Frequently Asked Questions
Title
1. who we are
What is Kooky Kibble?
At Kooky Kibble Co, we believe good food shouldn't go to waste. That's why Kooky Kibble is made up of a medley of broken and misshapen kibble from different pet food formulas. Normally, misshapen or broken kibble is discarded simply because it does not fit conventional cosmetic standards. But we believe even kooky-looking kibble deserves to be eaten, not tossed out. So while the food may look funny on the outside, Kooky Kibble is perfectly safe, healthy, and delicious for pets to eat.
What is Kooky Kibble made of?
We use a delicious blend of New Zealand and Australian-sourced ingredients in our dog and cat food products. Each bag will vary in ingredients made up of the following: Meats (Lamb, Beef, Venison or Kangaroo), Fish (Salmon or Ocean Fish), Poultry (Duck, Turkey or Chicken), Meat Meals, Animal Fat (for Omega-6 fatty acids), Vegetables (Peas, Potatoes or Tapioca), Superfoods (Flaxseed, Apples, Cranberries, Blueberries, Kelp, Spinach, Turmeric), Natural Flavour, Brewers Dried Yeast, Minerals, Taurine, DL-Methionine, Vitamins, Natural Preservatives (Mixed Tocopherols for added freshness, Rosemary Extract, Tea Extract, Spearmint Extract).
Because this is a blend of different pet food formulas, our fat and protein levels will vary per bag.
Typical nutrient analysis for Grain-free dog food for Adult Dogs:
Crude protein 18-40%
Crude Fat 8-20%
Crude Fibre (Max.) 7.5%
Moisture (Max.) 10%
Typical nutrient analysis for Dog Food with Grains for Adult Dogs:
Crude protein 18-40%
Crude Fat 8-20%
Crude Fibre (Max.) 6%
Moisture (Max.) 10%
Typical nutrient analysis for Grain-free cat food for Cats of All Life Stages:
Crude Protein 30-45%
Crude Fat 10-20%
Crude Fiber (max) 6%
Moisture (max) 10%
Typical nutrient analysis for Cat Food with Grains for Cats of All Life Stages:
Crude Protein 30-45%
Crude Fat 10-20%
Crude Fiber (max) 6%
Moisture (max) 10%
Why is Kooky Kibble so affordable?
At Kooky Kibble Co, we believe good food shouldn't go to waste. That's why Kooky Kibble is made up of a medley of broken and misshapen kibble from different pet food formulas. Normally, misshapen or broken kibble is discarded simply because it does not fit conventional cosmetic standards. But we believe even kooky-looking kibble deserves to be eaten, not tossed out. So while the food may look funny on the outside, Kooky Kibble is perfectly safe, healthy, and delicious for pets to eat.
Since Kooky Kibble is made of a medley of pet food seconds/discards, we are able to reduce food waste, promote sustainably-made products, and maintain pocket-friendly prices for fellow pet parents.
What brand of seconds do you use?
Since we partner with a private label business, their customer information is proprietary to their clients and not for us to share. However, if you have any questions about the food, we'd love to share them with our team of animal nutritionists for more details. 😊
What sizes does Kooky Kibble come in?
You can view our bag sizes and prices here. We also offer seasonal bundle deals, give those a look for some great value!
2. orders
How to order Kooky Kibble?
1. Visit our products page here.
2. Select your desired amount and add to cart.
3. When you’re ready to check out, select Buy with SHOP Pay.
4. Input your email for order confirmation
5. Input your mobile number for order confirmation
6. Select SHIP or PICK UP
7. If you selected SHIP, please input your shipping information.
8. If you selected PICK UP, please expect your order to be ready for pick-up in 2 business days.
9. Add a discount code if applicable
10. Select PAY NOW
11. Input your payment details. Once paid, you will receive an email confirming your order and payment.
12. For shipping, please expect your order to arrive in 5-7 business days.
You will receive an email with your tracking number once your order has been picked up by the assigned courier (Post Haste or Mainstream NZ).
I can’t place an order online.
We’re sorry to hear you’re experiencing some website issues.
Please provide us with more details and a screenshot of the glitch you are experiencing via email at sayhello@kookykibble.co.nz or you can send a direct message on Facebook or Instagram.
