CUSTOMER SUPPORT PAGE

Product Details:

How Can I Get More Information?

You will find more information within each product page, however if this customer support page and the product page does not answer all of your questions, please feel free to email us at: support@coopsandcages.com.au

What does Capacity mean?

We've had veterinarians and farmers evaluate our entire product range based on the sizes of the most common chickens, dogs, cats, etc and outline how many should be able to fit ideally. These are only a 'suggestion' as animals are not all the same size, shape or energy levels, so please measure your animals and evaluate the products before you purchase.

Do you have a Display room for me to see the products?

Unfortunately we do not have a display room as this helps us offer you prices that are lower than our competition and pet stores, while still maintaining such a high quality. All of the dimensions, carton items, images and other information can be found on the product pages provided.

What are the exact Dimensions of the product?

Within the product page, look under the 'Dimensions' heading and you will see the exact measurements for everything such as bar widths, internal compartments, external areas, etc.

What are the Required Building Tools?

There are some tools required (screwdriver, spanner or allen key) to build the majority of our wooden or metal pet enclosures.

Are the products delivered Already assembled?

All of our products are flat packed (similar to Ikea) however, we have already put wire on the frames, assembled the roof parts, walls, etc. So all that is required for you to assemble the enclosure it place 4 walls and a roof together.

Are the products Ease to assemble?

Yes, we go through a lot of product testing to ensure that the enclosures can be erected by 2 people very easily. We have had a lot of 70 year old coupled put our enclosures together without a problem.
If you feel that there might be an issue with the weight or size, please hire a handyman (or a younger friend / relative) to put it together for you

Is the wood Termite and pest proof?

DO NOT: Use a termite treatment on your kennel, coop or hutch, as this can be poisonous to humans and your lovely animals.
The wood is manufactured under high temperature, meaning the humidity levels have created the wood to be less appealing to termites. We have never ran into an issue at all with termites damaging any products.

Are the enclosures Fox, Snake, Cat and Wild Dog proof?

There has never been an incident where our enclosure have been broken into (this includes burying into the enclosure. However, if you are concerned or in a highly prone area to these predators, simply lay 'chicken wire' on the bottom of the enclosure (Approx $10 from a Hardware Store) or bury bricks around the base of the enclosure to deter digging predators or simply lock your chickens into the wooden house overnight for the best security.

What ground type should we lay our enclosure on?

Concrete / Bricks: These are okay options, as it stops predators digging in and prevents wood rot but ensure your put plenty of hay onto the ground.
Grass / Dirt: This is the best option, but we suggest to lay some pressure treated lumber along the bottom of the hutch (50% in dirt and 50% above dirt). This will stop wood rot, help deter predators digging and help secure it to the ground.

Are the products able to be used with other animals?

Yes, you can indeed use the products for different animals. A lot of our customers use our chicken coops as cat runs and rabbit houses. Same goes for our dog pens, where they use them to fence off their gardens from kids, etc.

The Box says a different product to the one I bought online?

This does happen from time to time, as we supply our products to pet retail stores and they request the advertising that they would like on the box. However do check that the dimensions are the same as the product you purchased online before contacting us, as our products are usable for multiple animals and the product is exactly the same.

Do you supply Bases for coops and enclosures?

Unfortunately, some of our enclosures do not included a base but we do suggest 'chicken wire' as an easy to install and effective solution (Approx $10 from a Hardware Store)

Can I paint the kennels, coops & hutches?

Our kennels, coops & hutches will absorb paint but ensuring for weather damage and safety for your pets is the most important. Specific guidelines to painting our wooden items would be to use a waterproof and non-poisonous paint.

What is the Weight and amount of cartons per product?

We have the carton weight (which will approximately be the weight of the pet enclosure), approximate carton sizes and carton quantity listed in every product page.

Can I get an Extension or add-on if I need more space?

We do not provide extensions for our enclosures, as being able to supply them for our vast product range would not be feasible. So, please make sure that you order the correct size from the start.

Is it possible to Alter the product assembly or layout?

We do not suggest trying to swap sides of doors, nest boxes, not using stands, etc, this is because you are not covered by warranty if mistakes are made during the assembly when not following the correct instructions.
However this has been successfully completed by various 'handy' customers.

Do you have Additional photos for products?

Our product pages have a great array of photos, however if you email us via support@coopsandcages.com.au we will try and get some more photos and images for you (if we have any).

Are there any addition fees not listed on the website?

No, the price that you see on the website includes all expenses from GST (tax), shipping to your location, shipping insurance, packaging fees and more. So, what you see on the website is the final amount that you will pay upon checking out and paying.

What maintenance is required on all wooden products?

If you are planning on leaving any of our kennels, coops & hutches in elements of weather, we suggest that twice a year you should apply a coat of deck oil or deck sealer. This will increase longevity of your purchases.

