders. Not to mention it is a simple way to track past orders for reference.

How do I track my order?

Once we receive your order and it is set to ship, you will be sent an automated email that contains the link to track your package. This will activate with further delivery details once the courier (Canada Post, Fedex , or Purolator) picks up our shipment. You can also access this information through your account on the website. You will need to sign in and click “My Orders”.

How do I cancel or change my order after I place it?

If you have changed your mind or made a mistake please let us know as soon as possible at If your order has not been picked up for delivery, we can offer options to get you all your products as efficiently as possible. If your order has already been shipped, please see our Returns and Refunds page on how we handle returns and refunds.

How long will it take to process my order?

We aim to process each and every order within 1 to 2 business days. During peak seasons this time can increase to 2-5 days. Unless there is a shortage of inventory we will ship within that time.

When will I get an email confirmation?

You will receive an order confirmation upon placing your order. You will receive a shipment notice, and a tracking link when your package has been shipped.

How long does it take for an order to arrive?

Estimating delivery time is difficult especially outside of the Province of Ontario. However, on average orders in BC, Alberta, and Saskatchewan will arrive in 5-7 business days. Manitoba and Ontario will usually take 3-5 business days, while Quebec and the Maritimes may take 5-7 business days. Newfoundland & Labrador customers, as well as NWT and Nunavut, can expect shipments to arrive within 7-10 business days. This is not guaranteed, but hopefully, it gives you an idea of what to expect.

How do I calculate Shipping?

Each time you add something new to your cart the website will give you the option to View Cart. If you select View Cart you are able to estimate your shipping cost by entering the shipping address. The other way of getting to the shipping estimate is to click on the cart and select view cart.

Do you ship to a PO BOX?

Absolutely. We can ship to any Canada Post Office. Please make sure to add the PO Box information to your address.

Do you ship Internationally?

Unfortunately, at this time we do not ship any orders outside of Canada.

Who delivers my order?

Your package will be delivered by one of our partners Canada Post, FedEx, our Purolator.

How will my package arrive?

Our packages will arrive on your doorstep. If your order happens to arrive and there is an issue, please email us at We want to make sure that you are 100% satisfied.

What is your Return Policy?

You can find all the information on our Returns and Refund Policy here

Why should I create an account with Kocoplay Canada?

Registering with Kocoplay Canada provides many benefits for you. It gives you more control of your shopping experience. You can review past orders, and track your package all through your account! You don’t need to sign up for an account to order, but we promise, it’s worth it. As we grow we will also be providing perks for our registered customers as well as access to new products and a monthly subscription that will reduce the price of our items.

How do I create an account with Kocoplay Canada?

Ready to sign up? You may either create an account now or during your next checkout process.

Does creating an account with Kocoplay Canada provide me with an account for Kocoplay in other countries?

At this time our account management system is only limited to Canada. To register with other Kocoplay sites you would navigate to their site and complete the account creation process.

Whoops. I’ve forgotten my password. Now what?

If you forgot your password, just click the Forgot Your Password link, and enter the email that you used to set up your account. We will send you an email with a link that will allow you to reset your password.

How do I change my password?

If you wish to change your password, simply log into your account and click the “Account Details” link in the left column. There you will be able to change your password.