Pet Home Questions

Having the right size Pet Home is something we are passionate about!  One of our core business ethics is to only make homes that meet animal welfare size guidelines.  The UK Animal Welfare Act states that any pet, regardless of their size, should be able to fulfil all natural behaviours they would exhibit in the wild.  For small pets, that means space to sleep, eat, drink, run, dig, burrow, climb and play.

Our Pet Care information pages provide information on caring for your pet, including the recommended minimum cage sizes.   These sizes are based on RSPCA and other animal welfare guidelines.  Please note the minimum should not be considered the “ideal size” – it simply means this is the minimum for providing a suitable home.  Pets such as hamsters, mice, gerbils, pygmy hedgehogs and guinea pigs will often roam for up to 3-5 miles a day in the wild, so it’s important to give them as much space as you can.

Click on the links below for more info:

Hamsters, Mice & Gerbils

Guinea Pigs

Pygmy Hedgehogs

We regret that we are no longer able to take orders for custom sizes and/or requests for bespoke Pet Homes. 

We offer a standard range of Pet Homes, with a small selection of standard customisations such as perspex side panels, castor wheels, and front/side access for your pets.  To view our list of customisations, click here: Pet Home Standard Customisations

All our Pet Homes now come with 13mm square mesh as standard, which is suitable for the smallest of dwarf hamsters and mice.  Hamsters can only escape from a barred cage when the bars are around 10mm spacing or more, as they squeeze their bodies through the gap by squishing their bulk sideways.  With 13mm square mesh, they are unable to do this. 

The only way a small rodent can escape through mesh this size is by chewing over a prolonged period of time to create a larger hole.  In the time we’ve been in business, we’ve never had a customer tell us their pet has escaped through the 13mm mesh size, so we are confident in it’s ability to do the job. 

Note that the mesh will also prevent house or field mice from entering the cage as long as the roof is kept shut.

The base of our Pet Homes is designed to hold a deep layer of substrate.  It’s treated with a clear, matte, outdoor wood sealer which is water-based, low odour, and classed as safe for pets.  This creates a water-resistant surface.

To prolong the life of your Pet Home, and provide comfort for your pets, the base must be lined with an absorbent material to soak up urine, before adding a deep layer of substrate.  You can reuse the corrugated cardboard roll used as internal packaging, or for a more robust solution, line with puppy pads, or a machine washable waterproof fleece liner.

Please note that the wood will soak up urine if left long enough without adequate protection, so it’s important to follow these instructions.

Delivery and Customer Service Questions

Our website sends an automatic Order Confirmation when an order is placed, after payment has been successfully processed.  Depending on the spam settings within your own Email Account, our emails may get blocked and end up in your Junk/Spam folder. 

Please check this folder before contacting us, as most missing emails can be found here.  To ensure you receive further emails about the progress of your order, add us to your Safe Senders list.

Our Pet Homes are made by hand, and made-to-order.  Lead times for manufacture fluctuate throughout the year depending on how many orders we receive in a given period.  

We update our current lead times on the Cart/Checkout pages prior to purchase, so please take note at the time of placing your order.  Around 95% of our orders are completed within the stated lead time, but if there is any change, we will keep you informed after purchase.

Accessories

Small accessories are sent by Royal Mail Second Class post and should arrive with you within 2-3 working days after you receive the order completion email.

Pet Homes and Stands

We will notify you by text or email when your Order is ready, and provide an expected delivery date.

We use a 48 hour Parcelforce Delivery service, so you can expect to receive your goods up to 2 working days after dispatch.  Someone will need to be present at the delivery address to receive and sign for your goods, or you can request delivery to a neighbour if that is more convenient.

Deliveries are Monday to Friday only, between the hours of 8am – 6pm.  Where a mobile phone number has been provided, Parcelforce will send a text with a 1 hour timeslot on the morning of delivery.

Unfortunately, due to our rural location in Scotland and the large/heavy nature of our parcels, we are unable to offer a guaranteed/next day delivery service.

For made-to-order goods (Pet Homes and Stands), you may cancel your order up to 14 days after the order was placed, but only where goods have not yet been dispatched.

We will only dispatch an order, once you have confirmed acceptance of the expected delivery date.

We regret that made-to-order items including Pet Homes and Stands cannot be returned.

Accessories and small items however, can be returned at the buyer’s expense. Please read our full Terms & Conditions for further info.

If you receive an item that is damaged or defective, then you must let us know within 3 days of receipt.

We will require photos of the issue(s), so we can decide how best to resolve the problem.  We offer replacement parts for any items that are damaged or faulty.

We encourage our customers to provide feedback about our products, and would love to hear what you think.

You can leave a review for any of the products you have purchased on our website.  Just follow the instructions below:

Instructions for Leaving a Review

Thank you for reading!