FAQ

 

Unless your package ends up being oversized, we use priority mail 3-day shipping with USPS. In instances where we see USPS suffering logistical issues, we will go with another carrier. Ready to ship items are shipped within 3 business days of your order. Personalized items are shipped within 10 days. If you are ordering a large, custom set handling times may be longer and we will specify on your invoice.

Because of the nature of our products, most items cannot be returned. If there is a problem with your order, please reach out to us so we can resolve it. We just cannot risk cross-contamination from animals by reselling an item. In that same right, we do not accept unopened pet food products as returns, but some other products such as dust may be returned if buyer pays return shipping. We will never sell you pet food that has changed hands due to the risks of contamination. 

We ensure our products are safe for chinchillas, and thus are safe for a number of other exotic pets and rodents. It is your job to determine whether or not a product is safe for your animal prior to use. It is always equally important to monitor items in your cage or play area for failure. We are not liable for misuse of our products. We always send out our best practices advice for use of our products after your purchase or in your package. We also strive to be 100% transparent on our products components. In fact, we got into this business because we found many manufacturers had sourced their colored items from bird toy suppliers that color with food colorants containing sugar. 

To simplify the process of ordering and designing custom cage sets please check out the Designed by You category of our shop. 

We accept deposit on custom designed sets through the shop and add you to the production line. Please note the only coupons we apply to a custom set would be a military/veterans discount. If you use a discount on your deposit, it just reduces what you pay up front. Please understand that we do not require deposits for any reason outside of ensuring that when we begin design, you are ready to order and we can afford to purchase special supplies. When we spend a lot of time discussing design with a “maybe” customer, it makes our paying customers wait on their orders and we pride ourselves on shipping quickly.

However, please allow ample time to fulfill custom orders. We only accept a limited quantity at any time and stop doing custom requests some time before the holidays to relax and decompress with our family.

Please reach out to us. While we do not offer a special discount on the site, we do offer specially priced bulk ledges. You must agree not to resell our products and provide some evidence of your establishment.

Please check our promotions section, Twitter, and Facebook for current promotions.

If you are active duty military or a veteran, please e-mail us. After verifying your status you will have a personal discount for the website redeemable on almost all products. We are a military family and have lots of love for our battle buddies state-side and abroad. If you have any issue checking out with an APO address, let us know and we can invoice you for your cart and shipping. 

A note from our founder- the painter – the seamstress – the creative mind behind most of our items

I am not opposed to hearing your thoughts on a price, your needs, or your budget… but please understand that it is not useful to get nasty. This is the one and only place where I will explain this as I do not find it constructive to respond to communications like that. There are bundles and designs in the shop that take many hours to execute. Take for instance, our Stranger Things Bundle or our Mermaid Bundle. Each takes 6-8 hours between cutting, drying, drilling, and working on fine details. Many tools are used and sometimes injuries occur. At the prices charged, we make about $20 an hour not including the supply or overhead costs on those items. We could and should charge more, but like to bring a little art to your cage. I enjoy seeing my beautiful customer’s beautiful pets decked out like Kings and Queens. So please do not tell me how much my time is worth. I know what it is worth and I also know that I do others a small kindness when I take us down to that level of profit on a one of a kind item that you simply cannot replicate. Be kind. My regular customers know me to be an extremely generous craftsman. I appreciate your consideration and do much more for those that show appreciation in kind. 

Love, 

Brittany