Returns & issues

Something not right with your order? Tell us below and we'll sort it out. We reply within one business day.

Prefer email? Write to returns@wrenwoodpets.com with your order number.

Your order history

Signed-in customers can see every order, its tracking and its delivery status in one place, without needing a tracking number to hand.

View your order history

Log in with your email. We'll send you a one-time code, no password needed.

Heads up on delivery windows. A tracking number appears as soon as the shipping label is created, which is usually within a day of ordering. Movement scans start once the carrier collects the parcel, so a day or two of quiet at the beginning is normal and not a sign anything is wrong.

The short version of our returns policy

Damaged, faulty, or wrong item? Email us within 48 hours of delivery with a photo and we'll send a free replacement or a full refund. Nothing to ship back. Every order is covered by our Happiness Guarantee, whatever you ordered.

Changed your mind about a large item? The big, furniture-style pieces we hold in our own US warehouse, the crates, cages, coops, hutches, cat trees and playpens, can come back within 30 days. They need to be unused and in their original packaging, and return shipping plus a 10% restocking fee come out of the refund. Every product page says whether that item qualifies, under Shipping & returns, so you can check before you order.

Everything else? We don't take change-of-mind returns on our everyday items, so it's worth measuring twice before you order. Message us first and we'll help you pick the right size, color or fit. You are still fully covered if anything turns up damaged, faulty, wrong or incomplete, and we'll replace or refund it without asking you to post anything back.

Read the full return & refund policy