Product & Sizing
Are Fernva products only for Maine Coons?
No. Fernva selects products with Maine Coons and other larger or long-haired cats in mind, but suitability depends on the individual cat's measurements, behaviour and needs.
How do I choose the right size?
Measure your cat and compare every relevant measurement with the usable dimensions and adjustment range on the product page. Do not rely on breed name, model photographs or weight alone. See the Size & Fit Guide.
Does Fernva guarantee that a product will fit every Maine Coon?
No. Maine Coons vary considerably. If a critical dimension or load rating is missing, contact us before ordering.
How are products selected?
We review large-cat suitability, available dimensions, materials, cleaning needs, safety information and the quality of supplier evidence. Read How Fernva Selects Products.
Orders & Payment
Which currency is used?
Fernva displays prices in Australian dollars (AUD) for the Australian market unless the checkout clearly shows otherwise.
Which payment methods are available?
The payment methods currently available are shown securely at checkout. Fernva does not receive your complete card details.
Can I change or cancel an order?
Contact us within 12 hours. We will try to help if fulfilment has not started, but changes cannot be guaranteed once supplier processing or shipping begins. See Order Changes & Cancellations.
Shipping & Tracking
Where does Fernva ship?
Fernva currently focuses on delivery within Australia. Availability and estimated delivery information are shown at checkout and in the Shipping Policy.
When will I receive tracking?
Tracking is emailed when it becomes available. The carrier may need additional time to display the first scan.
Can one order arrive in several parcels?
Yes. Products fulfilled from different facilities may be shipped separately. Each available tracking number will be supplied.
What if tracking says delivered but I cannot find the parcel?
Within 48 hours, check safe places, household members, neighbours, building management and the carrier. Then contact Fernva with the order number so the available delivery information can be reviewed. See Track Your Order.
Returns & Refunds
Can I return an item if I change my mind?
Review the Return & Refund Policy and contact us before sending anything. We will provide the correct authorised return address for the order. Original shipping charges are not refunded for a change-of-mind return unless required by law.
Do you charge a restocking fee?
Fernva does not apply a restocking fee under the stated returns arrangement. Return shipping responsibility and eligibility depend on the reason for return and applicable consumer law.
What if an item is faulty or not as described?
Contact us with your order number, a description and clear photographs where appropriate. Rights under Australian Consumer Law are not limited by Fernva's voluntary returns policy.
FERNVA 30
What is FERNVA 30?
FERNVA 30 is a free, structured 30-day care programme with short tasks covering coat, body, hydration, home setup, fit, safety and routine observation.
Is the FERNVA 30 planner free?
Yes. Subscribers receive access to the online Care Hub and the downloadable printable planner described on the signup page.
Is FERNVA 30 veterinary advice?
No. It supports routine owner observation and organisation. It does not diagnose, treat or replace veterinary care.
Product Safety
What should I do if a product is damaged?
Stop using it immediately and keep loose parts away from pets and children. Follow the manufacturer instructions and contact Fernva if the issue relates to an order.
Can a cooling mat replace other heat precautions?
No. Provide fresh water, airflow, shade and access to a cooler area. Stop using any mat that is torn, punctured or leaking.
Where can I find category-specific safety advice?
Read Product Safety & Care for cooling mats, fountains, grooming tools, cat furniture and toys.