FAQ
General Information
Order Fulfillment
Rover Rats is a part-time business operated alongside a full-time job. While we are passionate about creating high-quality products for small pets, managing production within limited hours means we unfortunately cannot offer quick shipping or fulfillment.
Unless clearly stated in the product description, all items offered are made-to-order and have a processing time of 5-10 business days.
Business days are considered between Monday and Friday.
Shipping
We ship internationally and all orders are shipped with PostNL. Every order comes with a track and trace code.
Feel free to reach out if we don't ship to your country to discuss options. PostNL offsets any carbon emissions by investing in sustainable projects.
Free shipping applies on orders above:
- 50€ Netherlands, Germany, European Union, Switzerland, and UK
- 150€ Rest of the world (USA, Japan, Turkey, South Africa, etc.)
Import Taxes & Customs
Products can be shipped internationally, though please be aware that country specific customs laws may apply.
Buyers are responsible for any customs and import taxes that might happen.
Note: No responsibility can be taken for any potential delays due to customs.
Environment & Packaging
We are aware of our responsibility as manufacturer and online retailer and therefore continuously act to reduce the environmental impact of global trade.
Based on this responsibility and our values we take various actions:
- We don't ship with plastic tape, bags, or filling material.*
- All our products are packaged with paper materials which are either re-used or FSC certified.
- Whenever possible we reuse boxes from other manufacturers to give them a second life.
- Products and material are manufactured and bought locally.
- Our 3D printers are powered by renewable electricity from ANWB Energie.
- We ship with PostNL which offsets any carbon emissions through sustainable projects.
*There can be old plastic residue or tape on boxes as we reuse boxes from other manufactures.
Bulk Orders & Wholesale
Do you want to sell our products in your store? Or are you a veterinarian office, animal shelter, or zoo who wishes to use our products in large quantity? Or do you just want to buy a lot of platforms all at once?
Rover Rats offers special pricing and flexible options for large volume orders. We provide tiered discounts based on order volume and timelines vary based on the order size and customization requests such as special plastic colors.
For retail purposes we package all products, including platforms and ledges, specifically for retail display which can be displayed on slatwalls or placed on shelves for optimal visibility in store layouts.
Our bottle holders are sold without bottles by default but we can include bottles for an additional flat fee if desired.
Please reach out via info@roverrats.com with your business details, anticipated order volume, and any specific questions.
Outlet Deals
Products sold through our Outlet are offered at discounted prices due to minor to noticeable cosmetic imperfections. While these items are fully functional, they may display surface marks, scratches, stringing, warping, or color variations. Outlet products are sold as-is, and though they are eligible for returns, we cannot guarantee the same durability as our standard items.
Each outlet product falls into one of three tiers:
- Slightly Blemished - 30% Discount: Minor surface blemishes, like small blobs, faint scratches, or minor color inconsistencies.
- Noticeably Marked - 50% Discount: Slight warping, larger surface blobs, or noticeable scratches.
- Clearly Imperfect - 70% Discount: Moderate warping, deeper scratches, or many surface marks such as blobs and blemishes.
Product Use & Maintenance
Installation
- All our platforms, ledges, and holders come with two washers.
- Use one washer on each side of the cage bars for maximum stability.
- Screw the nut tightly until there's no wiggle room.
Note: Be advised that screwing the bolt and nut too tightly can break the product due to the tension.
Care & Cleaning
- It's recommended to wipe clean regularly all products with a paper towel or pet-safe wet wipe.
- Unless advertised differently, our products are not dishwasher safe and should be hand-washed.
- All our plastic products are water resistant but not waterproof and should not be submerged in water.
- Stubborn residue can be removed by scrubbing with warm water and vinegar / veterinary-approved soap. Let it soak for a few seconds to easily remove any excess waste with a paper towel or pet-safe wet wipe.
Note: Don't wash products with hot water and don't let them dry on hot surfaces or direct sunlight as this can potentially deform / warp your product.
Cage Layout
- It's recommended to not use only plastic in your cages because of constantly growing teeth of your little critters. Combining them with wooden ledges is a great option!
Quality & Production
- All products can have minor defects in form of blobs, zits, or color variations that do not affect the functionality. They also might have different metal components or wing nuts that do not affect the functionality or stability.
- Our plastic products are 3D printed with high quality, non-toxic, and toy-safe compliant plastic. Please find more information in the "Safety Notes" tab in the FAQ.
Environment & Packaging
We are aware of our responsibility as manufacturer and online retailer and therefore continuously act to reduce the environmental impact of global trade.
Based on this responsibility and our values we take various actions:
- We don't ship with plastic tape, bags, or filling material.*
- All our products are packaged with paper materials which are either re-used or FSC certified.
- Whenever possible we reuse boxes from other manufacturers to give them a second life.
- Products and material are manufactured and bought locally.
- Our 3D printers are powered by renewable electricity from ANWB Energie.
- We ship with PostNL which offsets any carbon emissions through sustainable projects.
*There can be old plastic residue or tape on boxes as we reuse boxes from other manufactures.
Safety Notes
- All our plastic products are made from non-toxic and toy-safe plastic
which complies with DIN EN 71-3, 2011/65/EU, and is FDA approved. - Our packaging might include small parts such as metal pieces which may pose a choking hazard for small children.
- Our plastic products are not designed to be put close to heat sources and should not be left outside or in direct sunlight. Exposure to direct sunlight, hot water, and heat sources can potentially deform / warp your product.
- If a product becomes damaged due to excessive gnawing or other wear, it should be removed from the cage immediately to prevent injury to your pets.
- Plastic components are recyclable and can be disposed of in plastic recycling bins, while metal pieces can be reused or recycled appropriately.
QuickSwap
Installation
- All Quickswap holders come with two large washers per screw for optimal stability.
- Use one washer on each side of the cage bars for maximum stability.
- Screw the nut tightly until there's no wiggle room.
Note: Be advised that screwing the bolt and nut too tightly can break the holder due to the tension.
Care & Cleaning
- It's recommended to remove and wipe clean regularly platforms or ledges with a paper towel or pet-safe wet wipe.
- All QuickSwap products are not dishwasher safe and should be hand-washed.
- All QuickSwap products are water resistant but not waterproof and should not be submerged in water.
Note: Don't wash QuickSwap platforms or ledges with hot water and don't let them dry on hot surfaces or direct sunlight as this can potentially deform / warp your product.
Safety Notes
- All QuickSwap platform and ledge holders are tested to withstand a maximum of Ø ca. 2.8 kg (6.17 lbs). Exceeding this limit may cause the holder to bend or detach from the cage leading to instability and damage.
Reach out!
Feel free to contact us with questions, to provide feedback, or anything else!