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Thank you for your payment. Your transaction has been completed, and a receipt for your purchase has been emailed to you. You may log into your account at www.paypal.com to view details of this transaction.

Important information below if something arrives broke, doesn't arrive etc. I am please asking for you to please read all of these Q's/A's. If any of the rules below are not followed, and there is an issue with your package, nothing can be done. Plus, there is a lot of helpful information that is important. Thank you very much, I really appreciate it!

Questions & Answers

How come I did not get a confirmation for my order?
Paypal does not send out comfirmations to people when they order.

Why did I receive a refund? Was something out of stock?
No. If I am ever out of stock on anything you order, I will send you an email. The refund was left over shipping charges, minus $1 which I keep to help defray the cost of paper, ink, tape, etc.

How will I know when my order ships out?
When I finish your order, I will print your label out, and paypal will send you the tracking number. When you get your tracking number, it should say your order is In Process. That means -- your order is done, and it will be going to the carrier the next business day.

What if my order gets lost?
TJs is NOT responsible for packages after they leave our premises. We have no control over what happens once they are picked up by the carriers. We will not cover the cost for lost packages. it is up to you to take out insurnace on your package, so if it does get lost, the carrier will cover it. All you need to do is send me an email letting me know you want to add insurance onto your package, and then I will give you the extra cost they charge.

I never received my package, will you replace it?
Insurance is available to you, so if your package gets lost, the carrier will cover it if you have insurance. Just send me an email, I will look up the cost of insurance, and get the cost to you and let you decided if you want to pay for it or not. If there is no insurance, it will not be covered. However, even with insurnace, I need to know within 10 days of being shipped if you do not receive your package. You'll know when it was sent because PayPal will always send you tracking information. If you tell me 3-4 weeks after your order went out, nothing can be done. The carriers will not replace anything lost if that much time has lapsed.

A product arrived broke, can I get a refund on something I ordered?
At TJ's Chinchilla Supplies, our goal is to provide the best products at the best prices for you and your chinchillas. Please contact us if you receive any defective items or if there is any other problem with a product you receive from us, and we will be happy to work with you to resolve the issue. A photo of the damaged product and a photo of the invoice is necessary for a refund, or any type of compensation. Also, I must be contacted within a week of delivery. Further, feedback on our products and services is always appreciated.

My box arrived destroyed. Some of my bags are ripped? Is this covered?
A photo of the damaged box, damaged product and a photo of the invoice is necessary for a refund, or any type of compensation. If I do not received a photo of the mentioned items, I can not do anything.

When will my order be shipped out?
I am a one owner business. If there are no made-to-order items on your order [fleece, wood items], your order will be shipped out within 4 - 10 days. If you have any fleece or wood items that need to be made, please allow up to two weeks, longer if you have more than one item that has to be made.

I placed an order and have not received any carrier or tracking information.
After your order is filled, and the label is printed and attached, I will close the order out on PayPal. When I close it out on PayPal, I will put in the carrier, the tracking number, and "IN PROCESS" [which means, it is all set to go, but still at my house, and expected to go out for delivery the following day]. Once I finalize the PayPal receipt, they will send you an email with the carrier and tracking information.

Last month, I received my order in two days and this time it took five, how come?
I have no helpers, I have to do everything myself. Running, even just a small business, is very time-consuming. I am a legal business, so each month I spend at least one day on paperwork alone. I am sorry I can not always get orders out within 24 hours, I wish I could, I really do, but unfortunatley, I have so many other things I have to do to keep this business in order, and it is not easy when you have no help. I will not bore you with all I have to do, but please believe me when I say, I am actually very upset if I can not get your order out within 24 hours, and if i do not, it is not because I am lazy, it is because I literally have so much do, I am constanly on the go, I work as hard as I can, and do as much as I can. I have to ask you to please be patient with me, and I do appreciate it very much.

How come you do not offer free shipping like others do?
First if all, there is no such thing as free shipping. You are paying for it, they just make it look like they are paying for it. No vender will not take a loss like that. The way they can offer free shipping so it looks like you are not paying, is by raising the prices of their merchandize extra high [which is what is paying for the shipping] and making you purchase a large minimum amount.

The next time someone offers you so called "free shipping" compare your order total with another company that carry the same items, with shipping included, see which price comes in lower.

I prefer to keep my prices low, and offer exact shipping. No games here.

What if my package gets lost?
TJs is not responsible for any lost packages. If you would like to pay for insurance on your parcel in case the carrier does lose it, please send me an email and I will let you know the cost.

Satisfaction
It is very important to TJs that you and your little one[s] are satisfied. If there is any kind of problem with your order, please send me an email with a picture so we can fix the issue. If you are not happy, then we are not happy.

Please also read my a Disclaimer. [click "Disclaimer" when you hover over it]. There is also a wealth of information there too.

I have additional valuable information on this page.