FAQ'S

Here are some questions we frequently are asked which you may find useful.

 

How do I contact you?

Please email us  [email protected]

 

How long does delivery take?

Delivery to UK Mainland is usually next working day if orders placed by 1pm, this is if fastshipping is selected, large cages take up to 3 (but usually 2) working days, smaller cages 1 working day. Highlands deliveries up to 5 working days. Economy shipping is within 5 working days

Over seas takes between 2 and 5 working days. Cages cannot be shipped over seas or to Highland areas, neither can large items such as java trees. Over seas shipping currently suspended

 

What should I do if my parcel arrives damaged?

You must sign for the parcel as damaged and contact us by email with images of the damage. If Cages arrive and they are badly damaged you should refuse the delivery.

 

What should I do if I order something wrong and want to return it?

No problem, return it to the address on the top of the invoice, Three Penny House, Mill Lane, Fulletby, Horncastle, Lins, LN9 6BJ, also found on the contact us form. It must be in original packaging and unused with original labels. We recommend taking insurance against loss or damage.

 

Can I pay using Paypal? 

Yes, at the checkout there are 2 options. You can either pay through Paypal or select Card SagePay now Opayo to pay using credit/debit cards. We also accept American Express

 

What is Sagepay?

Sagepay is a secure card processing terminal. Regulated and governed you do not need an account to pay with sagepay it is merely an option you should select if you wish to pay using a credit or debit card. It will bring up a screen for you to securely input your card details which are not stored and we do not have access to

 

Can I have my order shipped to a different address to my billing address?

Yes, at the checkout there is a section for shipping address, this can be to a work place, neighbour etc

Why am I charged VAT?

VAT is charged on all goods sold within the UK. We do not add VAT, we merely show you a breakdown in your cart. An item at £5 on the website will shows as £4.17 plus vat in your cart. We want to be upfront about all costs and will only ever charge the price on the website

How do I know you are a genuine company? Do you drop ship goods

Have a look at our warehouse pictures and youtube videos. These are purposely not edited, they are genuine pictures and videos of our storage areas and products. Real life videos of the products. Our food storage areas are temperature controlled purpose built. Our toys are in concrete floor double skin buildings where there is no risk of damp. Areas are sealed away from birds, vermin and wildlife. The only goods drop shipped are cages due to the over sized boxes and the need for a pallet courier. EVERYTHING else is right here. Order placed before 1pm delivered next working day.

 

The water turns colours when my pet drops toy pieces in it, is this safe?

Absolutely! It is because we use animal safe food colourings on the toys, they are water based hence they turn your pets water (and sometimes your pets) a different colour when wet

 

Why don`t you ship to my country?

It is either due to a high carriage charge or customs related reasons

 

Why am I still being charged carriage even though I am over the free carriage threshold?

It is because you need to spend the set amount on goods, ie if carriage is free over £69 so you need £69 of actual goods not inc shipping.