Webstore Policies, Ordering, & Shipping
Before You Order...
You can order from our webstore in two ways: you can use the "add to cart" feature, or you can email your order to [email protected]
Unfortunately, shipping prices are impossible for shopping carts to correctly calculate. The cart that we have to work with is unable to be "tweaked" and is typically "off" regarding actual shipping prices. If you submit an order, pay the shipping, and the price was too high, we will refund the excess shipping cost. We strive to charge close to actual shipping costs. For an accurate quote on shipping, please email us your order and we will get you a shipping quote.
As for International Ordering:
If you are located outside of the continental United States, I strongly suggest that you do not use the cart. Please email me directly with your order and your full address, and I will get back to you with a shipping quote.
In addition, with international orders, you - the buyer - are responsible for any taxes, duties, or brokerage fees. I have no control over these fees and have no way of finding out what they will be when you get your package.
Satisfied? Not Satisfied? Returns & Feedback
If you are unhappy with any items received, please return them for a full refund.
Please note that some items will have slight variations simply because they are "natural" - for example, hay cubes may be larger or smaller, toys included in the care packs may be slightly varied in size, and home-made hammocks and other fleece items may not be 100% perfectly square. However, we want you to be 100% satisfied, so if you are not, please let us know, and we will do our best to make you a satisfied customer.
We love feedback. If you order from our webstore, please leave us feedback. You can do it however you'd like: e-mail, sign the guestbook, write a testimonial (heck, write a bad testimonial if you're really unhappy), post on NWI Chinchillas' wall on Facebook... however you do it, if you have a comment on anything, we'd love to hear it! Feedback helps us in that it lets us know that we're still on the right track -- still providing quality products and quality customer service. If you're not 100% satisfied with something, let us know - your happiness is our goal.
Please be aware that orders may take several days to process. Custom orders may take up to a week or longer. When your order ships out, you will be notified. Until you receive that email notification from us, it is best to assume that your order has not gone out yet.
Please note that if you place an order on Monday, it will not likely go out on Tuesday. While we agree that it would be great to have such a quick turnaround time, the reality is that there's not enough hours in the day for everything that we do, but we do our best to get orders shipped out quickly.
If you are thinking about ordering something and need it to go out immediately, please let us know before you order, so we can let you know if this is possible or not.
Please keep in mind that, at the end of the day, I am only one person. Thank you.
We do ship to other countries outside of the US and Canada.
you specify that you want a quicker method of shipping, we will use the
cheapest method to ship your items, in order to save you money. For
the grand majority of cases, we ship by USPS Priority Mail. Hammocks and fleece items
can often go first class mail - which is also cheaper for you. As the
Chinchilla Care Packs and the flat rate boxes of food and dust are heavy - they go flat rate priority mail.
We can ship other items out via priority mail or in a flat rate box if desired, just let us know.
A Note About Fleece Products
Fleece is the only safe fabric for chinchillas. Fleece is safe because it does not come apart in strings, the way other materials do. However, nothing is 100% safe. If you notice your chinchilla starting to chew their hammock, then fleece may not even be safe for them. We would suggest that you discontinue use of the hammock if your chinchilla shows a high interest in chewing it to pieces. Ingesting fleece (or any foreign object) can cause impaction, which can be fatal if untreated. Please be a responsible pet owner.
some reason, some of the colors/patterns of our fleece do not
photograph well. Many of the colors appear "brighter" in person. With
any fleece item you purchase, there is a chance that the actual color
will not be exactly what you expected. This is not the
case with each color/pattern, it is
simply that some colors look different in photos versus in real life.
We do hand-make the hammocks and other fleece products that we sell. We are not, by any stretch of the imagination, professional seamstresses. Rather, we have a simple sewing machine and can sew relatively straight lines. That said, fleece items may not be 100% perfect/squared. However, we would never send out something that we would not happily purchase ourselves. We take pride in making our items as close to perfect as we are able to. Time and effort goes into our hammocks to make them the best they can be for maximum chinchilla enjoyment. Rest assured, we will not send you anything that has any major flaws.