Frequently Asked Questions
Your bunnies can’t wait let’s get your questions answered. Everything about orders, deliveries, returns, and more.
How long does it take to receive my order?
Orders are usually processed within 1–3 business days. After shipment, delivery usually takes 7–15 business days, depending on the destination. These timeframes are estimates, not guarantees.
Are the prices on your website in USD?
Yes, all prices on our website are displayed in USD (US dollars). Even if you are ordering from Canada, for example, the prices shown on our store are in USD, not Canadian dollars.
Can I pre-order an out-of-stock item?
Some of our products are available for pre-order directly on the product page. If the option isn’t available, feel free to contact us and we’ll do our best to help you get what you need.
Where is my order and how do I track it?
You can track your order in real time on our tracking page. Enter your order number and email address, or the tracking number from your shipment confirmation email. Please allow a few days for tracking updates to appear.
Orders are usually processed within 1–3 business days. After shipment, delivery usually takes 7–15 business days. These timeframes are estimates and may be extended during peak periods.
How can I get in touch?
Start by checking this FAQ — there’s a good chance your answer is right here! If not, reach out through our contact page or email us directly at contact@rabbit-world.com.
We reply to every single message — one is all you need. Our team responds within 24–72 hours.
I haven’t received my order yet — is this normal?
Orders are usually processed within 1–3 business days. After shipment, delivery usually takes 7–15 business days. These timeframes are estimates, not guarantees, and delays may occur.
You can check the status anytime on our tracking page. If the estimated delivery window has passed, please contact us and we’ll look into it right away.
Do you ship to my country?
We ship to most countries worldwide! We ship to many countries worldwide, including the United States, United Kingdom, Canada, Australia, Europe, and many others. If you’d like to confirm availability for your specific location before placing an order, just drop us a message and we’ll be happy to check for you.
Will my items arrive in one package?
For larger orders, your items may arrive in multiple packages. This helps us ensure the safest delivery experience for the safest and most cost-effective delivery.
How long does it take to receive my order?
Orders are usually processed within 1–3 business days. After shipment, delivery usually takes 7–15 business days, depending on the destination. These timeframes are estimates, not guarantees.
What should I do if I have a problem with my order?
We’re here to help! Reach out through our contact page or email contact@rabbit-world.com. Please include your order number and a clear description of the issue so we can resolve it as quickly as possible.
What does premium delivery include?
Premium Shipping gives priority to the processing and shipment of your order. If an issue requires a replacement, the replacement request and shipment are also handled as a priority.
Important: Premium Shipping does not guarantee a shorter delivery time. After dispatch, the usual estimated delivery timeframe of 7–15 business days still applies.
Can I cancel or change my order?
Please contact us immediately with your order number. We will do our best to accommodate your request, but changes or cancellations cannot be guaranteed once an order has been placed. Once the order is being processed or has already shipped, it can normally no longer be changed or cancelled.
My tracking isn’t updating — what’s going on?
Don’t worry — tracking information can sometimes take a few days to sync with the carrier’s system. Your package is on its way! If it still hasn’t updated after several days, feel free to reach out to us.
I placed an order but didn’t receive a confirmation email
That shouldn’t happen! Please check your spam or promotions folder first — it may have landed there.
If you still can’t find it, contact us with your name and order details, and we’ll send you a new confirmation right away.
I made a mistake in my shipping address — can you fix it?
Please contact us immediately with your order number and the correct address. We will do our best to update it, but address changes cannot be guaranteed once an order has been placed. Once the order is being processed or has shipped, the address can normally no longer be changed. An incorrect or incomplete address does not qualify for a refund, and additional shipping costs may apply if the package is returned and must be shipped again.
What is your return and exchange policy?
To protect rabbits’ health and hygiene, all orders are final once shipped. Returns and exchanges are not accepted for a change of mind, an incorrect size, dimensions, color or model, or because a rabbit does not like or use the product. Returns are only accepted for confirmed defective products and must be approved by our team before anything is sent back.
How do I report a defective product?
If you believe your product is defective, please contact us as soon as possible, preferably within 3 days of delivery. Include your order number, a brief explanation of the issue, and clear photos of the product, packaging, and shipping label when relevant.
Keep the product and its packaging until we reply. Do not use, wash, modify, discard, or return the item without our approval. If a return is required for a confirmed defective product, we will provide instructions and cover the return shipping costs.
I received the wrong item — what do I do?
We’re sorry about that! Please contact us as soon as possible, preferably within 3 days of delivery. Include your order number and clear photos of the item received, the packaging, and the shipping label. Keep the item and its packaging until we reply, and do not return anything without our approval. Once the issue is confirmed, we will normally send the correct product at our expense.
What happens after a defective product is confirmed?
Once the defect has been confirmed, our first solution is to send an identical replacement from your original order at our expense. If you do not wish to receive a replacement, we will offer store credit for the same amount, valid only on our website.
If an identical replacement is no longer available, the amount will be refunded to the original payment method.
Are there any additional fees for delivery outside the United States?
We primarily serve customers in the United States and Canada. Our orders are shipped with import duties and taxes covered. You should therefore not be asked to pay additional customs charges upon delivery, including for orders shipped outside the United States.
If a carrier requests an additional payment, please contact us before paying so we can review the situation.
Are payments secure on your website?
Absolutely. All transactions on our site are protected with SSL encryption. We partner with trusted payment providers and never store your credit card information on our servers. Your security is our top priority.
How long does a refund take?
For a confirmed defective product, our first solution is to send an identical replacement at our expense. If a replacement is available but you do not wish to receive it, we will provide store credit for the same amount, valid only on our website.
A refund to the original payment method is issued only when an identical replacement is unavailable, unless applicable law requires otherwise. Once issued, the refund generally takes 3–10 business days to appear in your account, depending on your bank.