The item is out of stock, when will it be available?

We never usually run out of stock. However, if we do, we estimate that the products should be back in stock within a couple of weeks. If you come across an item that you really want, simply click the ‘Check Availability’ button and we will email you as soon as they come back in stock.

Payment Types:

Purchase Orders:

Yes, we can provide your company with a 'Purchase Order Invoice', however this must be a Company / School / Charity / Government Body, etc and not for individuals. If you would like a ‘Purchase Order’, please contact us via: support@coopsandcages.com.au

Cash on Delivery:

No, we do not provide any ‘Cash on Delivery’ services.

Bank Deposits:

Yes, we can provide your company or you personally with a direct deposit service, as long as our guidelines about the depositing amount are adhered to. If you would like a 'Bank Deposit' order, please contact us via: support@coopsandcages.com.au

PayPal:

Yes, we offer customer protection and payments via PayPal, simply follow the ‘Add to Cart’ checkout process and select ‘PayPal’ when choosing the payment type. Then you will be directed to PayPal’s secure website to finalize the payment.
Note: You can pay via a credit card, without a PayPal account, through this method

Cheques:

No, we do not provide any payments via 'Cheques' due to instances of them being lost in the mail.

Major Credit Cards:

Yes, we accept all major credit cards including: Visa, MasterCard, AMX (American Express) and Discover Card. Simply follow the 'Add to Cart' checkout process and select 'Credit Card' when choosing the payment type, the website will prompt you for your card details. None of your credit card details are kept on the website and is sent to the processing bank instant and a highly secure 256 bit encryption to ensure safety of your details.

Shipping Details:

What is the Shipping Price? (Free)

Yes, shipping on EVERY product is completely free, no matter the location within Australia, no matter the size of the product.

Dispatch Time Frame?

All of our products are dispatched within 1 or 2 business days - Usually this is within 24 hours of when the order was made.
In busy periods such as Christmas, Easter, etc, dispatch can take a maximum of 3 business days.
Note: No dispatch or postage will occur on either a Saturday or Sunday.

Delivery Time Frame?

2 - 10 business days, after dispatch. As our products are located in Melbourne, so closer proximity to Melbourne will have a quicker delivery time than to Perth.

How do I Tracking my parcel?

Within 2 business days of your order, you will receive an email confirming the shipping of the order. At the bottom of the email are the shipping details which will consist of a link to a website (example: https://auspost.com.au/track/) and a 'Tracking ID' (example: PR123456).
Simple open the website link provided and paste in the 'Tracking ID'. This will show you an up to date (within 48 hours) location of your parcel and where it is in the delivery process.
If you have not received an email with these details, please first check you 'junk / spam' folder and if it is not there, email us via: support@coopsandcages.com.au

Is Pickup Available from your Warehouse?

Unfortunately, our warehouse staff are lovely people, but they are great at logistics and have too many orders each day to manage - also every warehouse personnel must receive security clearance and training. This is why we offer free shipping and dispatch the products as quickly as possible.

The product might be a Lost parcels?

Before we can open any official investigations, the parcel must have been within transit for more than 10 business days.
However, what seems to get a great response rate is a call from the receiving party and then you can notify us and we will follow it up with them as well.

Can you fulfill Express Shipping / Delivery?

Unfortunately, we cannot offer express shipping on our products. This is largely due to the size and weight of our products and no courier in Australia wanting to guarantee next day or express shipping on them.

Leaving Parcel at your Door or Front Gate?

We do not suggest to leave the product in the open at your house, however know that sometimes you might not be home due to prior commitments. In our experience, it is evident that the courier companies do not notify the delivery driver of our notes (or the delivery drive ignores them) but a note on your door / front gate usually works wonders, as they have already started moving the product and might be willing to leave it as per your instructions.
Note: This is not guaranteed to work (however has worked for most customers) as it is up to the discretion of the delivery driver.

Is the delivery Taking way too long?

Before we can open any official investigations, the parcel must have been within transit for more than 10 business days.
However, what seems to get a great response rate is a call from the receiving party and then you can notify us and we will follow it up with them as well.

There seems to be a Missing box (eg, meant to have 2 but only have 1)

If you have only received 1 box and the product that you have ordered outlined that you should receive 2, there are a couple of solutions to this:

  • During transit the parcels can get separated during the sorting. This is the most common occurance and the second (or third) parcel is usually only a day or two away. Checking on the order via the ‘Tracking Details’ we provided will usually inform you about where the second parcel is.
  • The parcels might have been delivered at 2 different dates and so the first one may have been missed and is awaiting collection at the local post office. Checking on the order via the 'Tracking Details' we provided will usually inform you about where the second parcel is.
  • One of the parcels might have been lost during transit. If it has been more than 10 business day for the deliver and the 'Tracking Details' says that the other parcel is still in transit, please contact us via support@coopsandcages.com.au and we will assist you in following up the location of the parcel.