If the issue persists, we can help place an order on your behalf with instructions on how to process payment via email.
Where is my order?
We offer shipping via Post Haste and Mainstream NZ within New Zealand.
All orders will be shipped from our location in Papamoa Beach, Papamoa within 2 business days of purchase.
Orders for shipment will be delivered within 5-7 business days for urban areas or longer for rural areas.
Kindly expect an email with your tracking number once the assigned courier has picked up your order.
For more information, you can view our Shipping Policy here.
How do I track my order?
Kindly check your email for your tracking number. You may track the status of your delivery here.
If you don’t have a tracking number within 2 business days of placing your order, please reach out to our customer service team at sayhello@kookykibble.co.nz or you can send a direct message on Facebook or Instagram together with your order number.
Can I pick up my order instead of having it shipped?
Yes, you can choose to pick up your order from our store. During checkout, simply select the “Pick Up” option as your shipping method.
How do I pick up my order?
You can pick up your order from our warehouse at No. 5 Ashley Place Papamoa Beach, Papamoa New Zealand 3118.
Order Confirmation: When you arrive at the store for pickup, kindly bring your confirmation email/invoice. This will help our team quickly process your order and ensure a smooth handover.
Pick-up Days and Time: Orders can be collected from Monday to Friday, between 11:00 AM and 2:00 PM. We have chosen these hours to accommodate a variety of schedules, making it convenient for you to swing by.
Order Processing: For orders placed on any day from Monday to Thursday, your items will be available for pick-up on the next business day, within the specified time frame.
You'll be able to get your hands on your favorite pet supplies without any delay!
Weekend Orders: If you place an order on Friday, Saturday, or Sunday, fear not! Your items will be ready for pickup on Monday, during the specified time frame.
So, you can enjoy your weekends without worrying about picking up your order until the start of the new week.
How do I return or exchange my order?
We're sorry to hear that you're not completely satisfied! Please reach out to our customer service team within 30 days of purchase for assistance with returns or exchanges. Kindly read our Returns/Refunds policy here for more details on how to return or exchange your order.
What is your Returns/Exchange policy?
Return and Refund Policy
We understand that not all purchases work out as expected. If you are dissatisfied with your order, please refer to our policy guidelines below.
All refund/return requests must be made within 30 days of purchase. To request a refund or exchange, please email sayhello@kookykibble.co.nz and provide the following information:
1. Name, Address, Phone Number, Email
2. The original Invoice or Order #
3. Items and quantity purchased
4. Whether it is a refund or return request and for which item(s)
5. Reason for refund or return request
For Returns:
To be eligible for a return, your item must:
1. Be in its original, unopened, and undamaged condition.
2. Have been purchased within the last 30 days
3. Include a copy of the receipt or proof of purchase
4. Have been an incorrect item delivered
Please note that we cannot accept returns on:
1. Opened or used products.
2. Items purchased on sale or with a discount.
3. Custom orders or personalized items.
Please note that if you return a product because you don't want it, you'll need to bear the cost of return shipping. Our policy will cover returns for damaged, defective, or incorrect items.
Please review our policies before requesting a return or exchange on your item. Once received, your request will be processed and evaluated by our team. In some cases where a refund or exchange is requested, you may need to return the product to us.
If this is necessary, we will provide you with a return shipping label via email or ask you to send it to our No. 5 Ashley Place, Papamoa Beach, Papamoa New Zealand 3118. Please try to use the original packaging where possible.
Please keep in mind the following information regarding exchanges:
We will process the exchange within 5 business days of receiving the returned product. It may take up to 10 business days to receive the exchanged product, depending on shipping times.
For Refunds:
To be eligible for a refund, please identify if your item is:
1. Defective: If the product is defective, you may be eligible for a refund.
2. Incorrect item received: If you receive the wrong product, you may request a return instead.
Please note:
1. Refund requests will be reviewed on a case-to-case basis.
2. Refunds will be issued for the item’s actual purchase price.
3. We are not able to refund the original shipping charges.
4. Refunds will be processed within 5 to 7 business days.
5. Credit will be issued back to the account you used for the original payment
. 6. Credit posting typically occurs within 5 to 7 business days but may take up to 2-3 weeks based on your payment method.
