SHIPPING AND RETURNS

Shipping to the USA -

Update: March 2022

Due to significant USA delivery delays partnered with the Crisis Fees imposed by the US, Sleepy Fox® has stopped delivering to the US until further notice. 

Update: February 2022 

PLEASE NOTE NORTH AMERICA HAS IMPOSED A "CRISIS FEE" TO ALL NON-ESSENTIAL GOODS ENTERING THE US & CANADA.  THEREFORE, ALL ORDERS TO NORTH AMERICA NOW INCLUDE THE COST OF THE NON-REFUNDABLE CRISIS FEE.  WE ARE TERRIBLY SORRY.  

During Crisis Periods DHL reserves the right to ship all packages over a half kilo via boat, rather than air, regardless of the paid service:  “Depending on the availability of transport capacity, we reserve the right until further notice to ship US-bound parcels via ocean freight. Please note that these items may be subject to very lengthy transit times of up to 60 days.” 

Additionally, we have been informed that due to a large backlog at ports in the US, all North American bound shipments are continuing to experience lengthy clearance delays. This is in part due to global logistic issues and clearance prioritization of all medical/essential items. They are also 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 tracking may not currently accurately reflect the location of your parcel. USPS and DHL are working to resolve these issues, and we will continue to keep you up to date when we have new information.
Please allow extra shipping time for shipments to the North America - Approximately 10-12 weeks

We are very sorry, but we are unable to offer refunds or compensation due to shipping delays. Thank you for patience and understanding during these unique and challenging times. 

Shipping to the UK & Brexit

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 the 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.

Any orders returned to KONA CAVE® due to unpaid fees, duties or taxes from the UK will incur a 19,99€ Return Shipment, Documentation & Processing Fee. This fee will be deducted from any refund due.

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/government/publications/notice-143-a-guide-for-international-post-users/notice-143-a-guide-for-international-post-users.

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

Further, international exchanges are complicated, costly and timely due to the new Brexit regulations. Please reference our Size Chart by Breed or contact us at woof@konacave.com if you have any questions. 

We are unable to offer refunds or compensation due to shipping delays. Thank you for patience and understanding during these unique and challenging times. 

Shipping - All orders ship from Germany

*Please note that the quoted shipping times are estimated and are based on the latest information as provided by our shipping partners. KONA CAVE^® endeavours 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.

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

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.

Exchanges

We want you and your pet to be happy with your purchase.

To save time and trouble and avoid returns and/or exchanges, please reference our Size Chart by Breed to ensure the proper Snuggle Cave fit for your pet. If you have questions, we are here to help - email us at woof@konacave.com 🐾

Please reference our Return procedures below for exchanges.

Returns 

We want you to love your KONA CAVE^® purchase. If you don’t, we're here to help.

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

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

KONA CAVE® is unable to refund any additional paid shipping and or Crisis Fees when goods are exchanged or returned. 

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, you will be issued with a return authorization number and provided with the return address - this will be in Germany. 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 Berlin, Germany. 

Please note - you will be responsible for all return/exchange shipping costs to Germany.  It is strongly 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. 

To save time and trouble and to avoid return and/or exchange shipping costs, please reference our Size Chart by Breed to ensure the proper Snuggle Cave fit for your pet. If you have questions, we are here to help - please email us at woof@konacave.com.  

Questions? 

We love to help, please contact us at woof@konacave.com