FAQs

What is your current processing time?

Our current processing time for orders is 2-5 business days. We process all orders in the order in which we receive them.

Are your products suitable for other species?

Please keep in mind that while our products are safe for other species (guinea pigs, chinchillas, rats, hamsters, chickens) the dosages we provide are specific to the healthy adult rabbit. We recommend that you consult with a vet or expert for suitability and specific dosages for other species.

What is the minimum age for safely using your products?

With rabbits it depends upon the size as well as the age as larger rabbits develop at a slightly slower rate. For smaller rabbits, 2 months should be adequate to start trying out our products. Medium-sized rabbits 3-4 months, and large rabbits 4-6 months.

Because of this variation our labels reflect a minimum of 6 months to cover all breed sizes, but feel free to follow the guidelines above!

Always introduce new foods slowly and mindfully to ensure they do not negatively affect your pet. Your pet can enjoy our toys at any age under supervision.

Can my pet have chew toys while unsupervised?

Small pets should only have chew toys under supervised play and toys should be removed if your pet begins to primarily consume rather than chew the toy. Excessive consumption of fibrous objects can lead to serious GI blockages. Fibrous products include: loofahs, water hyacinth, edible twine, apple/pear/willow twigs, vine twirls.

Are your products and packaging materials eco-friendly?

We use 100% compostable and/or recyclable bags for our treats, herbs, and nibbles. All product boxes, tissue/parchment paper, & labels are recyclable. Our packaging materials are all recyclable and/or reused (i.e. if you receive plastic bubbles in your package, they have been reused - we never purchase plastic packaging).

What is the expiration/best by date for your products?

We recommend that you use all of our bakery treats within 9 months for optimal freshness, however our treats will stay safe to consume for up to 18 months from the date of manufacture. We will not send you treats with an expiration date within 6 months of the date of purchase.

Our forages and nibbles will stay viable for 1-3 years if properly stored; beyond that potency begins to decline but they are still safe to consume.

Are your products available for wholesale?

We offer wholesale options for some of our products to vets, rescues, and brick-and-mortar pet shops. We do not offer wholesale to other online retailers. Please email us at info@wellkeptrabbit.com for any inquiries.

Do you ship internationally?

2023 update: We are suspending all international orders. We are still shipping to Canada and Puerto Rico.

For any orders outside of the US, please make sure you are aware of your country's import taxes, customs fees, and rules. We are not responsible for any of these potential additional fees or returns due to import laws.

What is your policy on returns and exchanges?

We do not accept returns or exchanges, but please contact us if you have any problems with your order.

What is your policy on cancelations?

Cancelations requested within 24 hours of purchase are permitted. For our merchandise (shirts, etc.) that are fulfilled by a print-on-demand service, we cannot honor cancellations after 24 hours post-purchase as they will have started the production process.

What is your policy on refunds?

We take pride in providing high-quality products and are committed to your satisfaction. We understand that occasionally, issues may arise with your purchase. This Return Policy is designed to guide you through the process of returning a product and seeking resolution for any concerns.

Returns on a Case-by-Case Basis:

We accept returns on a case-by-case basis for products that arrive damaged. Due to the nature of our food-based products, we cannot accept returns for reasons other than damage during transit or quality issues.

Damaged or Defective Items:

If you receive a product that is damaged during shipping or if you believe it to be defective, please contact us within seven (7) days of receiving your order. To initiate a return, please email us at info@wellkeptrabbit.com and provide the following information:

- Your order number.
- A clear photo or description of the damage or defect.
- Your preferred resolution (refund, replacement, or store credit).

We will review your request promptly and provide instructions on returning the damaged or defective item.

Refunds Beyond 30 Days:

We are unable to accept returns for refunds on products purchased more than 30 days ago.

Non-Returnable Items:

Certain products, such as personalized or custom items, cannot be returned unless they arrive damaged or are deemed defective.

Refunds:

Refunds will be issued once we receive and inspect the returned product. If your return is approved, we will process a refund to the original payment method, minus any applicable restocking fees.

Restocking Fees:

In cases where we accept returns on products not deemed damaged or defective, a restocking fee may apply.

Shipping Costs:

Shipping costs for returns are the responsibility of the customer unless otherwise specified.

We appreciate your understanding of our return policy. If you have any questions or require further assistance, please do not hesitate to reach out to us. Your satisfaction is important to us, and we are here to assist you in any way we can.

This Return Policy is subject to change without notice. Please review it periodically for any updates.

Do you have a restock fee for cancelations?

If cancellations exceed the 24 hour grace period, we require a 25% restocking fee.

What's your policy for packages that are lost, stolen, returned or damaged?

Please note that once your package is in the hands of USPS, UPS, FedEx, etc. it is out of our control. We have no control as to when you will actually receive the package(s). Please know, we do all we can here at The Well Kept Rabbit to get your package prepared for shipping as quickly as possible.

We are not responsible for lost, stolen, returned, or damaged packages under any circumstance. If package is marked “delivered” but you have not received you will need to make a claim with USPS/UPS/FedEx. Please note that you must choose a shipping method that is insured, for example, "priority mail" with USPS vs. "first class mail" which is not insured and will not be refunded. You will be financially responsible to replace the items (if you so choose), but The Well Kept Rabbit is not able to replace the items.

If your item has taken longer to be delivered than you think necessary (or what your delivery service says it will take) you will need to call your delivery service directly.

Legal Disclaimer

Well Kept Rabbit® is not responsible for accidents, illnesses or injuries that occur from use of our products.