You will receive a refund confirmation email from our third-party processor once it has been processed. If you do not receive a confirmation email, please check your spam folder, as these tend to get redirected into spam or junk occasionally.
How do I cancel my order?
To cancel your order, please contact our customer service team at sayhello@kookykibble.co.nz as soon as possible and send a direct message on Facebook or Instagram together with your order number.
Please note, orders can only be canceled before they are processed for shipping. If we are unable to cancel your order before then, we will reach out to you for any new arrangements. Thank you!
Are samples for dog food or cat food available?
At the moment, we don't offer samples for sale. However, keep an eye on our website and social media channels for news! In the meantime, if you have any specific questions about our product or would like more information, please feel free to ask. We're here to assist you!
I’m missing an item from my order
We're sorry for the oversight! Please reach out to our customer service team at sayhello@kookykibble.co.nz with the following order details, and we'll promptly investigate and resolve the issue for you.
1. Photo of the package you received
2. Photo of the invoice you received
3. Customer Order #
Once sent, kindly allow use some time to get back to you. Please, rest assured, we will keep you informed as soon as we know more. Thank you!
The courier delivered my order to the wrong address
We understand the frustration! Please contact our customer service team at sayhello@kookykibble.co.nz immediately with your order details, and we'll work with the courier to resolve the issue and ensure you receive your order.
The courier did not deliver my order
We apologize for the inconvenience! Please check the tracking information provided and contact the courier directly for further assistance. If you need additional help, feel free to reach out to our customer service team at sayhello@kookykibble.co.nz or drop us a message on Facebook or Instagram.
3. payment
How do I pay for my order?
You can pay for your order online using ShopPay.
What payment options are available?
We offer a variety of payment options to cater to our customers' convenience and security.
Currently, we accept Apple Pay, Google Pay, Union Pay, Mastercard, Visa, and American Express.
You can choose any of these payment methods to make your purchase when you check out. We currently do not offer EFTPOS or Afterpay as payment options but rest assured we are working on this!
How do I change my payment details?
For AutoDelivery subscriptions only
Here’s how to edit your payment details:
1. Log into your Kooky Kibble account: https://kookykibble.co.nz/account/login
2. Select your subscription and click "See more details"
3. Scroll to bottom of page until you see the Payment Details section
4. Select "Edit". This will prompt the website to email our sales team requesting an edit to your payment details.
5. Select "Send email" when prompted.
Once received, our sales team will send an email to help update your payment details.
Please make sure to check your spam/junk folder in case it gets sent there. Please reach out to our customer service team at sayhello@kookykibble.co.nz or drop us a message on Facebook or Instagram.
4. shipping, autodelivery, and promos
Do you offer free shipping?
Yes, we offer free standard shipping on orders over $60 within New Zealand! This is delivered via Post Haste and Mainstream NZ. For orders under $60, a standard shipping fee applies, starting at $8.99. Please note that certain products may not be eligible for free shipping, but you'll see this information clearly during checkout.
How do I save more?
Here are some great ways to save on your Kooky Kibble purchase:
1. Sign up for our email newsletter here and get 5% off your first purchase.
2. Sign up for AutoDelivery and enjoy 5% off every order, plus never worry about running out of pet food again with scheduled door-to-door deliveries.
Follow us on social media and get exclusive updates on the latest sales, promos, and discounts.
We understand it can be pricey to buy in volume at the get-go, so maybe give Kooky Kibble a try for now and if your pets like it, we hope you consider signing up for the AutoDelivery subscription. It offers a lot of savings!
What is AutoDelivery?
Our AutoDelivery program allows you to receive regular deliveries of your favorite products. You can select the frequency of your deliveries and save up to 5% on each order.
How do I sign up for AutoDelivery?
To sign up for an AutoDelivery, simply select the product you want to subscribe to and choose the frequency of your deliveries. You can also select the quantity and size of each product you want to receive.
How do I change my AutoDelivery schedule?
To update shipping for AutoDelivery orders, click the "Manage Subscription" button in your customer account. You can modify your shipping address anytime. Please make any necessary updates to shipping or billing at least 3 days before the scheduled order placement date to ensure they are applied.
How do I change my AutoDelivery order?
