Q: How do I place an order? Simply add your favourite hamster goodies to your basket and go through checkout. You’ll get an email confirmation once your order is placed. Q: What payment methods do you accept? We accept major debit and credit cards, PayPal, and other secure payment options shown at checkout. Q: How long does dispatch take? We aim to dispatch all orders within 1–2 working days from our UK base. Q: What are your shipping options? Standard delivery starts from £3.49. Larger or heavier items (like cages or ceramic hides) may be shipped via DPD for added protection. Q: Do you offer combined shipping? Yes! Shipping is automatically combined at checkout where possible. Q: Can I change or cancel my order after placing it? If your order hasn’t been shipped yet, email us as soon as possible at info@puffandwhisker.com and we’ll do our best to help. Once it’s dispatched, we can’t make changes.

Q: Do you deliver outside England? Not at the moment — we currently deliver within England only. Q: How long does delivery take? We use standard delivery, which usually arrives within 2–4 working days after dispatch. Q: How much is delivery? Delivery costs are shown at checkout before you pay. We sometimes run free shipping promotions, so keep an eye out! Q: How will I know when my order has been sent? You’ll receive an email as soon as your order is on its way.

Q: Do you accept returns? We only accept returns for items that arrive faulty or damaged. Please contact us within 7 days of receiving your order if this happens. Q: How do I report a faulty item? Email info@puffandwhisker.com with your order number, a short description, and a photo of the issue — we’ll sort it quickly. Q: How long do refunds take? Once we confirm the issue, refunds are processed within 5–10 working days back to your original payment method.

🌿 Product Safety & Materials Q: Are your products safe for hamsters? Yes! All our items are carefully chosen to be hamster-safe, high quality, and fun. Always supervise your pet with new toys or accessories to make sure they’re suitable. Q: What materials do you use? We prioritise pet-safe, natural materials such as birch and poplar plywood, ceramic, and terracotta. No harmful coatings or treatments are used. Q: Do you seal wooden products? Some items may include aquarium-safe sealant for durability and easy cleaning. This is completely safe once cured. Q: Do you sell food or treats? Yes — but only products we’d happily give to our own hamsters! We don’t accept returns on opened food or treats for hygiene reasons. Q: Do you make custom items? If you have a special request, email us at info@puffandwhisker.com — we’ll see what we can do! 🐾 Forage, Sprays & Treats Are your sprays safe and clean? All sprays are carefully handled and are from reliable sources that have been carefully selected. We recommend freeze (Freezing 48 hours in sealed container such as zip lock bags → defrost for 24 hours→ refreeze for a further 48 hours) to help eliminate pests before reaching your pet. How should I store sprays and forage? Keep in a cool, dry place away from sunlight. Airtight containers are recommended. Are freeze-dried treats safe for hamsters? Yes—our treats are single-ingredient and fed in moderation as part of a balanced diet. 🏡 Cages, Accessories & Sizing What cage size do you recommend? For Robo / Dwarf hamster, we recommend a minimum of 100cm enclosure. For Syrian hamsters, we recommend a minimum of 100cm enclosure, with 120cm+ being ideal for enrichment. Will your accessories fit my setup? Most product dimensions are listed clearly on each product page—please double-check before ordering.

Q: How can I contact you? You can reach us anytime at info@puffandwhisker.com, or use the contact form on our website. We aim to reply within 1–2 working days. We are also on Facebook and Instagram (@PuffandWhisker ) —we’re always happy to help!