July 17th: We will be of the country until August 10th, and our assistant Morgan will be filling orders 4 days a week while we are away - shipments will go out on Mondays, Tuesdays, Fridays, and Saturdays. Thank you for your patience! We are in Kenya and Tanzania studying the natural environment our hedgies live in!
Hi! We are a small company run by real humans. See below for info on when to expect your order, how we handle shipping delays or returns, etc.
Most important: We do not guarantee delivery dates. The mail services we offer provide expected delivery dates, but are not guaranteed.
We prepare orders for shipment every night Sunday - Thursday for shipment the following day. This does mean that if you place an order late Thursday night or on Friday, it likely won't ship out until Monday (because we don't have a mail pickup on Saturday).
With that said, when you are choosing your shipping service please understand it will probably be one (or two, if over the weekend) added business day before your order reaches the carrier. So if you choose Priority Mail 3 Days, it may not arrive until 4 days later because of the time for filling the order and getting it into the mail.
If you place an order on Friday that is urgent, we will make every effort to fill it and get it into the mail on Saturday for you! We just need to know when the order comes in. :)
Our online store will automatically calculate the shipping cost for your order. I have these set as low as I can for you guys. I know most of us are used to giant companies like Amazon offering free shipping, and unfortunately as a small company if we were to do that it would mean significantly raising our prices, because we don't get shipping labels for half as cheap as Amazon does! But whenever we are able to decrease our shipping rates, it'll be reflected in the calculated rates at checkout.
Shipping Delays or Issues
After we prepare your order for shipment, you will receive your tracking number by email or phone. Please check the tracking if you have any concerns about the timing or delivery of your shipment. After an order ships, the carrier (USPS or UPS) is responsible for getting it to you. I recommend reaching out to them and referencing your tracking number if you have trouble. You can let us know too, we just might not be able to do much! We'll help however we can.
ReturnsIf your product is damaged/broken, please let us know and we will make it right. Depending on the circumstances we will either ship you a replacement product or issue a refund. We want to know what went wrong so we can prevent it from happening again!
If you (or your hedgie) aren't happy with your product, let us know and we will confirm the return shipping address. Once the return arrives back to us we will issue your refund. I'm afraid we can't cover return shipping, but if you'd like us to provide a prepaid label we can do that. In that case we just deduct the return shipping from the refund total.
We will happily ship orders out of the US, but please keep in mind there may be import tax, duty fees, or other import restrictions on any of our products that would be considered animal feed or as containing animal products. We frequently ship to Canada but maybe 1 in 10 orders will get tagged with extra fees on import.
Not sure how bad international shipping will be? It will auto-calculate for you at the second page of checkout so you can see if works for you.
We SO appreciate you all and thank you for understanding that we aren't running an Amazon Fulfillment Center! We're just ordinary humans doing our best to make sure your orders get to you (and your hedgies) quickly, safely, and affordably. As a small business we can't perform at the same level as massive companies, but we like to think our responsive customer service and dedication to quality can help make up for that. :)