SHIPPING POLICY

This Shipping & Delivery Policy forms part of the Terms and Conditions of Aurora Feline Inc. (“the Company”, “we”, “us”, “our”). By placing an order through www.sisalhaven.com, you agree to be bound by the terms outlined below.

1. Order Processing Time

All orders undergo a formal processing and quality assessment period before dispatch.

• Processing Duration: Please allow 2-3 working days (Monday to Friday, excluding Canadian public holidays) for your order to be prepared for shipment.
• Inventory Source: All products are dispatched directly from our central distribution centre located at:Aurora Feline Inc. Suite 210, 938 Howe Street, Vancouver, BC V6Z 1N9, Canada

2. Shipping Destinations and Estimates

We provide international carriage primarily to customers located within Europe and the United States. We partner with premium logistics providers, including DHL Priority, FedEx, and UPS, to ensure a reliable transit process.

• Estimated Transit Time: Following the processing period, delivery typically requires 7-12 working days.
• Service Level: All shipments are dispatched via Priority services to maintain consistent transit standards across international borders.

3. Order Tracking and Notifications

To maintain full transparency regarding the movement of your consignment, our system provides automated updates. Notifications will be sent to the email address provided at the time of purchase during the following milestones:

1. Order Dispatch: Confirmation that the parcel has left our distribution centre.
2. Logistics Hub Arrival: Notification when the parcel reaches a major transit point.
3. Local Delivery: Notification when the parcel is assigned for final delivery to your address.

4. Delivery Delays and Investigation

While we strive to meet all estimated timelines, international transit may occasionally be subject to external factors such as customs inspections or regional logistics congestion.

If a shipment exceeds the standard delivery window, the following protocol applies:

• Inquiry: Upon notification of a delay, we will initiate a formal investigation with the respective carrier (DHL, FedEx, or UPS).
• Resolution: Investigations typically require 5-7 working days. Following the carrier’s formal report, we will, at our discretion and based on the specific circumstances, arrange for either a full restitution (refund) or a replacement shipment at no additional cost to the customer.

5. Customs, Duties, and Taxes

For orders delivered to the European Union and the United States, please be advised:

• Import Obligations: The recipient is the importer of record and must comply with all laws and regulations of the destination country.
• Charges: Orders may be subject to import taxes, customs duties, and fees levied by the destination country. These charges are the responsibility of the customer. Aurora Feline Inc. has no control over these charges and cannot predict their specific amount.

6. Delivery Address Accuracy

The customer is responsible for providing a complete and accurate delivery address. We are unable to redirect packages once they have been dispatched.

• Liability: Aurora Feline Inc. shall not be held liable for failed deliveries resulting from incorrect or incomplete address information provided by the customer.
• Undeliverable Packages: Should a package be returned to our Vancouver centre due to an incorrect address or failure to collect, any subsequent shipping costs for re-delivery will be borne by the customer.

7. Transfer of Risk

In accordance with standard commercial practices, the risk of loss and title for items purchased from Sisalhaven pass to the customer upon delivery by the carrier to the address provided in the order.

8. Contact Information

For enquiries regarding the status of a shipment or to report a delivery issue, please contact our support team:

• Entity: Aurora Feline Inc.
• Email: supplies@sisalhaven.com
• Telephone: +1 (604) 330-7416
• Address: Suite 210, 938 Howe Street, Vancouver, BC V6Z 1N9, Canada