What couriers and delivery companies do you use?

We primarily use Australia Post and Allied Express.

My Order:

My product is Damaged, what do I do?

If you have received an item that was damaged (no matter if it is the box or the item) the first step is to take photos of the damage before opening the box or assembly the product.

  • Process you must follow:
    • Take a photo of the damage (whether it is the outside of the box or an actual part)
    • Note the part(s) that were damaged (by matching them up with the instruction manual)
    • Email us via support@coopsandcages.com.au with the ‘Order Number’, attached the photos of the damage and outline the exact parts that are damaged
    • We will pay for the shipping and cost of the replacement parts to ensure they get to you as soon as possible. If it is only 1 item to be replaced, we will not require you to ship the product to us but it may be required if multiple parts are required (we will pay for the return shipping).
  • There are a few scenarios of this happening:
    • The parcel arrived to my house damaged, in this case, simply take a photo of the unopened box to show evidence of damage (as we will use this for insurance against the courier) and then unpack the box and inspect the parts for damage. If a part is damaged, follow the process outlined above.
    • If an Item / Part is noticed to be damaged before assembly begins, follow the process above and outline that the packaging was not damaged
    • If during the assembly of the product a part broke, please still follow the process outlined above, as if it is evident that it’s a defect with the product we will deliver a replacement piece instantly

There are Missing Screws / Parts / Instructions?

First we need to confirm that you have received all the cartons you should have received, this can be done by checking the product page first. Once you have confirmed that you have the correct amount of cartons, follow the below process:

  • Note the part(s) that were missing (by matching them up with the instruction manual)
  • Email us via support@coopsandcages.com.au with the ‘Order Number’ and outline the exact parts that are missing
  • We will confirm shipping of the parts to ensure they get to you as soon as possible

You have been sent the Wrong Product?

First we need to confirm that you have received the wrong product, this can be done by checking the order product page to the product image on the front of the cartons. Please ensure you do not base this off the product name on the box, as this can sometimes not match the website name, as we supply pet retail stores and they outline the names they would like to be on the products.
Once you have confirmed that the images are indeed incorrect, follow the below process:

  • Email us via support@coopsandcages.com.au with the ‘Order Number’, ‘Product SKU Code’ and outlining why you believe you have received the wrong product (taking photos of the image on the box can assist this process)
  • We will check your order and double check this with the inventory that was dispatched on the day your order was sent.
  • Asmistakes can happen, if this is the case, we will provide you with a ‘Reply Paid’ shipping address for you to send the original parcel to us (‘Reply Paid’ means that you do not need to cover any of the costs) and we will instantly send you out the correct product.

How do I Tracking my parcel?

Within 2 business days of your order, you will receive an email confirming the shipping of the order. At the bottom of the email are the shipping details which will consist of a link to a website (example: https://auspost.com.au/track/) and a ‘Tracking ID’ (example: PR123456).
Simple open the website link provided and paste in the ‘Tracking ID’. This will show you an up to date (within 48 hours) location of your parcel and where it is in the delivery process.
If you have not received an email with these details, please first check you ‘junk / spam’ folder and if it is not there, email us via: support@coopsandcages.com.au

Where can I get exact details of the 12 month Warranty?

All you need to do is visit the link below and read the exact details about our generous 12 month warranty on all products: https://www.coopsandcages.com.au/terms-and-conditions/

What is a 7 Day 100% Money Back Guarantee?

If you are not happy with the quality of the products that we have provided to you, simply take a photo of the specific part of the product that is substandard, email us via support@coopsandcages.com.au with your ‘Order Number’, the picture and why you are not happy within 7 days of receiving the product.
We will contact you back and after we receive the product in the original box and the same condition it left our warehouse in, the 100% Money Back Refund will be sent to you.
For more information, read: https://www.coopsandcages.com.au/terms-and-conditions/

Do you offer Refund or Exchange for Wrong purchases?

We are more than happy to provide refunds or exchanges for wrong product purchases. Simply follow the process below:

  • Email us via support@coopsandcages.com.au with the ‘Order Number’ and that you want a refund or exchange (with the exchange, the product you would like to swap it for)
  • We will approve the request and there is a 25% restocking fee on all change of mind refunds / exchanges and we will provide you with the return address.
  • You will then send the parcel to our warehouse, we will confirm the product is still in a condition to be re-sold and provide the exchange or refund to you

I Have not received an email, no notification and no communication?