Please contact our customer service team at sayhello@kookykibble.co.nz or drop us a message on Facebook or Instagram at least three (3) days before your usual AutoDelivery order is shipped out. We will contact you for any changes in fees. Thank you!
How do I change my AutoDelivery quantity?
Please contact our customer service team at sayhello@kookykibble.co.nz or drop us a message on Facebook or Instagram at least three (3) days before your usual AutoDelivery order is shipped out. We will contact you for any changes in fees. Thank you!
Will I receive a notification before my next AutoDelivery order?
Definitely! You'll receive an email 3 days before your recurring order is placed automatically.
Please make any necessary adjustments within 24 hours of receiving the notice to ensure they are applied.
AutoDelivery orders are automated and will retry every 48 hours in case of payment errors.
After three attempts, the recurring order will be skipped. We are not responsible for bank fees due to failed transactions.
Will your AutoDelivery subscription fees change?
Our goal is to provide consistent pricing for your AutoDelivery. However, in rare cases, unforeseen circumstances may necessitate a price adjustment. We understand this can be disruptive, so here's what we commit to:
- Transparency: We will notify you well in advance of any price increases. This notification will be sent via email and will clearly outline the new pricing and effective date.
-
Grace Period: You will benefit from a 2-month grace period after the notification. This allows you to adjust your budget or cancel your subscription before the new price takes effect.
5. feeding guides and nutritional information
Is Kooky Kibble grain-free?
For dogs, we offer both grain-free and with-grain options for adult dogs. Shop it here.
For cats, we offer both grain-free and with-grain options for cats of all life stages. Shop them here.
How do I switch my dog or cat to Kooky Kibble?
Transitioning your pet to Kooky Kibble is easy! Gradually mix increasing amounts of Kooky Kibble with your pet's current food over 7-10 days until fully transitioned.
Is Kooky Kibble safe for dogs and cats?
Yes, Kooky Kibble is formulated to meet the nutritional needs of both dogs and cats, providing a balanced diet for optimal health.
Is Kooky Kibble certified by the AAFCO?
Yes, all the pet food formulas used in making Kooky Kibble meet the AAFCO standards for adult dogs and cats of all life stages.
Is Kooky Kibble for puppies?
Our Kooky Kibble dog food is formulated for Adult Dogs only. Puppies need breed-specific levels of protein and fat to support their growing needs. Since Kooky Kibble is made with a blend of different pet food formulas, we cannot guarantee each blend will have the appropriate amount of nutrients needed for a growing puppy. Once your pup is ready to transition to adult food, we hope you'll give Kooky Kibble a try!
Is Kooky Kibble for kittens?
Our Kooky Kibble cat food is formulated for cats of all life stages. If you have a weaning kitten, please keep in mind that weaning kittens need age and breed-specific levels of protein and fat to support their growing needs. Since Kooky Kibble is made with a blend of different pet food formulas, we cannot guarantee each blend will have the appropriate amount of nutrients needed for a weaning kitten. Once your kitten is fully weaned and ready to transition to dry food, we hope you'll give Kooky Kibble a try!
Is Kooky Kibble safe for dogs or cats with allergies?
