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Category cat1 food
Category cat24 treats
Category cat23 chews
Category cat22 lounging
Category cat15 cages
Category cat16 accessories
Category cat8 hammocks
Category cat12 dreamy sleeping bags
Category cat11 health
Category cat21 beauty/hygiene
Category cat31 pre-mades
Category cat18 travel & bond
Category cat6 toys
Category cat34 hector & florence
Category cat5 humans
Category cat35 pouchies
Category cat33 hedgehogs

 
 
 
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 courier tariffs and calculated on weight. Then a small percentage is added to cover the costs of packaging material and labour. 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.

Email is our preferred form of communication, however if you prefer, contact us by telephone on 01935 804646, from Monday to Friday, between 10.30 am and 5.30 pm excluding Bank holidays. The phone is not answered outside those times.

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.

Q - I have a problem checking out: I can't confirm my details or add products to my cart.?
A - Please make sure that your address does not contain any commas, apostrophes, etc. To fix this, go to your account and remove punctuations from your address.

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. ?
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 don't seem to be accepted by certain email providers. Please email us and we will send you your password as soon as we can.

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 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. We can recommend some rescues or breeders in your area, but we ourselves only have rescue rats and we don't breed nor sell rats.

Q - Do you ship to Russia??
A - Yes! We have started shipping to Russia again, but only by recorded post. This is due to several problems (including long delays and losses) with the Russian Mail service. Simply select Russia from the country list by clicking on the Change link at the top right of the site.

Q - Do you offer next day delivery?
A - As I run the shop on my own, it is impossible for me to offer next day delivery as a standard service. I can however make the odd exception under certain circumstances and rush an order if it is for health products. Simply 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 in time for my business collection which is usually mid-afternoon.

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, direct cash payment in our bank account in any HSBC branch, as well as postal orders. Telephone payments and cheques are no longer accepted.

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 - Can I get freebies when I order?
A - No - because we keep our prices low, you can buy everything your ratties need without breaking the bank.

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 our contact page to give us the specifics and we will send you the prices. Please note that custom orders are not refundable.

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. Before you place your order, it is your responsibility to make sure that your country allows the product you want to purchase. In the event you ordered a restricted or prohibited item in your country and it were to be confiscated or destroyed at customs, 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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