TJs Chinchilla Supplies and
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TJs Chinny
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Questions & Answers

Do you take International Orders?
I'm sorry, but I do not do any international orders.

Why is shipping so high?
The carriers set the shipping rates. Also, it is impossible to be accurate when setting up the paypal cart for shipping charges, so they are a little high. When I close the order out with paypal, any extra shipping charges, except for $1, will be sent back to you via paypal. I do keep an extra dollar to help defray the costs of paper, tape, ink, paypal fees, & etc. However, if enough shipping is not charged, I will send you an invoice needed for the rest of the shipping. Just FYI, I am located in NY, so the further away, unfortunately, the more it will cost.

Orders shipped by UPS
UPS will charge an extra $5.00 for a pick-up. To save you money on shipping, I will drive the package to the UPS location myself. Since gas prices are getting high, I will charge an extra $2 to help cover the cost of my gas. This way you are still saving money on the UPS cost.

Why did I receive a refund? Was something out of stock?
Most of the time, the refund was left over shipping charges, minus $1 which I keep to help defray the cost of paper, ink, tape, etc. However, there are times it might also be a refund. If I am ever out of stock on anything you order, I will send you an email to ask if you would like to wait for the product to be in stock, a refund or a different product. If I don't hear back from you within 7 days, I will send the order out, and refund your money. If you do not get emails from me, they are ending up in your spam folder. All you need to do is change your settings with your email provider so emails sent from TJs goes into your Inbox.

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. Since we are a small company,we can not cover the cost for lost packages. it is up to you to take out insurnace on your package, and/or add on signature delivery, 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, or you would like signature delivery, and then I will give you the extra cost they charge.

I never received my package, will you replace it?
Different carriers work differently if your package is lost. Insurance/signature delivery is available to you, so if your package gets lost, they should cover it. Just send me an email, I will look up the cost, and let you decided if you want to pay for it or not. It is worth paying a little extra, especially if your order is expensive. If there is no insurance/signature delivery, the carrier will not cover it.

The Postal Service, UPS, and FedEx all work differently. FedEx and UPS will cover up to $75 if the package is lost. If the value of your order is more than $75, they will charge extra to insure the full value of your order--which in my opinion, is worth it.

Unfortunately, the Post Office will not cover a package if they say it has been delivered, even if they delivered it to the wrong address. So having signature delivery can prove they delivered the package to the wrong address. However, even with insurnace/signature delivery, I need to know within 10 days from when the package was sent. 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.

I sent you an email, when should I expect a response?
Due the large volume of e-mails I receive, if I do not get back to you within 2-3 days, please send me a reminder email. [It is important to me that you know you are not being ignored.]

When will my order be shipped out?
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.

Can I substitute something in a package deal?
Yes. We want you and your little one to be fully satisfied with your order, so if you would like to order a particular package, but for some reason need to change an item or two in it, I would be more than happy to change it for you. Just send me an email before you order.

Can I try something before I purchase it?
Most definately. If your pet has never had something in particular, please send me an email, and I can use that as your freebie. I would rather give it to you free to try it first, that way if the item is not liked, you are not wasting your money.

Can you make me a custom toy?
Yes, please send me an email with the items you would like on it, and how much you would like to spend, and I will be more than happy to accommodate you.

Can I order items in bulk that are not listed as bulk?
Yes. Send me an email with the items you are interested in purchasing, the quantities of each product, and if you would like natural or dyed.

I put an order in a few days ago, how come I have not received a confirmation about my order?
I only use PayPal's cart, and unfortunately, they do not send out confirmation emails when orders are received.

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?
Yes, I do get questions like that all the time. Let me try to explain, I have no helpers, I have to do everything myself, I am a legal business, each month I spend at least one day on paperwork alone. Then I must spend about 1 hour a day answer emails like this one [this question], which takes time, and makes me more behind. 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 my scrap pack, wood mix, etc. does not look exactly like the picture on your site?
I take a picture of these items when I put them on my site, they do change because they are all natural items, and you just never know what items/pieces will become scraps, or what exact sizes, shapes etc, I will get in from my venders. So pictures on the wood items will be similar, just not exactly the same. I hope this does not cause any problems, if it does, please send me an email and ask what exactly I have in stock at the moment, and if I have what you are looking for, I will be more than happy to accommodate you.

How come I was able to order something, but was told it was no longer available?
Changes are made often to the website, so to be sure you are viewing the most current page, please "refresh" the page. Otherwise you are viewing a page from your cache, and that might not be current.

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.

What shipping methods do you use?
Packages are shipped via USPS and Fedex. If you live from Virginia over to California, or if you live close by but have a large order, it is important to give me your phone number with area code[in the notes section of paypal]. This is for FedEx only. This way if they need to contact you about your order, they can. If I don't receive your phone number, I will be forced to put in all 0's and if your package gets lost, FedEx will not be able to reach you. I will not be responsible for lost packages.

Address Shipping Policy
Your package will only be shipped to your paypal address. Before you place your order, please be sure that your paypal shipping address is correct. If you send me an email with a different address, I will refund your money. I will not be responsible for orders sent to wrong addresses due to having the wrong paypal address, so please check your address before you send your order. I apologize for any inconvenience.

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.

If you have any questions, you can click below.

Please exchange at for @ in the email address below
My email is: tjschinchillasupplies at