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christmas |
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Old Rats |
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Weight-Up Baby! |
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food |
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treats |
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chews |
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lounging |
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tiny pets |
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accessories |
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hammocks |
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sleeping bags |
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health |
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scatter & forage |
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hygiene |
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cuddle mats/blankets |
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travel & bond |
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toys |
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humans |
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clearance |
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Your FAQs
Here's a quick guide to your frequently asked questions. If you cannot find the answer, please contact us and we will answer your question and add it here.
Q - How do you work postage out?
A - Our postage is based on Royal Mail prices and calculated on weight and volume. Then a small percentage is added to cover the costs of packaging material and labour. The heavier or bulkier your parcel, the more postage will cost. The shopping cart will automatically pick the cheapest shipping for you as a default shipping method, if you require quicker shipping, you will have to change your shipping when you check out.
Q - How can I contact you?
A - You can contact us by email, by using our contact page, if you do not get a reply within 2 working days - usually less, please resend your message to sales@ratwarehouse.com You should always quote your order number if you are enquiring about an existing order as it can sometimes be very difficult to match up names with an order. Upon registration, you will get your password from us in an email. Please do NOT use that email address to email us as it is a 'no-reply' email as it will never get to us and your query will never get answered.
Email and Facebook/Instagram messages are the preferred forms of communication, however if you prefer, leave a voicemail on 01935 804646 and I will get back to you as soon as I can.
Q - Can you get my parcel delivered at a different address than the one I gave you?
A - Yes, you need to access your account details before checking out and add a shipping address. Or contact me by email to ask for a delivery address change before ordering and wait for a response to make sure your email was received and read.
Q - I have problems checking out: The shopping cart tells me my email address is already in use and I can't remember my password or creating an account. What do I do?
A - When you first used the site, a password was generated automatically and it was sent to your email address. For some reason, our automated emails get deleted by certain email providers. Please check your junk folder and see if there is an email there, if not, email us and we will send you your password as soon as we can.
Q - Do you use cotton or polycotton in your products??
A - No we do not. We use fleece and sherpa only. As tempting as it would be to provide a wider range of really cool prints, we opt to put the safety of your rats first. Having been a member of the online rat community for several years, we have seen and heard about accidents involving long fibre fabrics, such as a leg or neck caught in a chewed up cotton hammock, we prefer to stick with what is known to be safe in our own handmade products. We still put some effort into finding fleece that will brighten up your cage with style.
Q - Do you sell rats?
A - No we don't breed nor sell rats. We can recommend some rescues or breeders in your area, but we ourselves only keep rescue rats.
Q - Do you offer next day delivery?
A - I do not offer next day delivery as a standard service my parcel collection is normally the day after the dispatch date. I can prioritise an order if it is for health products but it may be collected the next day.
You can email me at sales@ratwarehouse.com and ask if something can be arranged. I will have to make sure that everything you need is in stock and that I have enough time to pack and prepare your parcel. Additional costs may apply for quick delivery if a courier is used.
Q - What methods of payment do you accept?
A - The Ratwarehouse accepts card payments via Paypal or Barclaycard card processing system. Other payment methods are bank transfers and postal orders. Telephone payments and cheques are no longer accepted.
Q - Humans with allergies (peanuts, seeds, nuts etc), should I worry?
A - Our products are packaged and blended in an environment which handles peanuts, as well as other allergens. If you have any allergies, please contact us to know if we handle certain ingredients. There is always a risk of cross contamination and we don't want to accidentally expose our customers to certain allergens.
Q - Will my ratties chew their Lounging Accessories?
A - They might do! It really depends on the individual Rattie. We have heard of Rats chewing their way through the plastic base of a cage, so nothing is rat-proof. But as our prices are so affordable, once your Ratties have "customised" their Lounging Accessory beyond recognition, you can always order more! Remember to inspect chewed hammocks and trim damaged fabric to avoid accidents and injuries.
Q - Do you do custom sized accessories?
A - Yes. Please use the contact page to give me the specifics and I will send you the prices. Please note that custom orders are not refundable.
Q - Do you ship worldwide?
A - I can ship outside the UK on request, but due to customs restrictions varying from one country to the next, there are items which are not guaranteed to pass through customs. I do send some orders overseas without problems, but I do that on a no-compensation basis in the event that the parcel is seized or destroyed by customs. If the parcel is returned, you will be refunded the cost or the items minus the original postage cost. If you accept these terms, please email me stating this and let me know what you would like. I will let you know how much shipping costs and give you the payment details.
Please note that, due to the various import laws in each country, certain products are not available for sale outside the UK. It is your responsibility to make sure that your country allows the product you want to purchase. We will not issue a partial or full refund for either the product or the shipping costs. So please check.
If your question is not listed, please Contact Us.
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