Frequently Asked Questions
The questions we are asked most about the hideouts, playpens, liners, bowls and grooming for small pets we stock, plus the practical detail on orders, delivery and returns.
About our products
Are the fleece liners machine washable?
Yes. Each listing gives the wash temperature and whether fabric softener should be avoided — softener coats fleece and stops it wicking.
How many panels does the playpen have?
Panel count and assembled floor area are on the listing. Panels clip together, so the same set can be built tall and narrow or low and wide.
Do I need a water fountain for a small pet?
Not necessarily — many small animals do fine with a bottle. Fountains suit households with several animals or a pet that will not drink enough from a bottle.
Is sand bathing safe for hamsters?
Bathing sand is, provided it is sand and not dust. Use a shallow bowl and remove it after bathing so it does not become a toilet.
When are you open?
Every day, 09:00 to 21:00. Online orders are processed on business days and email is answered within one business day.
Orders, delivery and returns
Where do you ship to?
We ship within the United States only. All prices are in US dollars.
When does my order ship?
Orders are processed within 1–2 business days (Mon–Fri) and orders placed before 2:00 PM CST ship the same business day. Transit is around 6–9 business days (Mon–Sat), giving a total estimate of 7–11 business days from order placement.
Is shipping free?
Standard shipping is free on orders over $25. Below that a flat $3.99 applies. Full detail is on our Shipping Policy.
How long do I have to return something?
30 days from the date of delivery. The conditions and the process are set out on our Return & Refund Policy.
Can I cancel an order?
Yes, before it is dispatched — see the Cancellation Policy. Refunds are processed within 5–10 business days.
How do I reach a person?
Email [email protected] or call +1 281-899-8260 during Open daily 09:00–21:00. We reply within 1 business day.