FAQ
General Information
Order Fulfillment
Unless clearly stated in the product description, all items offered are custom-made 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.
PostNL offsets any carbon emissions by investing in sustainable projects.
Free shipping applies on orders above:
- 50€ Netherlands and Germany
- 75€ 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 Information
Installation
- All our platforms, ledges, and holders come with two washers to be put in and outside of the cage for maximum stability.
- Be advised that screwing the bolt and nut too tightly will break the product due to the tension.
Product Care / Cleaning
- It's recommended to wipe clean regularly all products daily with a pet-safe (wet) wipe.
- During regular cage layout rearrangement or stubborn residue take out your products and scrub with warm water and vinegar / veterinary-approved soap. Let it soak for a few seconds to easily remove with a pet-safe (wet) wipe to remove any excess waste.
- All our plastic products are water resistant but they're not waterproof and should not be submerged in water. If this happens, it's suggested to put them out in the sun for at least 24 hours.
- Unless advertised differently, our products are not dishwasher safe and should be hand-washed. Hot water 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 and heat sources might result into deformation / warping.
Reach out!
Feel free to contact us with questions, to provide feedback, or anything else!