This page is to help answer any questions you may have, if you do not find the answer to your question please call us on 01452 412613.
All our hutches are flat packed with easy assembly. All screws and instructions are provided inside the box. Please use discretion on using all products once they arrive with you, we are not liable for any harm to persons or animals once the products have left our warehouse.
Cancellation.
If you need to cancel your order please notify us ASAP on 01452 412613, you may be liable for delivery costs if your order has been dispatched before your cancellation. We aim to deliver all items within 24 or 48 hrs so we need to know as soon as possible if you wish to cancel.
Delivery options.
All items will be dispatched the next working day on a 24 or 48 hr service
Deliveries are typically made Monday to Saturday between 8.00am - 6.30pm.
Where can we deliver to?
Orders can be delivered anywhere in mainland England, Wales the Scottish Lowlands and Highlands. If you live on the Highlands or Isles please contact us for delivery charges.
When do we dispatch orders?
If you place an order before 12 Midday (Monday to Friday) and you have told us of a safe location the couriers can leave your parcels should you not be around when they deliver, then we will endevour to dispatch all orders that next working day, although during busy periods this may not always be possible. We are not liable for any non recieved parcels if delivery instructions state for the item to be left without you being there.
Orders placed over the weekend or a bank holiday are usually dispatched the following working day please allow for back log in these periods, we will dispatch your order as soon as we can.
Accepting delivery.
You do not have to be at home to accept your delivery. Most of the time the driver will leave your parcels as you have instructed in your delivery instructions or in a safe location. It is the drivers discrection to leave the parcel, we are not liable if your parcel is not left. All orders will be sent with a signature request unless you have stated for it to be left.
Delivery to the Highlands or Isles :
In some cases there may be an extra charge to your address depending on the postcode and product ordered. We will contact you if there is any extra cost involved before we process your order. There may be a delay in delivering items to the Highlands and Isles due to the couriers time scales in shipping items through the Hubs to these areas.
1. What time of day will my order arrive?
Deliveries can be made anytime between 8am and about 6pm Monday to Friday. We can deliver Saturday on most products, please contact us if you are unsure if your product can be delivered on a Saturday.
Unfortunately we aren't told or guaranteed a time by the courier company as it is really be down to them and the driver on the day. Variable factors like the number of deliveries and collection the driver has, the location of these and even the traffic all effect when a delivery is made and understandably it's difficult for them to give us an exact time.
Provided you have given us instructions of a safe place where your order can be left by the couriers you do not have to be in to accept your order. We can not accept liability for any parcels that have been requested to be left.
2. What happens if I'm not at home to take delivery?
You don't need to be home to accept a delivery. If you are not there the courier will leave a calling card for you to contact them to re arrange your delivery.
3. Can I track my order?
It is possible to track you order. 95% deliveries arrive on time. We always keep an eye out for any delivery issues and will inform you of a delay as soon as we know should one arise. The courier will email your tracking number direct to your email address that was given to us on your order. Please check your email address is correct.
4. Only part of my order was delivered - Why?
Sometimes an order gets split delivered over 2 or 3 days. This is usually out of our control and could be for a number of reasons.....[Usually it’s because someone at 2:30 am ‘forgets’ to scan one of the boxes at the main sorting depot.]
If this or anything like this happens with your delivery just let us know. We will sort it out and make sure that you get your order and are happy with it and the experience of dealing with us.
5. What happens if I receive my order and it is damaged?
Unfortunately, from time to time an order arrives damaged. We know how annoying this can be because we order things online too and we too have opened a box only to find something is broken.
Please do not panic! We will sort this out quickly
We have very good policies and procedures in place because we know how important it is we deal with this professionally. We will try to exceed your expectations.
The best thing and the quickest way to get the ball rolling is to simply call us on 01452 412613 or send a short email with a few images of the damaged part. By doing this it helps us:
1. Identify the damaged part.
2. Work out whether the damaged occurred during transit or is the fault of our production and packing.
3. Most importantly, it allows us to put in a claim, either with the transport company (we have delivery insurance and we would like to use it) or to raise the issue with our production side and take steps to make sure this doesn’t happen again!
What we will do:
Once we have received your call or email and images we will contact you with details of when we will dispatch your new replacement part.
If we can get everything in order before 12 midday that day we will aim to dispatch your replacement in the afternoon so you get the part the following working day.
Damages are rare but they do happen. It’s the nature of the business. But we do sincerely apologize for any inconvenience caused. Please bear with us as we try to make it right. Thanks.
6. Guarentee : All our products have a 3 month guarentee on them. We are not liable for the item after this time scale.
7. Returns : We offer a 14 money back gaurentee, after this time if you need to return your item please contact us with your details on 01452 412613, you will need to pay the return costs and your item will be refunded on return. It must be in the original packaging. If there is a problem with your item when it arrives ie: Damaged in transit then contact us immediatly.
8. I didn't get a confirmation email :
Make sure that the email adress you used during checkout is correct. All emails are automatically sent to that email adress. (If you paid with PayPal then the email adress you used to make the payment is the one that we are sending these emails to.)
Double check your spam folder too - quite often that may be the reason why you can't find the email.
If for some reason you still did not get it then please simply call us on 01452 412613. We will need to know:
- Your Name
- Your Post Code
- A Telephone Number (just in case)
- Which channel you placed the order
- For any other query please contact us on 01452 412613
