Shipping & Returns

Fauna Cove offers carefully coordinated logistics across Kenya and select East African markets (e.g., Uganda, Tanzania, Rwanda, and Burundi), with the aim of delivering your pet‑centric accessories and lifestyle pieces as swiftly and safely as possible.

All standard orders are processed within 1–2 business days after confirmation, excluding weekends and public holidays. During high‑volume periods (e.g., new launches or seasonal campaigns), processing may extend slightly, and we will notify you of any material delay.

We strive to make all domestic and regional deliveries fully insured and carbon‑conscious, using reputable couriers and logistics partners that prioritize traceability and package integrity.

Fauna Cove offers international shipping to select destinations worldwide, routed through premium global couriers. Typical international transit windows are 7–14 business days, depending on the destination country and customs procedures.

• International carriers: We partner with carriers that provide end‑to‑end tracking, secure handling, and customs documentation support.
• Customs, duties, and taxes: International customers are responsible for any import duties, VAT, or local taxes levied by their country. These charges are not included in your initial checkout total and must be paid directly to the carrier or local authority upon delivery. If customs clearance is delayed or refused, Fauna Cove cannot compensate for time lost, but we will work with the carrier to resolve issues where possible.

While we aim for a smooth cross‑border experience, we cannot guarantee specific delivery dates or timelines due to factors beyond our control (e.g., customs inspections, weather, or geopolitical events).

Certain Fauna Cove pieces are custom or made‑to‑order, crafted specifically to your specifications, including but not limited to:

• Monogrammed collars, leashes, or harnesses.
• Bespoke sizing for your pet (e.g., custom length, girth, or width).
• Hand‑selected colors, patterns, or design combinations that are not part of our standard inventory.

Because these items are individually produced, they are treated differently from ready‑made stock:

Lead Time

Custom orders typically take 3–14 business days to craft, depending on the complexity of the piece, material availability, and current workload. Upon placing your custom order, you will receive an estimated “Ready‑to‑Ship” date in your confirmation email.

Deposit and Payment

For custom orders, we require a 50% non‑refundable deposit at the time of order placement. This deposit is deducted from the final price of the product and is applied toward the total cost; the remaining balance is due when the item is ready‑to‑ship or as otherwise agreed.

Returns and Refunds for Custom Orders

Custom and made‑to‑order items are non‑returnable and non‑refundable for change‑of‑mind, styling preference, or size‑fit reasons once production has commenced. Exchanges may be considered only if the item is faulty, incorrectly manufactured, or does not match the agreed‑upon specifications (e.g., wrong size, wrong colour). In such cases, we may offer a **remake at no additional cost** or, where feasible, an exchange into a standard‑fit alternative, subject to availability.

If a custom item arrives with a manufacturing defect or was produced contrary to your confirmed specifications, please contact us within 3 days of delivery at covefauna@gmail.com, including photos and your order details. We will either remake the item or issue a full refund or store credit, at our discretion, in accordance with applicable consumer‑protection norms.

By placing a custom order, you acknowledge that Fauna Cove will proceed based on your specifications and that your pet’s comfort, fit, and style are paramount. We recommend double‑checking all measurements and design choices before finalising a custom piece.

Shipping costs for Fauna Cove orders are calculated dynamically by our shipping partners and may vary based on:

• Destination country, city, and delivery zone.
• Package weight, dimensions, and declared value.
• Service level selected (standard, express, or priority).

We do not mark up shipping fees beyond the carrier’s published rate plus any applicable insurance or handling where explicitly disclosed. If you believe a shipping charge appears incorrect, please contact us for review.

Every Fauna Cove order is assigned a tracking number once it leaves our studio. You will receive:

• A shipping confirmation email with your tracking ID and estimated delivery window.
• Optional SMS or in‑account notifications depending on your contact preferences.

Upon delivery:

• Please inspect the package for any visible damage or tampering before accepting it from the courier. If the parcel appears damaged, you may refuse delivery or request a signed note from the courier.
• If an item is lost, damaged, or never arrives, contact us within 3 days of the expected delivery date for a resolution (investigation, replacement, or refund as appropriate).

We are not liable for delays or non‑delivery that result from:

• Incorrect or incomplete address details provided at checkout.
• Carrier‑specific issues (e.g., weather, strikes, customs backlog) that are genuinely outside our control.

Fauna Cove understands that true harmony with your environment and your pet companions requires time. We provide a 7‑day return window from the date the package is marked as delivered on the tracking record.

