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Orders are usually prepared within 1 to 3 business days. Delivery estimates begin after dispatch: 7 to 10 business days for the United States, United Kingdom, Australia and Europe, and 7 to 15 business days for Canada. These times are estimates, not guarantees.

We mainly ship to the United States and Canada. We also ship to the United Kingdom, Australia and several European countries when the destination appears at checkout. Available options and costs are shown before payment.

Check this FAQ first for an immediate answer. If your situation needs personal help, use our contact form or email contact@bunny-banana.com with your order number. Our average response time is 24 to 72 hours.

Check your spam, junk and promotions folders first. If no order email appears, contact us with the name, email address and delivery address used at checkout so we can locate the order.

Your first email confirms that we received the order. Subject to applicable law, the order is accepted when we confirm its shipment. Before dispatch, an order may be refused or cancelled for a legitimate reason such as an unauthorized payment, suspected fraud, an unavailable product or an unsupported destination; any amount already paid would be refunded.

An order may be sent in more than one parcel. When that happens, each parcel can have its own tracking information.

Tracking is emailed as soon as the order ships and a tracking number is available. You can also use our order tracking page. The first carrier update may take a little time to appear.

If tracking stays unchanged for several business days or your parcel is well beyond its estimated delivery window, contact us. We will review the situation and may open an investigation with the carrier.

We may open a carrier investigation and wait for its result before offering a solution. If the carrier confirms a loss or delivery error, we will send an identical replacement at our expense. If no replacement is available, we will refund the affected order, including its delivery charge.

Check around your home and with household members and neighbors, then contact the local carrier. Contact us within 3 days of the delivery date shown in tracking. We may request additional information or a signed statement and review carrier evidence such as a photo, signature or GPS confirmation.

Contact us immediately with your order number and we will do our best, but no change can be guaranteed. Once an order is being processed or has shipped, it normally cannot be changed or cancelled, including for an address change. An incorrect or incomplete address does not automatically qualify for a refund, and reshipping costs may be charged if a parcel is returned.

Orders are shipped with import duties and taxes covered. You should not be asked for an extra customs payment at delivery. If a carrier asks for payment, contact us before paying so we can check the situation.

Free shipping on orders over US $90 applies only when the offer appears in your cart or at checkout. The available delivery options and final fees are always shown before you place the order.

To protect rabbit health, all sales are final. We do not accept returns or exchanges for a change of mind, an incorrect size, color or pattern choice, or because a bunny does not use the product—even if it appears unused. This does not limit mandatory rights for an item that is damaged, defective, incorrect, incomplete or not delivered.

Contact us as soon as possible, preferably within 3 days of delivery. Send your order number, a short explanation, clear product photos and, when the parcel is damaged, photos of the parcel and shipping label.

Keep the product and all packaging until we reply. Do not wash, alter, repair or discard anything before receiving our instructions. Never send an item back without our approval.

Our first solution is normally an identical replacement sent at our expense. If it is unavailable, we will refund the original payment method. If a replacement is available but you prefer not to receive it, we may offer store credit instead, unless applicable law requires a refund.

Damage from chewing, biting, scratching, digging, normal wear, litter accidents, misuse or care instructions not being followed is not a manufacturing defect. Bunny Banana products are not chew toys or indestructible. Supervise use and stop using a badly damaged item.

A little shrinkage during early washes can be normal. Shake and reshape the mat after washing and follow all care instructions. Depending on the batch and cut, the pattern may also run vertically or horizontally. These normal variations do not qualify for a return, exchange or refund unless a manufacturing defect is confirmed or the law requires otherwise.

Payments are handled by third-party payment providers. Your final order total and any applicable fees are displayed before you confirm the purchase.

Prices are shown in US dollars unless checkout clearly indicates another currency.

When a refund is approved, Bunny Banana sends it to the payment method used for the order. Depending on your bank, it may take 5 to 10 business days to appear in your account.

An order can be refused or cancelled before shipment for a legitimate reason allowed by law, including an unauthorized payment, reasonable fraud concern, unavailable product or unsupported destination. Any amount already paid would be refunded to the original payment method.