FAQs
What if I just want a trial box?
Please choose your box, and custom tray liner size. An automatic 25% discount is applied for all first time boxes. After you recieve your box, decide if you wish to continue, pause, change, or cancel your box subscription.
SHIPPING & HANDLING:
How long does it take for you to process orders?
Once you are on a schedule, it usually takes us less than 2 days to have your package in the mail; post payment. If it is your first box, please allow us 1-3 days to custom make your rat box!
Do you drop-ship?
Nope! We don't even have access to that on our current website. Everything is handmade by one individual. And shipped from one location.
How much is shipping?
Shipping is free! Well, it isn't "free" but we have it covered. Included is ground shipping (2-5 business days).
For an additional fee, we can expedite your first package and ship priority (1-3 business days). After your first package, the shipping rate will revert back to our standard free ground shipping policy.
What shipping schedules do you offer?
We want your subscription to fit your needs. Which is why we offer bi-weekly, monthly, or every two months as options.
TOY CREATION:
Are your toys handmade?
Yes, all of our products are handmade using rat-safe materials. A lot of love goes into each box, being hand-crafted by just one individual.
What enrichment items are included?
We include a bag of enrichment items/boredom breakers. This list contains possible items: sola, bamboo stalk, papaya stem, deer antler, sea grass, natural wood to chew like apple wood, groovy sticks, jute wood, pradips, vine balls, paper straws, lollipopsticks, and more.
We calculate the value of these bags to be between $10-$15.
Do you use glue?
Never, not one time. Not even "non-toxic" glue. Instead, we use a lot of knots and natural wood beads.
What type of dye/flavoring do you use?
If we use pre-dyed materials, it was a food grade safe dye.
We do not use flavorings. We do not want to promote unhealthy indigestion.
I am a new rat owner, do you offer one-time starter rat kits?
Not on this website, however you can find 6 complete care packages designed for first time rat owners at Rattery.org
Can I just buy your individual toys?
Yes! Please visit our other website: arattoy.com
GENERAL INQUIRIES:
What ingredients are in your treats?
We use mostly organic ingredients like fruits, vegetables, eggs, and quinoa flour. We usually include some sort of seed or nut, olive oil (dash), and organic crushed rosemary (natural preservative). We then dehydrate our treats for lasting freshness. They are crunchy, gluten free, lactose free, without any added sugar.
What types of hammocks can I expect?
Simply hand sewn hammocks. They usually range in sizes. The smallest being 9x9 inches to 12x12 inches. We make them the right size to fit 1-2 adult rats comfortably. We use elastic ribbons on each corner to make it easy to hang up in your enclosure.
How do I customize the tray liners?
When you are setting up your subscription box, select the custom tray liner size to best suit your needs. Our basic options have 3 sizes to choose from and our more advanced boxes have up to 6 size options.
What are tray liners?
Tray liners are useful for when it comes time to clean your cage. We will either include clips to make it easier or ribbons on the corners of your liners. You lay them down on your cage tray, to act as a "blanket" and barrier between your rats, and the tray.
What other types of items can I expect in my monthly subscription boxes?
Items may include soap for rats, cage clips and accessories, activities for you and your rat.
How do refunds work?
We only issue full refunds within 6 hours of confirming your order. If your order has been confimed, consider it finished and it is custom for you. We will still mail it out. Please reach out to our e-mail if you need help on our end: theratagenc@gmail.com
If you need a refund for your subscription order, please contact us and we'll be happy to help. We can issue full or partial refunds for both fulfilled orders and upcoming scheduled deliveries. Please e-mail: theratagenc@gmail.com (for the fastest service) with your name, order number, and how we can assist you.
How do I cancel my order?
Yes! Customers can cancel their subscription at any time by following these steps:
- Log in to their customer account
- Click on "Subscriptions"
- Select the subscription they want to cancel
- Click "Cancel subscription" under the Overview section
- Confirm the cancellation
Once canceled, billing and delivery will end immediately. Please note that canceling a subscription cannot be undone.
Can I pause my subscription instead of cancelling?
If you want to temporarily stop receiving orders without canceling completely, you can pause your subscription instead. Simply log in to your customer account, select your subscription, and click "Pause subscription." You can resume it anytime.