Since Kooky Kibble is made from a medley of broken or misshapen kibble from different pet food formulas, this means it is made with a blend of different premium proteins and natural ingredients. We cannot guarantee that your dog or cat might not have an allergic reaction to the ingredients. If you know which specific ingredients are safe for your pet, take a look at our list of ingredients here:
Grain-Free Dog Food for Adult Dogs:
Meats (Lamb, Beef, Venison or Kangaroo), Fish (Salmon or Ocean Fish), Poultry (Duck, Turkey or Chicken), Meat Meals, Animal Fat (for Omega-6 fatty acids), Vegetables (Peas, Potatoes or Tapioca), Superfoods (Flaxseed, Apples, Cranberries, Blueberries, Kelp, Spinach, Turmeric), Natural Flavour, Brewers Dried Yeast, Minerals, Taurine, DL-Methionine, Vitamins, Natural Preservatives (Mixed Tocopherols for added freshness, Rosemary Extract, Tea Extract, Spearmint Extract)
Dog Food with Grains for Adult Dogs:
Meats (Lamb, Beef, Venison or Kangaroo), Fish (Salmon or Ocean Fish), Poultry (Duck, Turkey or Chicken), Meat Meals, Animal Fat (for Omega-6 fatty acids), Vegetables (Peas, Potatoes or Tapioca), Superfoods (Flaxseed, Apples, Cranberries, Blueberries, Kelp, Spinach, Turmeric), Natural Flavour, Brewers Dried Yeast, Minerals, Taurine, DL-Methionine, Vitamins, Natural Preservatives (Mixed Tocopherols for added freshness, Rosemary Extract, Tea Extract, Spearmint Extract)
Grain-Free Cat Food for Cats of All Life Stages:
Meats (Lamb, Beef, Venison or Kangaroo), Fish (Salmon or Ocean Fish), Poultry (Duck, Turkey or Chicken), Meat Meals, Animal Fat (for Omega-6 fatty acids), Vegetables (Peas, Potatoes or Tapioca), Superfoods (Flaxseed, Apples, Cranberries, Blueberries, Kelp, Spinach, Turmeric), Natural Flavour, Brewers Dried Yeast, Minerals, Taurine, DL-Methionine, Vitamins, Natural Preservatives (Mixed Tocopherols for added freshness, Rosemary Extract, Tea Extract, Spearmint Extract)
Cat Food with Grains for Cats of All Life Stages:
Meats (Lamb, Beef, Venison or Kangaroo), Fish (Salmon or Ocean Fish), Poultry (Duck, Turkey or Chicken), Meat Meals, Animal Fat (for Omega-6 fatty acids), Vegetables (Peas, Potatoes or Tapioca), Superfoods (Flaxseed, Apples, Cranberries, Blueberries, Kelp, Spinach, Turmeric), Natural Flavour, Brewers Dried Yeast, Minerals, Taurine, DL-Methionine, Vitamins, Natural Preservatives (Mixed Tocopherols for added freshness, Rosemary Extract, Tea Extract, Spearmint Extract)
If your pets are not allergic to any of these ingredients, consider slowly mixing in Kooky Kibble with their current pet food over 7 days. This way you can monitor your pet’s initial reaction to the new blend.
Can I feed Kooky Kibble to dogs or cats with medical conditions (diabetes, renal care, etc.)?
Since Kooky Kibble is sustainably made using a blend of different pet food seconds, we do not recommend it for dogs or cats with specific health conditions, such as diabetes, renal care, or other medical needs. This is because each batch of Kooky Kibble will have varying levels of protein, fat, and other nutrients per batch.
Is Kooky Kibble good for dogs or cats that are picky eaters?
Our picky pet customers love Kooky Kibble and your picky eater might love our food too! Since Kooky Kibble is made from a medley of broken or misshapen kibble from different pet food formulas, this means each bag will be a buffet of flavours that pets love. If your other pets do not have any unique dietary needs, you can consider mixing Kooky Kibble with their favourite pet food. This way, it helps keep daily meals new and interesting for your pets while still staying pocket-friendly for you.
Does Kooky Kibble taste different with every batch?
Yes, since Kooky Kibble is made up of a medley of broken and misshapen kibble from different pet food formulas, this means the taste of each batch will vary from time to time. We cannot guarantee the taste will be consistent with every batch, but please rest assured that Kooky Kibble is always healthy and safe for your pets to eat. We recommend allowing more time for your pet's tummy to transition between each batch. The best way to transition is to slowly mix the new food with the current food in 25, 50, and 75% increments across 7 days.
This way, your pet's tummy has an easier time adjusting to the varying quantities of natural ingredients used per batch. If your pets prefer a more consistent flavour experience with every feeding, you may want to consider mixing Kooky Kibble with another pet food. This way, it helps keep daily meals taste more consistent for your pets while still staying pocket-friendly for you.
How much Kooky Kibble do I feed my dog?
Here are two ways you can check our feeding guide for dogs!
1. You may refer to the feeding guide on the bag.
2. Visit our website here, select the product you purchased, and scroll to the very bottom of the page to see the feeding guide.
If you have any specific questions, please feel free to send us a direct message on Facebook or Instagram. Our team of animal nutritionists are happy to help!
How much Kooky Kibble do I feed my cat?
