SHIPPING AND RETURNS

Shipping to the USA - February 18th 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. 

Important Information - All orders shipping to the UK

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

    Order Value Delivery Costs

    Germany

    3 - 7 business days*

    0€ - 69€ 2,99€
    69€ + Free DHL Economy or similar

    Europe

    5 - 10 business days*

    0€ - 29€ 5,99€
    30€ - 98€ 9,99€
    99€ + Free DHL Economy
    Europe: Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Greece, Greenland, Holy See (Vatican City State), Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia (Rep.), Malta, Moldova Republic, Monaco, Montenegro,The Netherlands, Norway, Poland Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom

    Int. Zone 1

    15 - 20 business days*

    0€ - 29€ 5,99€
    30€ - 98€ 9,99€
    99€ + Free DHL Economy
    International Zone 1: Algeria, Egypt, Georgia, Israel, Lebanon, Libya, Morocco, Russian Federation, Syrian Arab Republic, Tunisia, Turkey

    USA & CANADA**

    28 - 40 business days* - (Delays due to current COVID-19 restrictions)

    0€ - 29€ 5,99€
    30€ - 98€ 9,99€
    99€ + Free DHL Economy

    Rest of World 

    45 + business days*

    0€ - 29€ 5,99€
    30€ - 98€ 9,99€
    99€ + Free DHL Economy


    *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 www@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 - 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

    DOG BED SIZE BY BREED

    What Do My Pets Sleeping Habits Tell Me?

    No one knows your dog better than you. Observe their sleeping habits, do they like to snuggle under the covers or into blankets and pillows? Do they like to curl up when they sleep? Do they like to stretch out?

    If they like to take up lots of room when they sleep, or they twist and turn and move around whilst dreaming the night away, you might want to size up. If your dog likes to sleep curled up, they should have plenty of room in the recommended size bed for their weight. Pay attention to the cave opening height measurement, as particularly tall dogs might like a larger size.

    Terrier and hunting breeds are especially happy in small covered spaces. The KONA CAVE® Snuggle Cave Dog Bed fulfills all their natural sleep instincts.

    Dimensions of the Snuggle Cave Bed

    Dimensions of the KONA CAVE<sup>®</sup> Snuggle Cave Bed

    Dimensions of the Bolster Bed

    KONA CAVE® Bolster Bed Dimensions

    Bed Sizes by Dog Breed

    In addition to cats, the following dog breeds love the KONA CAVE® Snuggle Cave Bed

    SMALL BEDS
    Best for cats & dogs up to 10kg (22 lb)
    MEDIUM BEDS
    Best for dogs up to 20kg (44 lb)
    LARGE BEDS
    Best for dogs up to 40kg (88 lb)
    Bichon Frise
    Brussels Griffon
    Chinese Crested
    Dachshund (Mini)
    French Bulldog (Small)
    German Spitz (Small)
    Havanese
    Italian Greyhound
    Jack Russell Terrier
    Japanese Spitz
    Maltese
    Miniature Pinscher
    Pomeranian
    Poodle (Toy, Mini)
    Portuguese Podengo (Mini)
    Pug
    Terrier Family:
    Australian, Border, Boston, Brazilian, Cairn, Fox, Norfolk, West Highland, Rat (Mini), Yorkshire, etc.
    Basenji
    Beagle
    Border Collie
    Bull Dog
    Cavalier King Charles Spaniel
    Corgi
    Dachshund (Standard)
    Danish Swedish Farmdog
    French Bulldog (Standard)
    German Spitz (Medium-Large)
    Griffon (Small Breeds)
    Harrier
    Miniature Bull Terrier
    North American Shepherd
    Parson Russell Terrier
    Portuguese Podengo (Medium)
    Rat Terrier (Standard)
    Scottish Terrier
    Shiba Inu
    Whippet
    Afghan Hound
    Australian Shepard
    Basset Hound
    Boxer
    Bull Terrier (Standard)
    Dalmatian
    Doberman Pinscher
    Greyhound Family:
    Hungarian,Saluki, Sloughi, Spanish, etc.
    Griffon (Medium/Large Breeds)
    Hounds (Large Breeds)
    Labrador
    Pit Bull Terrier
    Pointer
    Portuguese Podengo (Large)
    Staffordshire Bull Terrier
    Standard Poodle
    Vizsla
    Water Dogs
    Weimaraner


    Sizing Tips