This does happen from time to time and there are a couple of reasons and quick fixes to this:

  • The email might be in your junk or spam folder. This happens due to the settings on your emails spam filter, as they might believe that the ‘order’, ‘invoice’ or ‘shipping’ template emails are spam advertising, etc.
  • If you cannot find the emails in there, simply notify us via email: support@coopsandcages.com.au that you have not received any communication (as we cannot see if it gets caught in your spam or junk folder) and we will send you through your ‘Tracking Details’ or ‘Order Invoice’ or any other information that you may require.

Can I Cancel my order?

As we dispatch orders so quickly, we will always try to cancel the order upon your request, however their is a high probability that your product has already gone out. If the product has already gone out of our warehouse and you would still like to go ahead with cancelling the order, please see the process for receiving a ‘refund’.

I changed my mind, can I change my order to another one?

Fortunately, we do accept you changing your mind as it does happen from time to time. However, we do ship out products as soon as we possibly can and our last notification to the warehouse is around 5:00pm Melbourne Time, so you do need to inform us the same day before this time for us to successfully cancel the shipment.

How do I submit a warranty claim on a broken / faulty product?

Unfortunately from time to time products can be used and abused and cannot withstand this, which is why we offer a 12 month warranty on our products. Simply take some photos of the damage to our email (support@coopsandcages.com.au) and we will review your warranty for you. If your purchase was made within 12 months, the damage was not an original fault, etc (see below link) we will gladly send you out a replacement product to the same address complimentary. Note: All warranty claims are required to be sent back for testing and to meet our warranty guidelines, which are visible: here.

Will the item still be at the same price once it’s back in stock?

A product being out of stock does not determine a price change, however pricing might slighting increase or decrease as we do work with interstate couriers who do have a significant impact in the price it costs us for delivery (even though all prices include free delivery)

Contact Us:

There are a lot of ways to get hold of us, simply follow any of the below:

Further Assistance:

How can I add products to the checkout cart?

Simply watch the “Add Products to Cart” video on this page: https://www.coopsandcages.com.au/how-to-guides/

How do I purchase the product I added to my cart?

Simply watch the “Checkout & Purchasing” video on this page: https://www.coopsandcages.com.au/how-to-guides/

What is the easiest way to ask a question while look at a product?

Simply watch the “Asking Us Anything” video on this page: https://www.coopsandcages.com.au/how-to-guides/

How can I find a product and navigate around the website?

Simply watch the “Finding & Navigating” video on this page: https://www.coopsandcages.com.au/how-to-guides/

Do you have a number I can call for assistance?

Unfortunately, this is unavailable at the moment, as we are constantly at the warehouse packing your parcels and it is a bit too noisy to answer phone calls respectfully as well as rude if we miss your calls. But one of the staff can usually get on the computer and reply extremely quickly during the day.

I get an error when placing an order, what now?

It really does depend on what the error of the order is – if you are able to send us a ‘screen shot’ of the error, the exact text of what it said or even the error code, it will help us with assisting you. Alternatively, you can view our helpful How to Guides, which are videos showing you how to execute every step of the buying process.

Am I able to receive updates about new product?

Yes, you sure can get updates to new products that we release. If you would like to be added to our exclusive updates list, please send us a request email to:support@coopsandcages.com.au Note: If you have already purchased a product and agreed to our email terms, we have already placed your email into our email notification subscriber list.

Charities, Sponsors & Events:

Do you Sponsor any Events?

Yes, we do regularly sponsor pet events from time to time, with products more than monetary sponsorship. However contact us to enquire but just be aware that we usually allocate our budget 6 month to a year in advance due to the demand.

Would you be able to donate to our charity?

As we donate to a couple of major charities (listed below) we generally only donate via products than monetary, as we do not want to spread our philanthropy too thin, or otherwise we will not be able to assist anybody. The charities we currently donate to:

Are you interested in an expo stall or being an exhibitor?

No, unfortunately we are not interested to be involved in any paid exhibitions, as it is not part of our marketing strategy. So, please do not contact us if you are seeking our interest.

Are you interested in paid Radio, Print or Magazine Advertising?

No, unfortunately we are not interested to be involved in any radio, print or magazine paid advertising, as it is not part of our marketing strategy. So, please do not contact us if you are seeking our interest.

Your Account

I can’t log into my account, help!

If you cannot login to your account: here Click on the text link that says: Forgot Your Password? Fill in your details and your password will be reset and sent to your email

How can I update my account details?

Login to your account: here In the ‘left column’, click the ‘Account Information’ or ‘Newsletter Subscriptions’ Then make the update and hit ‘Save’

How can I change or update my shipping address in my account?

Login to your account:here In the ‘left column’, click the ‘Address Book’ Then make the update and hit ‘Save’

How can I change my password?

Login to your account:here In the ‘left column’, click the ‘Account Information’ Tick the ‘Change Password’ box and you will see the prompts appear below Then make the update and hit ‘Save’