Order & Shipping FAQs

Shipping & Unboxing

All our products are made-to-order. Depending on our workload, your order will ship within 1-4 business days. If we are experiencing a heavy volume that causes delays, we do our best to note this at the top of the site page and/or at checkout.

A shipping label is created once we have finished your order. You will receive an automated email with the tracking number. You cannot track your order until it is picked up and scanned by the carrier which can sometimes be the following business day.

We do not offer expedited shipping due to the carriers high shipping costs.

We are unable to combine and ship orders together from the Cage Store and Market because they operate out of different states.

First, check the perimeter of the house and ask members of your household and neighbors. If it's an apartment, the driver may have left it in the foyer, at the front desk or with the building manager.

Once you have assessed the area contact us immediately, and include the delivery address for confirmation in your email. We will begin a trace with the carrier. This may take up to 8 business days. If the package is declared lost by the carrier, then we will file a claim and ship you a replacement at that time.

Please make sure when you receive your box that you remove all the contents. The grids are cable tied together so unfastening them to get an accurate count. Specialty grids and other items may bundled with Standard grids. All Coroplast pieces are packed flat and often separated from metal by a cardboard insert. Small parts are placed in a plastic bag with a packing slip and instructions. Ensure that you have checked these areas.

Orders can also arrive as a two box shipment. You can verify which type of shipment you have by checking the upper right corner of your label where it will indicate “1 of 1”, “1 of 2”, etc. With two box shipments, one box often arrives before the other; however, the entire order can be marked delivered. Please wait 24 hours before contacting us to see if the other box is lagging.

Are you missing GRIDS or CONNECTORS?

If so, please COUNT for us the TOTAL number of grids and total number of connectors that you received, even if you've already assembled or partially assembled your cage. We need the total number you DID receive in order to really determine what is missing. More often than not, something was assembled according to what made sense rather than according to directions and this helps us figure it all out.

We need the total number of grids and connectors that you did receive in order to determine what is missing, even if you've already assembled or partially assembled your cage. More often than not, the product was assembled according to what made sense and not the instructions. This will help us to determine where the error occurred.

While we take great care packaging your order for transit, damage can occur in transit that we have no control over. Check to see if the product was damaged or any items are missing (please see above on how to check for missing items). If so, please notify us immediately with photos of the damaged box and product(s). Evidence of the damage is required to file a claim with the carrier. You will need to keep the packaging until the claim is completed. If any items are verifiably damaged or missing, we will replace them at no charge.

We may use extra cut pieces of Coroplast as PACKING MATERIAL. It actually works great for helping to keep the contents more secure and safe. You can recycle, repurpose, or make something fun for your piggies.

Returns

Please inspect your order as soon as possible and notify us of any issues within 2 days of delivery. If we made a mistake or missed something, contact us, and we will correct it at no cost to you. Minor cosmetic flaws are not considered 'mistakes.'

If you want to return a product for other reasons, please reference our return policy.

The most common concerns.

#1 “It’s too big!” (This is the reason we require you to check the box saying “Yes, I’ve measured my space and it fits.”) However, there’s a way to save yourself time and money by reducing the cage to a smaller size. Please make sure that you provide your guinea pigs with the appropriate size cage. Contact us for assistance.

#2"This is cardboard!" Coroplast looks like cardboard, but it is made of plastic not paper. Please see our Cages & Cavy FAQ page for more info about Coroplast.

#3: "The cage did not arrive assembled!" These are cage kits. The cages are too big to be shipped assembled and would require a commercial freight truck to deliver.

#4"The coroplast base was folded and is damaged!" Coroplast bases must be scored and FOLDED prior to shipping. This leaves a thin vertical 6” or 12” crease mark in the center of the wall. It is a necessary but minor cosmetic imperfection in order to ship the product to keep shipping as low as possible. This crease is NOT scored, but rather a minor indentaion and does not affect the functionality of the base. It’s barely noticeable once assembled. You can warm it with a hair dryer to diminish the mark. Follow the link for an example of the crush mark Cagetopia Creation setup.

Ordering

Due to factors including measurement complexities, time constraints, and coroplast limitations, we are no longer able to accommodate custom requests. Please keep in mind that our add-ons (such as lofts, ramps, covers, kitchens and patios, etc.) are designed for standard sizes only--as are most other products out there. So, it can be a good idea for future products to stick with standard layouts.

We do offer a large variety of coroplast base sizes that can be modified to suit your plan. Be sure to click on the details and the "what's included" tab for specific dimensions. We have multiple options for coroplast sheets as well.

Our forum is another great resource which has a very large member base and large photo gallery of possible designs. Here are basic how-to instructions for cutting Coroplast.

We currently are not running any sales or promotions at this time.

We are not in any way affiliated with online coupon code websites, so please don’t assume those are valid.

The 10% off code you receive by email after you place a $65+ order on Guinea Pig Cages Store is to use for your first order on our sister store, www.GuineaPigMarket.com, so you can outfit your new cage.

Please contact us before placing your order if you have any questions.

A 3% cancellation fee applies to any cancellations -- including a partial cancellation or refund as our merchant processor no longer reimburses transaction fees on any money we refund to you.

Any cancellation received AFTER a SHIPPING NOTICE has been sent (assuming it hasn't been picked up by the carrier yet) will be charged at 15% RESTOCKING FEE.

To MAKE a CHANGE

Please email us IMMEDIATELY at support@guineapigcages.com with your name, order number and complete change request, and we'll do our best to accommodate you.

Please let us know IMMEDIATELY of any shipping address errors or changes.

If a correction needs to be made once your package has shipped, UPS and Fedex charge an additional $18.00 correction fee. We are not responsible for incorrect or invalid addresses. This fee is passed on to you.

This is why it’s very important to review your Order Confirmation email. If you do not receive an order confirmation. Check your spam folder first, and then, contact us right away as you may have incorrectly entered your email address.

The fastest way to place your order is to enter it through our website. If you cannot, then we will schedule a time for you to place an order over the phone.

Payments

If you choose PayPal as your payment method, your emailed order confirmation will show “Awaiting Payment” status. Once your payment is completed, you’ll receive a confirmation directly from PayPal indicating payment was received. Your order status will then change to Paid, but you won’t receive another email from the Guinea Pig Cage Store.

You are probably trying to enter the Gift Certificate as a Coupon Code. Gift Certificates are a PAYMENT TYPE, not a coupon code. Choose "Gift Certificate" at check out, instead of Credit Card. After applying the Gift Certificate, you can pay the balance using a credit card. Please go to the Credit Card section and choose "Split Payment" and proceed from there.

Please note, if you do a SPLIT PAYMENT, please make sure the order is paid in full and it gets marked as 'PAID.' Even one penny short will leave the order as an open order and will not go into our production queue.

This is typically because an ADDRESS or NAME did not match with the billing address of the credit card you are using. The system will mark this as fraud. Please double check your billing address.

Multiple attempts with the wrong information can flag your account so the transaction will no longer process. You'll need to contact your credit card company OR try a new card.