SHIPPING AND RETURNS

SHIPPING INFORMATION

 

All orders ship from Germany.  Returns / exchanges are made to Germany at the customer's expense.  Please email us with questions before you purchase. woof@konacave.com

SHIPPING CHART

Dog Collar, Leash, Pillow Covers: (no tracking number)

Germany: €3.99 / Rest of World: €7.99

 

	Order Value	Delivery Costs
Germany 3 - 7 business days* Ships from Germany	0€ - 98,99€	3,99€
	99€ +	Free Delivery
EU - Zone 1 5 - 10 business days* Ships from Germany	0€ - 39,99€	3,99€
	40€ - 199,99€ & Support Tubes	16,99€
	200€ +	9,99 €
EU - Zone 1- Austria, Belgium, France, Holy See (Vatican City State), Italy (continental), Luxembourg, Monaco, Netherlands, Spain (continental), Sweden
EU - Zone 2 5 - 10 business days* Ships from Germany	0€ - 39,99€	5,99€
	40€ - 199,99€ & Support Tubes	19,99€
	200€ +	15,99€
Europe - Zone 2: Denmark, Estonia, Ireland, Lithuania, Poland, Portugal (Continental), San Marino, Slovakia, Slovenia, Spain (other)
Europe - Zone 3 7 - 21 business days* Ships from Germany	0€ - 39,99€	5,99€
	40€ - 199,99€ & Support Tubes	24,99€
	200€ +	29,99€
Europe - Zone 3: Andora, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Finland, Greece, Greenland, Hungary, Iceland, Italy (other), Latvia, Poland, Portugal  Romania, Serbia, Spain (Baleares, Las Palmas, Santa Cruz de Tenerife)
United Kingdom  DDU Terms SUBJECT TO IMPORT FEES, DUTIES AND VAT paid by customer Prices do not include 19% German VAT Questions about German VAT? Email us woof@konacave.com before placing your order.  7 - 14 business days* Ships from Germany	0£ - 39,99£	5,99£
	40£ - 199,99£ & Support Tubes	13,99£
	200£ +	19,99£
United Kingdom
Non-EU Europe 7 - 14 business days* Ships from Germany Questions about German VAT? Email us woof@konacave.com before placing your order.  SUBJECT TO IMPORT FEES, DUTIES AND VAT paid by customer	0€ - 39,99€	5,99€
	40€ - 199,99€ & Support Tubes	12,99€
	200€ +	Free Delivery
Non-EU Europe: Liechtenstein, Norway, Switzerland
Australia, Canada, Hong Kong, USA 3 - 12 weeks* (average shipping time for dog bed is 4-6 weeks but may take longer) Ships from Germany Orders subject to Import taxes & fees: Australia, Canada, Hong Kong There are no USA import fees	Order Value	Delivery Plus Crisis Fee
	0€ - 39,99€	5,99€
	40€ - 149,99€	14,99€
	150€ - 299,99€	19,99€
	300€ - 399,99€	29,99€
	400€ - 479,99€	34,99€
	480€ +	39,99€
Other 14 - 90 business days* Ships from Germany SUBJECT TO IMPORT FEES, DUTIES AND VAT  Brunei, China (Beijing), Japan (Tokyo), Macao SAR, Malta, New Zealand, Singapore, Qatar, UAE	Order Value	Delivery Charge
	0€ - 148,99€	19,99€
	149€ - 199,99€	24,99€
	200€ - 299,99€	34,99€
	300€ - 399,99€ 400 +	44,99€ 64,99€

 Don't see your shipping country? Email us at: woof@konacave.com

*Please note that the quoted shipping times are estimated and are based on the latest information as provided by our shipping partners.  KONA CAVE® endeavors to ship all orders as quickly as possible. Once packages have been handed to our shipping partners, delivery times are at the sole discretion of the delivery partner. We are therefore unable to guarantee these estimates. KONA CAVE® is not accountable for shipping delays and is unable to offer refunds or compensation due to shipping delays.

 

GERMANY & EU

We endeavor to process orders as quickly as possible.  Orders usually ship within 2-3 business days. 

 

UK ORDERS AND BREXIT

Please email us at woof@konacave.com BEFORE placing your order to request to have the 19% German VAT removed from your invoice. 

Following Brexit, all orders shipping to the UK may now be subject to customs fees, Import VAT and handling fees. The current information, as provided by HMRC here, suggests the following:

• Under UK customs law, the importer (you/customer) is legally responsible for paying the Import VAT when the goods are received
• Royal Mail (or carrier) may charge a handling fee to cover the costs for carrying out customs procedures, which includes paying any Customs Duty or Import VAT due and collecting it from you. This fee is the responsibility of the importer (KONA CAVE® customer). These fees are at the sole discretion of the carrier / processor and KONA CAVE® has no influence over these handling fees

Any and all fees, duties and Import VAT imposed at the UK border are the sole responsibility of, and payable by, the customer.

You can find out more about Import VAT and other charges on shipments being imported to the UK at the HMRC website here: 

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

Any orders returned to KONA CAVE® due to unpaid fees, duties or taxes from the UK will incur a 29,99€ Return Shipment, Documentation & Processing Fee. This fee will be deducted from any refund due.

By placing an order with KONA CAVE® you agree to the terms outlined above.

