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food |
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treats |
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chews |
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lounging |
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accessories |
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hammocks |
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sleepies |
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health |
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beauty/hygiene |
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travel |
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toys |
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books |
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humans |
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Rock n Rouge |
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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 and FedEx tariffs and calculated on weight. Then a small percentage is added to cover the costs of packaging and VAT is added on top of the total. We do not make any profit on our P&P. The heavier your parcel, the more postage will cost. Our 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. We offer courier as a cheaper alternative for heavier orders such as food and litter.
Q - How can I contact you?
A - You can contact us by email, by using our contact page. 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.
You can also contact us by telephone on 01935 423454, from Monday to Friday, between 10.30 am and 5.30 pm excluding Bank holidays.
Q - Can you get my parcel delivered at a different address than the one I gave you?
A - If your Parcel was shipped by Courier and is already shipped, we can redirect your parcel but there is a charge of £5.00 (incl. VAT) for that service. If your parcel is sent by Royal mail and already posted, we cannot change the address or redirect. If your order has not been shipped already then we can change the delivery address, or you can add the address by logging in to your account and changing it there before placing your order. Please contact us about the change if you aren't sure.
PLEASE NOTE - It is very important that you give an address wheresomeone will be present to receive the parcel if you choose courier option and you cannot collect it from the depot or be in at all for a second delivery as we get charged for each returned parcel, so if your parcel is returned to us, you will be invoiced for the amount charged by our courier in addition to the cost of redelivery.
Q - What do you do for the environment?
A - At the Rat Warehouse, we try and do our best to help the environment. We do not use unnecessary excess packaging in our own products, we do not wrap our hammocks and pouches individually, we use resealable bags for our treats and we try to choose products with a minimum of packaging. We encourage you to reuse the Jiffy bags and Bubblewrap your order arrives in! We also recycle all our cardboard at a local commercial recycling facility.
Q - Do you use cotton or polycotton in your products? ?
A - No we do not. Apart from one cage accessory which is lined with denim, we use fleece 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 fiber 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 deliver large and heavy orders?
A - Yes we deliver heavy items by courier. When choosing the courier option when you check out, please make sure to provide an address where someone will be in to receive the delivery.
Q - Are your homemade treats fit for "accidental" human consumption?
A - Yes, they are made from human grade ingredients. But apart from the occasional special seasonal treats, you might find the other treats quite bland as we do not add sugar. And besides, it would just be mean to deprive your Ratties from their treats!
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!
Q - Do you do custom sized accessories?
A - Yes we do, please use our contact us page to give us the specifics and we will send you the prices.
Q - Are your handmade products tested on animals?
A - Yes! They most certainly are! If they aren't good enough for our Rats, they aren't good enough to be sold by The Rat Warehouse for your Rats. We have a furry team of quality control specialists who will reject any product not deemed worthy of the Rat Warehouse Aisles!
Q - Do you ship worldwide?
A - Yes. However, due to certain import laws we are restricted on food items so certain products are not available for sale outside the UK and EU. Also, shipping food abroad would not be viable due to high shipping costs.
If your question is not listed, please Contact Us.
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