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.


Do you provide customised builds?

Yes, we can. Please email us first, as during busier periods, we sometimes put a hold on customised orders.

Email us - hello@smallpawsplaytime.com with your required specification along with a sketch/drawing. Our team will review and will be in touch with you to discuss further and provide you with a quote. Please allow 7-14 working days for a reply.


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 these can vary, especially during busy periods. Of course, if workload permits we will get your order out to you sooner.

  • Allow a minimum of 6 weeks for our enrichment and feeder items

  • Allow a minimum of 12 weeks for our enclosures and runs

Delays can occur during bad weather as we unable to install our enclosures and runs in poor weather conditions.

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. Please refer to the ‘What is your installation policy for your enclosures’ section below for further information.


DO YOU PAINT ANY OF YOUR PRODUCTS?

Unfortunately we no longer paint any of our products. Should you wish to do so, we would recommend using Culprinol Garden Shades or Valspar.

We highly recommend providing protection to all outdoor products in the above recommended paint brands.


What is your DELIVERY policy?

We ship our products within the UK Mainland.

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

For all our enrichment and feeder products 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.

For all our housing we provide our own delivery service. We are proud to say that we include FREE delivery and installation (UK MAINLAND ONLY) as standard when you order one of our housing products. Once your product has been built, we will be in touch to arrange the delivery date. Please see below for further 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 ‘What is your installation policy for your enclosures’ 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. 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 housing, 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. We recommend that as soon as you place your order, you start to make plans to ensure you have the appropriate base laid. If for this reason, your base it not ready at the time we contact you to schedule the installation date, then your build will automatically be offered to the next customer who is waiting for the same product, and you will have to wait longer until we have confirmation from you that your base has been completed.

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, windows 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.


How long will your products last?

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 outside without having a form of protection. We would recommend protecting your products with Culprinol Garden Shades or Valspar 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 have already placed your order, you are able to cancel this within 14 days from date of order with a refund, less a 15% admin fee.

After 14 days have passed you can not cancel orders. Whilst your product may not have been built, we factor your order in when purchasing timber and supplies.

Please note that customised or personalised products will not be accepted under this cancellations policy.


couldn’t find the answer you were looking for?

Please feel free to email us: hello@smallpawsplaytime.com