 

All returns and exchanges need to be shipped to Germany at the customer's expense.  International exchanges are complicated, costly and timely due to the new Brexit regulations.

 

KONA CAVE® cannot refund any fees of VAT on returned or exchanged products. 

Let us help you save time and trouble and to avoid costly returns and/or exchanges. If you have questions, email us, w'ere happy to help. woof@konacave.com

 

NORTH AMERICA 

All items ship from Germany.

Current shipping times to North America can range from 1-2 weeks for accessories / small items and up to 8 weeks for Snuggle Cave Beds.  

As of May 2024 the average transit time is approximately 4-5 weeks (but may take longer).

Additionally, North America imposed a Crisis Fee on all non-essential items entering their countries in 2020 and they continue to impose these fees.  Unfortunately, we have had to add this non-refundable Crisis Fee to all orders shipping to the North America.  Thank you for your understanding. 

Delivery times to North America:

Due to the size of our dog beds, they are shipped to North America via ship. 

You can track your order here:  DHL / English 
Once your order arrives in the USA, enter your tracking number here: USPS Tracking

Please note that custom clearance information in the USA is not always up to date. We have been experiencing issues with shipments not being scanned correctly upon port clearance, resulting in shipments being forwarded without live tracking updates. This means that it is possible that your package has cleared customs and is on its way to you, but is still showing at the customs office.  USPS and DHL are working to resolve these issues, and we will continue to keep you up to date when we have new information. 

Returns / Exchanges from USA / North America

Please note that shipping costs back to Germany are extremely expensive and can even cost more than the product itself. We highly recommend that if you have any questions about size or color, you email us before buying - as returns and / or exchanges are cost prohibitive. 

 

Crisis Fees:
North America has imposed a Crisis Fee to all non-essential goods entering the US and Canada.  Therefore. All orders shipping to North America from Europe now include the cost of a non-refundable Crisis Fee. 
We are terribly sorry.

By placing an order from our online KONA CAVE® store, you agree to accept the estimated delivery times and fees. 

Thank you for patience and understanding during these unique and challenging times.

 

SWITZERLAND

Please email us at woof@konacave.com BEFORE placing your order to request to have the 19% German VAT removed from your invoice. 

European shipping times apply.

Meineinkauf.ch may be able to help you save time and money.
(KONA CAVE®/Happy Hanalei GmbH has no affiliation with Meineinkauf.ch or any of its subsidiaries.)

 

GET HELP BEFORE YOU PLACE YOUR ORDER

Let us help you save time and trouble and to avoid costly returns and/or exchanges!

International return shipping costs are extremely expensive and should not be considered an option. 

Want to learn more about your pet's sleeping instincts and why they want a Snuggle Cave Bed?
Check out Why a Snuggle Cave Bed 

Bed Size questions by breed? 
Check out our handy Size Chart by Breed

Bed size inspiration through photos?
Check out our Photo Gallery

Want to know if the Snuggle Cave Bed is right for your pet? 
Check out our FAQ page.

Any other questions?
We are we are here to help!  Please email us at: woof@konacave.com

KONA CAVE® cannot refund any fees of VAT on returned or exchanged products. 

 

RETURNS AND EXCHANGES

IMPORTANT: All returns must be shipped to our offices in Germany.  All return shipping costs are the responsibility of the customer. 

International return shipping costs are extremely expensive and should not be considered an option. 

Let us help you save time and trouble and avoid costly returns and/or exchanges.  Email us with any questions:  Woof@konacave.com

 

RETURNS

To be eligible for a return from KONA CAVE®/Happy Hanalei GmbH, you must have purchased your item directly from www.konacave.com/.de.  If you did not purchase your KONA CAVE® directly from www.konacave.com/de, you must contact the store in which you purchased your bed to request an exchange or refund.

International return shipping costs are extremely expensive and should not be considered an option. 

You may return or exchange any unused item within 14 calendar days of receipt. To be eligible for a refund, the returned item(s) must be clean, unused and in the same saleable condition that you received them.  

 

KONA CAVE® is unable to refund any additional shipping fees, import fees and / or Crisis Fees paid on returns or exchanges. 

You must contact us via email at woof@konacave.com PRIOR to shipping any goods back, to let us know if you would prefer a return or exchange and why your item did not meet your expectations.

Once we receive your email, we will issue you a return authorization number and provide you with the return address.  Please note that based on your location, the return address may be different than the original shipping address.

Remember, you must return your clean, unused item(s) in the original packaging with the hang tags attached to Germany. 

Please note - you will be responsible for all return/exchange shipping costs to Germany.  It is advised that you purchase sufficient postal insurance from a provider of your choice to cover the full value of your exchange/return, as KONA CAVE® is unable to reimburse returns or exchanges that go missing or get damaged in transit. It is advisable to retain your proof of postage until you have received your refund. In addition, if you paid international shipping or expedited shipping fees, these costs are non-refundable. If you receive a refund, the cost of return shipping (if charged back to KONA CAVE®) will be deducted from your refund.

EXCHANGES

Please see above RETURN information and let us know for which size and product you would like to exchange your purchase.

CANCELLATIONS

We endeavor to ship all orders as quickly as possible. Once an order has been processed for dispatch we are unable to cancel it.  Not to worry - we offer 14 day returns.

STILL HAVE QUESTIONS?

We want to help!  Contact us at woof@konacave.com