F.A.Q.'s
* Ordering
* Shipping & Handling
* International Orders
* About Our Products
* Cage Liner Options Explained
* Safety
* Returns
* Privacy
-How To Order-
Simply add items to your cart & proceed with checkout.
For Custom Orders, please have backup fabric choices in mind in case availability runs low.
I do my best to respond in a timely manner. Please shoot me an email if you don't hear back within 2 days & check your Spam folder as well.
-Can I Request Custom Fabrics?-
Due to a large volume of wholesale orders, the Rat Stash is not currently accepting custom orders. Premade items allow us to offer the widest selection of products with the fastest turnaround. We thank you in advance for your understanding.
-What forms of payment are accepted?-
Paypal is used to pay via your Paypal account, e-check, & most major debit or credit cards, and you do not need to hold a Paypal account to place an order.
-How much is Shipping & Handling?-
We charge S&H for all orders. This option allows us to offer the lowest possible rate per zone. Both U.S. & International S&H charges can be calculated in our Shopping Cart. For shipping within the United States, you will have the option of FedEx or USPS. For international shipments, your choice of United States Postal Service First Class International or Priority International shipping .
-How soon will my products ship?-
All of our premade items will dispatch within 1 week. In the event that we run behind schedule you will have the option for a refund of your full purchase.
We ship via USPS using First Class & Priority shipping and via FedEx Ground or Home Delivery. Orders shipped within the US take about 3-5 business days to ship after dispatch. International orders can take up to 8 weeks, dependent on any delays in customs.
-CUSTOMS FEES - READ BEFORE ORDERING!-
Your order will probably be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) when it arrives. THESE FEES ARE YOUR RESPONSIBILITY. Unfortunately, The Rat Stash has no control over these fees & has no way of estimating them for you. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
The shipping charges you pay to The Rat Stash DO NOT include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, we will not issue a refund for customs fees, shipping, or the cost of your order.
It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Some customs offices will also send a separate invoice for customs fees that could arrive several weeks after you receive your shipment. Please be familiar with the customs laws in your country before you order.
-How much is International S&H?-
Shipping charges are available at checkout. Simply add your products to the cart & click "calculate postage costs".
-How do international orders ship?-
We currently offer your choice between USPS First Class International or Priority International.
-How do you safeguard for sensitive little noses?-
All fabric is washed with Trader Joes Plant Based Laundry Detergent, which is unscented, non-toxic, is not tested on animals & contains no animal derived ingredients or by-products. We use Carbona DyeGrabber reusable, fragrance free sheets, as well as opting for fragrance free, vegan dryer sheets when needed.
* If you know of any reason why any of these products should not be used, or have better alternatives to share, please contact me. *
-How do your hammocks hang?-
Our hammocks are made with grommets to make hanging a breeze. Metal shower curtain hooks are included with each purchase.
-How do I wash your hammocks?-
All material is Prewashed on Hot & Heat Dried to ensure minimal shrinkage & color bleed. Hammocks can be machine washed with your other rat laundry. We recommend washing on delicate cycle for lasting durability, & avoid the use of bleach as fabric may discolor. Dry as normal.
-How do I figure out the different options for Cage Liners?
We now have a page that explains each option in detail to help you determine which options will best suit your needs. Click here for Frequently Asked Questions about Cage Liners.
-Safety Policy-
Our products are sewn to the highest of standards & have been tested numerous times by our customers. All products are designed with the safety of your pet in mind. We do our best to address any customer concerns & highly encourage any & all feedback regarding the safety of our products. Although we have taken such precautions, we cannot be held responsible for the safety of your pets. Please be sure to consistently check your pets housing areas for any sign of hazards & periodically inspect all hammocks & bedding for loose threads or other possible dangers.
-Return Policy-
Although we strive to provide you with exceptional products, problems may arise. Every product has a 7 day return policy from the date it is delivered. Please inspect your items upon arrival, & if you are not satisfied please notify us immediately. We will work to remedy the situation or arrange for a refund, if applicable. Items must be returned in original, unused condition & shipped with a tracking number or a refund is not available. We will not be held responsible for packages without tracking that are damaged/lost during shipping.
NO REFUNDS FOR INTERNATIONAL ORDERS THAT ARE REFUSED AT CUSTOMS. IT IS YOUR RESPONSIBILITY TO PAY FOR ALL CUSTOMS FEES INCURRED. IF AN ITEM IS RETURNED DUE TO FAILURE TO PAY CUSTOMS FEES, THERE ARE NO REFUNDS, NO EXCHANGES, NO EXCEPTIONS.
-Privacy Policy-
By placing your order, you are allowing us permission to utilize your information through Paypal & USPS, solely for the purpose of placing & shipping your order. Rest assured, we do not sell or distribute any personal information submitted.