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food |
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treats |
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pi'rats |
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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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cages |
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travel |
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toys |
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books |
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humans |
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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 City Link tariffs and calculated on weight. A a small percentage is added to cover the costs of packaging and then 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.
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 £9.40 (incl. VAT) for that service, which is what our courier charges us. 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.
PLEASE NOTE - It is very important that you give an address at which someone 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 - Do you deliver large and heavy orders?
A - Yes we deliver heavy items by courier.
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 - What are Squeek! Points?
A - They are The Rat Warehouse reward points. Our Squeek! Point System is currently not fully implemented for you to spend the points but it is adding up points in our system and although you cannot currently see them, you are gaining points for each pound you spend on merchandise. When it is made functional, you will be able to see and spend your Squeek! Points.
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 very economical as the shipping would cost a lot.
If your question is not listed, please Contact Us.
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