Shipping policy

SHIPPING POLICY

Last updated: 4 August 2026

This Shipping Policy applies to purchases made from Adem Kurnaz trading as Kurnova Pets through kurnovapets.com.

SHIPPING DESTINATIONS

Kurnova Pets currently ships to:

• United Kingdom
• United States
• Canada
• Australia

We do not currently accept orders for delivery outside these destinations.

FREE TRACKED SHIPPING

We provide free tracked standard shipping on eligible orders to the United Kingdom, United States, Canada and Australia.

There is no minimum order value required unless a different condition is clearly shown on the website or during a specific promotion.

ORDER PROCESSING

Orders are normally processed within 1–2 business days after payment has been successfully completed.

Business days are Monday to Friday, excluding public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Processing may take slightly longer during busy sales periods, holidays or unusually high order volumes.

DELIVERY ESTIMATES

After processing, estimated delivery normally takes:

United Kingdom: 5–8 business days

United States: 5–8 business days

Canada: 5–8 business days

Australia: 5–8 business days

The estimated total timeframe is therefore normally:

• 1–2 business days for processing
• 5–8 business days for delivery after dispatch

Delivery estimates begin after the order has been processed and dispatched.

These timeframes are estimates and are not guaranteed delivery dates. Carrier disruption, severe weather, public holidays, customs inspections, local delivery conditions or other circumstances outside our reasonable control may occasionally cause delays.

TRACKING INFORMATION

Tracking information will be emailed to the customer after the order has been dispatched and tracking becomes available.

Tracking can sometimes take 2–5 business days to begin showing movement after a shipping label has been created.

Customers should check their email inbox and spam or junk folder for shipping notifications.

If tracking has not updated for an unusually long period, contact us at sernazuk@gmail.com with your order number.

CUSTOMS DUTIES AND IMPORT TAXES

Applicable customs duties and import taxes for orders shipped to the United Kingdom, United States, Canada and Australia are covered by Kurnova Pets.

Customers should not normally be required to pay additional customs duties or import taxes when the order is delivered.

If you are unexpectedly asked to pay a customs or import charge, contact us at sernazuk@gmail.com before making payment.

Please provide:

• Your order number
• A photograph or screenshot of the customs request
• The amount requested
• The name of the delivery provider

Taxes charged directly during checkout, such as applicable sales tax, remain part of the amount shown and paid when placing the order.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check the following carefully:

• Full recipient name
• House or building number
• Street name
• Apartment or unit number, where applicable
• Town or city
• State, province or county, where applicable
• Postal or ZIP code
• Country
• Telephone number and email address

Contact sernazuk@gmail.com immediately if you notice an error.

We will try to update the address, but changes cannot be guaranteed after processing or dispatch has begun.

If an order is returned because the customer supplied an incomplete or incorrect address, we will contact the customer to discuss redelivery or a refund. Any deduction or additional delivery charge will only be applied where legally permitted and clearly explained.

ORDER CHANGES AND CANCELLATIONS

Contact us as soon as possible if you need to change or cancel an order.

We will make reasonable efforts to help, but we cannot guarantee a change or cancellation after processing or dispatch has begun.

If the order has already been dispatched, the customer may request a return after receiving it in accordance with our Returns and Refunds Policy.

MULTIPLE PARCELS

Orders containing more than one item may occasionally be delivered in separate parcels.

Separate parcels may arrive on different days and may have different tracking numbers.

You will not be charged additional shipping costs when we choose to divide an order into multiple parcels.

DELIVERY DELAYS

Please allow the full estimated delivery period before contacting us about a delayed order.

If your order has not arrived after the estimated delivery period, email sernazuk@gmail.com with:

• Your full name
• Your order number
• Your delivery address
• Any available tracking information

We will review the tracking and contact the delivery provider where appropriate.

If we cannot supply the order within the agreed timeframe or within a reasonable additional timeframe, we will provide the cancellation, replacement or refund options required by applicable consumer law.

LOST PARCELS

If tracking suggests that a parcel may be lost, contact us at sernazuk@gmail.com.

We will investigate the shipment with the delivery provider.

Where the parcel is confirmed as lost, we will provide an appropriate solution, which may include:

• Sending a replacement at no additional cost
• Issuing a full refund to the original payment method

PARCEL MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows “delivered” but you cannot locate the parcel:

1. Check the delivery location, entrance, porch, garden and any safe place.
2. Ask other members of your household.
3. Check with neighbours or building reception.
4. Allow until the end of the delivery day, as some carriers update tracking early.
5. Contact the delivery provider using the tracking number.
6. Email us at sernazuk@gmail.com if the parcel still cannot be located.

We will review the available delivery information and assist with an investigation where appropriate.

FAILED DELIVERY AND UNCOLLECTED PARCELS

Customers are responsible for following carrier instructions when a delivery attempt is unsuccessful or when a parcel is waiting for collection.

If a parcel is returned to us because it was not collected, we will contact the customer to discuss redelivery or a refund.

Any deduction for additional delivery costs will only be made where legally permitted and clearly explained.

DAMAGED PARCELS

Please inspect your order as soon as it arrives.

If the parcel or product arrives damaged, contact us promptly at sernazuk@gmail.com and provide:

• Your order number
• Photographs of the outer packaging
• Photographs or video of the damaged product
• A description of the problem

Please retain the packaging until we have reviewed the issue.

Depending on the circumstances and your legal rights, we may provide a replacement, repair, partial refund or full refund.

REFUSED DELIVERIES

Please contact us before refusing a delivery.

An unapproved refusal may delay the return and refund process because the parcel must first be located and returned by the carrier.

Refusing delivery does not remove any legal right to cancel or return an eligible order.

DELIVERY RESTRICTIONS

Some remote areas, military addresses, parcel lockers or PO boxes may have limited delivery availability.

Where we cannot deliver to the address provided, we will contact the customer to request an alternative address or cancel and refund the order.

YOUR LEGAL RIGHTS

Nothing in this Shipping Policy excludes, restricts or replaces any consumer right or remedy that cannot legally be excluded.

United Kingdom customers retain their rights under applicable UK consumer law.

United States customers retain applicable federal and state consumer rights.

Canadian customers retain applicable federal, provincial and territorial consumer rights.

Australian customers retain all applicable rights and remedies under the Australian Consumer Law.

CONTACT DETAILS

Kurnova Pets is operated by Adem Kurnaz, trading as Kurnova Pets.

Adem Kurnaz trading as Kurnova Pets
16 Highlea Close
London
NW9 5GR
England

Email: sernazuk@gmail.com
Website: kurnovapets.com