SHIPPING AND RETURNS

Shipping to the USA - April 2021

We have been informed by our shipping partners that due to a large backlog at ports in the US, all US bound shipments are experiencing large delays. This is in part due to new customs processes at US ports as of the beginning of this year. 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 US. 

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

Shipping to the UK has resumed, although with possible delays due to challenges at the UK border.  KONA CAVE^® is not accountable for shipping delays and is unable to offer refunds or compensation due to shipping delays.

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: 

• All orders with a value of £135.01 or more may be subject to Import VAT at a rate of 20%
• All orders with a value of £135 or less may not be subject to Import VAT, however they may be subject to VAT
• Under UK customs law, the importer (KONA CAVE® 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
• Customs Duty Exempt: as all KONA CAVE® goods are manufactured within the EU, all KONA CAVE® items should be exempt from customs duties.

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.

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.

Please note - you will be responsible for all return/exchange shipping costs, and 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 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 - please email us at woof@konacave.com.  

Questions? 

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