FAQ

First of all this is not our fault. We only charge you the customer what we are charged by the carrier. Its not only our carrier that does this but almost every carrier in the UK.

The best way to explain this is to use the AB postcode range in the Grampian area of Scotland. 1/3 of the AB postcode are in our standard shipping zone and hence only cost the standard shipping fee, but then the other 2/3's are in zone 4. The difference in cost to us is huge for what is in effect a next door area. Zone 4 shipping charges start at £22 for 10Kg where as Zone's 1, 2 & 3 start at £6.60. To offest this huge price jump we do offer postage options via royal mail for these areas. They may not be the cheapest options but they are better than the carrier prices.

The UK channel Islands are classed as an international destination and as such have the same shipping prices as sending items to France by carrier. Again we do offer Royal mail prices that are the true 1st class prices for the parcels for this zone.

I Live in the USA / CANADA why is no shipping cost shown??

We do not list the shipping prices for the USA and Canada as the customer has to contact us first. Many of the items we sell are not able to be sent to the USA (herbs, forage products) due to licenceing restrictions.

We are always happy to send items to the USA and Canada but customers need to be aware that the cost of shipping is very expensive from the UK. So it is always better to contact us first to make sure there will not be any problems with your order and so we can give you the best shipping price possible.

How do I know that this site is a real business and not just a fly by night?

It is true that a great many online businesses fly by nights or people earning a couple of quid on the side that disappear as quick as they arrive. Rest assured Bunny Basics is owned and run by BunnyBasics.net Ltd. We are a limited Company registered in the UK (see company information for our company number). As a Ltd company we have a great many more rules to follow than sole traders. These include having to file reports with companies house every 12 months. We are also registered with the Inland revenue and with Customs and excise for VAT. We run our Business from 314 Springvale industrial estate in Cwmbran, Wales. We also have many thousands of very happy Customers and would be more than happy to provide references if needed. Finally Bunny Basics has been trading since Feb 2004.

A few months ago I purchased a product for you, I cant find it now. Do you still sell it?

The best way to answer this question will be one to one. Please send us an e-mail via the contact us page and we can let you know. Generally a product is not visable on the shop as it is out of stock or it may be a product that we have discontinued. In the last few months there have been a few products that are no longer available in the UK. By Contacting us we can tell you which of the above your product comes into.

How Do I know that this Site is secure?

Bunny Basics uses a number of systems to ensure that your data is safe. The Site is secured by a SSL certificate (dbl click on the padlock in the bottom right of your window to get more information). We do not hold your Credit card information on our website. When you enter your card details on our website they are transmited to our payment gateway (Protx) who in turn pass the data onto our bank (Lloyds TSB) to process the transaction. All this communicaton is done using a minimum of 1024bit encryption. The Bunny Basics website is hosted on a Dedicated Server (we own the whole server) that is based in Fort worth, Texas at the Level 3 Datacenter. The server itself is protected by a range of Firewalls and defensive systems. Our server is also tested on a regular basis against current threats and has been PHI tested by Mastercard. The only people that have access to any of your data are the Company directors and staff. And there are only 3 computers in the whole world that are authorised to access the server (everything is bound to the IP and MAC addresses of those 3 computers). Even then not only would you need the PKE key set but also the 12 digit Alfa-numeric password set. Finally all data is encrypted on the hard drives of the server.

I think it safe to say that the server is more secure than the average online store website.

Why Dont you sell (insert product name here) ?

This could be for a number of reasons. These can range from inferior quality products, through to not available in the UK. Saying that we are always happy to source products for our customers. If you would like us to stock or source a product please use the contact us page to let us know about it we will then do our very best for you.

I own a pet shop and would like to stock your products, Is this possible ?

YES, Please send us an e-mail for more info.

Do you accept payment by cheque or postal order?

In today's modern age cheque's are not really issued  and actually cost more to process than a card payment.  As we now accept Visa Electron and Solo cards the need to accept cheques has decreased even further. We have also found that many people place orders and select the cheque payment option but don't actually send the payment. This not only ties up stock but also creates more work for ourselves in chasing payments. It is for this reason that cheque and postal order payments will now only be accepted by prior arrangement.

We accept

VISA Credit / Debit / Electron
Mastercard
Maestro
Solo
Paypal

Via phone we also accept American Express