FAQ


I’d like to place an order. How do I go about doing so?

We are glad that you are looking to invest in your companion and we would like to thank you for supporting our small business.

Placing an order through the website is simple. Once you have found the products you are looking for, you may add them to the basket using the ‘Add to Basket’ button as displayed on the product page. After you have added all your desired items to your basket, simply click the shopping trolley icon in the header. You will now be able to see your basket and proceed to payment.


Please may you tell me what payment methods you accept?

We currently accept payment via Credit or Debit cards, Paypal or Stripe. We are unable to accept cheques or cash.


ONCE I PLACE AN ORDER, HOW LONG WILL IT TAKE?

All of our products are hand crafted and built to order. Our lead times are below as a guide but please note these can vary, especially during busy periods. Delays can also occur during bad weather as we unable to install our enclosures and runs in poor weather conditions.

  • Allow up to 6 weeks for our enrichment and feeder items

  • Allow up to 12 weeks for our enclosures and runs

We are unable to contact you with updates, as this takes time away from building your order. We shall inform you when your order is complete.

For our enrichment and feeder items, you will receive an order fulfilment email, along with a delivery tracking number.

For our enclosures and runs that requires installation and delivery by us, we will contact you by phone or email to arrange a delivery and installation date, once your order is complete.


What is your shipping policy?

We ship our products within the UK Mainland.

Shipping is FREE*. The price you see is the price you pay!

We use DHL and UK Mail. Your item will be sent via tracked delivery for peace of mind and a signature is required upon delivery. Once you have received the tracking details, you will be able to change the delivery date or choose to deliver to a neighbour, if needed.

Please note that deliveries to Scotland can take up to 3 to 5 working days to arrive to you once your parcel has been handed over to our courier.

Please see below for delivery information and timings for heavier items, including our housing and enclosures.

Extra Large Items: Please note that extra-large items or customised items may incur a postal charge if our regular courier is unable to deliver. If this is the case, we will notify you once we have received and reviewed your order. Alternatively, we have a collection point for any items you may wish to collect in person. Our collection point is in Worksop, Nottinghamshire. To do so, a date and time must be mutually agreed.

Installation: For products requiring installation, such as those found on the Enclosures section of our website, we kindly ask that you allow up to 12 weeks for an agreed upon delivery date to be set. Please refer to the Installation section below for further information.


WHAT IS YOUR INSTALLATION POLICY for your enclosures?

We are proud to say that we include FREE delivery and installation (UK MAINLAND ONLY) as standard when you order one of our enclosures. Please allow up to 12 weeks for an agreed upon delivery date to be set. Once your enclosure has been built, we will be in touch to arrange the delivery date. Please read below for our Terms of Installation:

Bases: Due to the size, weight and durability of our enclosures, we must refuse to install any items on grass, soil or otherwise soft footing. You, the customer, are responsible for providing a ‘hard standing’ base for the product to be assembled on, such as concrete, decking, bricks or patio slabs. If for this reason, we arrive on the day to install your enclosure and the ground is not suitable for installation, your enclosure will either be left with you to install yourself or you will be required to pay us an additional fee to return for a second installation attempt.

Access: Please ensure that there is clear access at the point of delivery, such as a clear walkway that can comfortably accommodate 2 grown adults carrying large items to the designated area. We will not carry large items through households or over outbuildings. If we are unable to access the point of installation, your product will be left with you to install yourself or you will be required to pay an additional fee for our return.

Weather: Please note that installation is subject to the weather being kind to us. We cannot carry out any installation during particularly dreary or hazardous conditions as this may negatively impact our ability to safely and sufficiently install your enclosure. We may have to reschedule the delivery date at short notice if we feel that it is pertinent to do so, although we shall always do our best to deliver and install as and when agreed.


How much can i expect to pay for delivery of my enclosure?

We are pleased to say that we offer FREE installation and delivery for all of our enclosures. Please note that free delivery is available for UK MAINLAND ONLY.


ARE YOUR ITEMS WEATHERPROOF?

Our creations are made using kiln dried pine as standard. We pride ourselves on only using high quality materials to construct our designs and so we are confident that they will stand the test of time. However, due to the nature and use of our products, we cannot guarantee a specific amount of time that your product will last. We do not recommend leaving your products out in severe weather conditions without protecting your products. We would recommend protecting your products with Culprinol Garden Shades paint, which is bunny safe.


What is your returns and refunds policy?

We are happy to accept returns and/or refunds where the item has been dispatched in faulty condition. You will be asked to provide us with photographic evidence of the item at the time of arrival and you must clearly demonstrate the damaged area or fault. Faulty or damaged items must be returned to the address provided once an agreement has been made. You, the customer, will be responsible for any fees associated with returning your order. Please note that customised or personalised products will not be accepted under this returns policy.

If an agreement has been made with us to send a replacement , there may be a short delay whilst a replacement is built for you.

Further, we accept no responsibility for items damaged after you have used them. Therefore, all items returned, including unwanted items, must be in perfect condition and unused. If an item shows evidence to the contrary, we are within our right to refuse a refund.


Can I cancel an order?

If you wish to cancel an order that has been placed, please note that you will be refunded 85% of your order total.

A 15% charge is taken to cover the cost of admin and materials purchased for your order. Whilst your product may not have been built, we factor your order in when purchasing timber and supplies.


couldn’t find the answer you were looking for?

please feel free to pop us an email at: hello@smallpawsplaytime.com