Your Questions... Answered
Need to know about subscriptions, hay, bedding or nibbles? We’ve gathered our most asked questions here, so you can find what you need without foraging around.
The Handy Stuff
A few helpful things to know upfront before you place your order.
Looking for something more specific?
You’ll find detailed product related questions on each product page, full delivery information on our Delivery & Returns page, and everything subscription-related on Subscribe & Save.
What are your delivery costs and times?
Order by 12pm, Monday-Friday, for next working day delivery.*
- Orders £30 and over: FREE delivery.**
- Orders under £30: £4.99.
*Orders placed after 12pm Friday dispatched Monday. Weekends and bank holidays excluded.
**Orders to Highlands, Islands and the Isle of Man will incur additional charges – visit our Delivery & Returns page for more information.
How do I know which products are right for my pet?
Every pet is different, but rabbits and guinea pigs should always have unlimited access to good quality hay, fresh water, and a balanced diet that includes species-appropriate pellets and fresh greens.
A great place to start is with one of our everyday hays, such as Meadow Hay or Timothy Hay. If your rabbit is under six months old, Alfalfa Hay is usually the best choice.
You’ll find feeding information, age recommendations and handy tips on each product page, but if you’re still unsure, our friendly team is always happy to help.
What should I do if there’s a problem with my order?
Send us an email to [email protected], and we’ll help get things sorted.
As a family-run business, we may not be able to respond outside office hours, but we promise to get back to you as soon as we can.
Our office hours are 8:00am-5:00pm Monday to Thursday and 8:00am-1:00pm on Friday.
Do you offer any discounts?
Yes. New customers can enjoy 10% off their first non-subscription order when they sign up to our newsletter.
Save 10% every time on our Mix & Match bundles.
Regular shoppers can save 10% off every order over £30 with free delivery on our Subscribe & Save offer.
We also share the occasional offer by email, so it’s worth signing up if you’d like to hear about those first.
Visit our Subscribe & Save page for more info.
Just a quick heads-up – we’re a family-run farm, so we don’t process orders over the weekend.
Hay FAQs
We grow as much of our hay as we can ourselves right here on our family farm. When we need a little extra, we work with trusted farmers as close to home as possible who share our passion for producing the very best quality hay.
We only use first-cut hay, packed full of natural goodness, so your furry friends can enjoy delicious, high-quality hay with every munch.
Absolutely! We only sell hay that we’d be happy to feed our own pets. Our hay is 100% natural, dust extracted and left unchopped, just as nature intended.
Most rabbits and guinea pigs should have unlimited access to hay, although some products, such as Alfalfa, are better suited to young, growing or underweight animals. Each product page includes more information, or if you’re ever unsure, we’re always happy to help.
It depends on their preferences and needs! Timothy Hay and Meadow Hay are favourites for rabbits and guinea pigs, while Alfalfa Hay is ideal for young, nursing, or unwell pets needing extra nutrition. Not sure which to pick? Our Handy Mix & Match lets your pets try a variety. For more guidance, email us at [email protected].
For rabbits, guinea pigs, degus and chinchillas, hay should make up around 80–90% of their daily diet and should always be available. As a simple guide, aim to provide at least a pile of fresh hay around the same size as your pet every day, topping it up whenever needed so they never run out.
For your smaller furry friends, like mice, rats and hamsters, hay isn’t the main part of their diet, but it still makes brilliant bedding, cosy nesting material and enrichment. Many also enjoy having a little nibble and love foraging through it in search of tasty treats.
To keep things interesting, why not offer a variety of hays, such as Timothy Hay and Meadow Hay? Mixing things up encourages natural foraging and keeps mealtimes a little more exciting.
As a guide, one of our 2.25kg bags of hay will keep one rabbit or guinea pig happily supplied for around four weeks, although this will naturally vary depending on your pet’s size, appetite and how much they enjoy rearranging their hay!
Don’t forget to remove any soiled hay each day and top it up with plenty of fresh, clean hay.
Fresh hay is a must for your pets! We recommend checking and refreshing their hay every day to keep it clean and munch-worthy. Rabbits and guinea pigs should graze through a pile of hay about the same size as their body each day. If you notice they’re not eating enough, try mixing in a new variety – like Timothy Hay or Meadow Hay – to tempt their taste buds with different textures and flavours.
For smaller pets like mice, rats, and hamsters, hay used for bedding or enrichment should also be refreshed regularly to keep their home fresh and cosy. Happy pets always have access to clean, fresh hay!
For young, nursing, or under-the-weather pets, we recommend Alfalfa Hay. It’s rich in protein and calcium, giving them a nutritional boost. Always consult your vet if your pet needs extra care.
Store your hay and bedding somewhere cool, dry and able to breathe, out of direct sunlight. Our PlanetKind bags are just right, or an open-top box in a dry room works well too.
Just avoid damp sheds or anywhere your products could pick up moisture and lose their lovely smell, freshness and crunch. If storing products in a garage or shed, always keep them off the floor.
Planet Kind FAQs
We’re committed to treading lightly on the planet, making every step from packaging to farming as eco-friendly as possible. From solar-powered farming to electric forklifts around the farm – explore more about our sustainability efforts on the ‘Our Story’ page.
Our packaging is as thoughtful as our products. Plastic-free, biodegradable, and compostable. Designed to keep our goodies fresh and the planet happier. And the best part? It’s made entirely from potato starch!
We regularly donate our products to animal charities and rescues. If you have a rescue or charity you know is doing great work, get in touch. We also donate prizes for raffles and events. And this year, we’re supporting Freddie’s Future – donating 20p from every website order. Your support helps us do more good. Learn more on our ‘Giving Back page’ page.