During this period, you may:

• Return an item if it does not align with your expectations, style, or fit for your companion.
• Exchange an item for a different size, colour, or product, subject to availability.
• Request a refund if no suitable replacement is available or if you prefer not to exchange.

Our goal is to make this process as frictionless as possible while maintaining the integrity of our curated collection.

To initiate a return or exchange:

Log in and navigate

• Visit your Fauna Cove account dashboard or “My Orders” section.
• Select the relevant order and click “Start Return/Exchange” or contact our Concierge directly.

Return Assistance

• Email us at covefauna@gmail.com with:
  • Order number
  • Product(s) you wish to return or exchange
  • Reason (optional, but helpful for us)


• Our team will respond within 24–48 hours (business days) and provide:
  • A return authorisation form and any required instructions.
  • A pre‑paid, insured return label for eligible domestic returns (where available; international returns may be customer‑paid, depending on region and policy version).

Packing and Shipping Back

• Repack the item in its original packaging, including all boxes, inserts, and protective dust bags.
• Ensure all components (e.g., tags, straps, collars, leashes) are included and undamaged.
• Attach the return label clearly and ship via the designated carrier or agreed‑upon method.

To maintain the exceptional standards of the Fauna Cove collection, returned items must meet the following conditions:

• Original Packaging: Items must be returned in their original designer boxes, bags, and protective wraps, as provided.
• Pristine Condition: Products must be unused, unworn, and unwashed, with no signs of chewing, tearing, or modification. Fabric, leather, or hardware should show no permanent stains, odours, or damage.
• Tags and Labels: All security tags, swing tags, and brand labels must remain attached.
• Complete Set: For multi‑piece items (e.g., harness sets, trunks), all components must be returned together.

Returns that do not meet these criteria may be:

• Rejected outright.
• Returned to you at your expense.
• Subject to a partial refund or restocking fee, if permitted by local law and clearly communicated in advance.

Once we receive your returned item and our curators inspect it:

Inspection Window

Items are inspected within 48 business hours of arrival.

Refunds

Refunds are issued to the original form of payment used at checkout (e.g., card, M‑Pesa, integrated gateway). Processing time for refunds depends on the payment processor and bank (typically 3–10 business days), but Fauna Cove will not deduct additional fees beyond any explicitly stated restocking or international handling charges.

Exchanges

Exchanges are subject to availability and may be processed as a credit towards a future purchase.

Store Credit

Store credit is issued for items that are returned but not eligible for a refund, such as those that do not meet the acceptance criteria.

Some items are not eligible for return or exchange due to their nature or specifications. These include:

• Custom or made‑to‑order pieces that have been crafted according to your specifications.
• Items that have been used, worn, or altered in any way.
• Products that have been damaged due to misuse, neglect, or accidents.
• Products explicitly marked as “Final Sale” or “Non‑Returnable” at checkout.

Domestic Returns Within Kenya:

• For eligible domestic returns, Fauna Cove covers all costs for shipping.
• If a return is due to customer error (e.g., wrong size, change of mind on a non faulty item), we may still cover return shipping but may introduce a handling or restocking fee where clearly disclosed.

International Returns:

• For international returns, customers are responsible for the cost of shipping the item back to Fauna Cove, unless the return is due to a defect or error on our part.
• In such cases, we will coordinate with the carrier and may reimburse reasonable return costs upon inspection and approval.

Fauna Cove reserves the right to adjust this policy variant by region as needed to comply with local e commerce and consumer protection norms.

If you receive:

• A damaged item (e.g., due to transit mishandling).
• A faulty item (e.g., manufacturing defect).
• An incorrect item (e.g., wrong size, wrong product).

Please:

• Document the issue with photos or videos.
• Contact us within 3 days of delivery at covefauna@gmail.com.

We may:

• Arrange a free replacement shipped at our expense.
• Issue a full refund if replacement is not possible or desired.
• Arrange for the return of the faulty item using a pre paid label.

Fauna Cove is committed to resolving such issues promptly and fairly, in line with our dedication to quality and customer satisfaction.

Fauna Cove may update this policy to reflect changes in logistics partners, regulations, or service tiers. Any material changes will be:

• Communicated to existing customers via email or in account notification where required.
• Posted on our website with a clear “Last Updated” date.

Your continued use of Fauna Cove constitutes acceptance of the current version of this policy.