Here are two ways you can check our feeding guide for cats!
1. You may refer to the feeding guide on the bag.
2. Visit our website here, select the product you purchased, and scroll to the very bottom of the page to see the feeding guide.
If you have any specific questions, please feel free to send us a direct message on Facebook or Instagram. Our team of animal nutritionists are happy to help!
Do you have a low fat food, a low protein food, a high protein food or a high fat food option?
If your pet requires a special diet that requires fixed levels of nutrients, we do not recommend switching them to Kooky Kibble. Since Kooky Kibble is made from a medley of broken or misshapen kibble from different pet food formulas, we cannot guarantee that the levels of proteins and fat will be consistently the same with every batch.
How do I store Kooky Kibble?
If your pet needs some time to crunch through their bag of Kooky Kibble, we do recommend decanting the kibble into smaller, airtight containers. This will help extend the food's shelf life and help prevent overexposure to air, heat, and moisture.
Here's a quick guide to help you determine what works best for you and your pets:
If you prefer dry storage:
1. Keep the food in its original bag and store the bag in an airtight container, preferably food-grade plastic or stainless steel. (The bag helps add another layer of protection.)
2. Keep this container away from direct sunlight, humid areas, extremely cold or warm areas, and away from household chemicals.
If you want to freeze the food:
1. Decant the kibble into airtight Ziploc bags and store the bags in an airtight container in the freezer.
2. Portion the food into daily meal rations and defrost as needed. This way you only defrost what you need per day, preventing the rest of the food from spoiling from the constant exposure to air and moisture.
3. Remove as much air as possible from each Ziploc bag. (Using small Ziploc bags will make this easier.)
If you do treat your pet to a bag of Kooky Kibble, please remember to gently transition your pet to the new food. Add the new food to your pet's current food in 25%, 50%, and 75% increments over 7-10 days. This helps their tummy slowly adjust and allows you time to observe whether your pet takes well to the new food. We hope this helps you decide if you'd like to give our food a try! Please feel free to reach out for any further questions. We'd love to hear more about your pets too!
How many calories are in your dog food?
Our grain-free and with-grain adult dog food is typically 3,250 to 3,800 kcal per kilogram. If your dogs have high energy needs, such as farm dogs, we recommend feeding a little more than the recommended feeding guide for their weight class. This way, you can trial how much to feed them regularly until both you and they are satisfied. Hope this helps! We'd love to see your dogs in action one day!
If your dogs have high energy needs, such as farm dogs, we recommend feeding a little more than the recommended feeding guide for their weight class.
This way, you can trial how much to feed them regularly until both you and they are satisfied. Hope this helps! We'd love to see your dogs in action one day!
What percentage of protein comes from animal ingredients?
Since Kooky Kibble is made up of a medley of broken and misshapen kibble from different pet food formulas, we cannot provide specific percentages of how much crude protein is sourced from meat, meal, or vegetables.
Here are the typical nutrient analyses of each recipe:
Grain-free dog food for Adult Dogs:
Crude protein 18-40% Crude Fat 8-20% Crude Fibre (Max.) 7.5% Moisture (Max.) 10%
Dog food with Grains for Adult Dogs:
Crude protein 18-40% Crude Fat 8-20% Crude Fibre (Max.) 7.5% Moisture (Max.) 10%
Grain-free cat food for Cats of All Life Stages:
Crude Protein 30-45% Crude Fat 10-20% Crude Fiber (max) 6% Moisture (max) 10%
Cat food with Grains for Cats of All Life Stages:
Crude Protein 30-45% Crude Fat 10-20% Crude Fiber (max) 6% Moisture (max) 10%
Why does your grain-free dog food packaging have grains in the ingredients list?
Please rest assured that our grain-free Kooky Kibble dog food is grain-free. We are actually recycling an old design of our new packaging. We will reprint this to the correct ingredients list once our old bags are depleted so we don't cause any unnecessary wastage. Our apologies for any confusion!
May we please request a photo of the bar code and batch code at the bottom of the bag? We will share this with our team for corrections to prevent any misunderstandings in the future.
Please send this photo via email sayhello@kookykibble.co.nz or via direct message on Facebook or Instagram. Thank you!