Refund policy

At Wrenwood we want you and your pet to love what you ordered. If something is not right, we are here to make it right. Please read the sections below, because how a return works depends on the item.

1. Damaged, defective, wrong, or missing items (all products)

If your order arrives damaged, defective, incomplete, or you received the wrong item, we will replace it or refund you. You will not need to ship anything back.

To qualify, please contact us within 48 hours of delivery at returns@wrenwoodpets.com with:

  • Your order number
  • A clear photo or short video showing the damage or defect (and the shipping box, if damaged in transit)
  • For missing parts or wrong items, a photo of what you received

Once we confirm the issue, we will send a free replacement or issue a refund to your original payment method. Reporting within 48 hours is required so we can file the claim in time. Requests outside this window may not be eligible.

2. Change-of-mind returns: large and oversized items only

Larger items (furniture-style pieces such as enclosures, cages, coops, hutches, cat trees, playpens, and similar oversized products) may be returned for a refund if you change your mind, subject to the following:

  • Request within 30 days of delivery
  • Item must be unused, in resalable condition, and in its original packaging
  • Return shipping is paid by the customer. We will provide a prepaid FedEx or UPS label and deduct its cost, or you may arrange your own tracked carrier (no USPS for oversized items)
  • A 10% restocking fee applies and is deducted from your refund

We recommend keeping the original packaging until you are sure. Assembled, modified, or used items are not eligible for a change-of-mind return.

3. Change-of-mind returns: all other items

Because of the low cost and hygiene nature of our standard (non-oversized) products, we do not accept change-of-mind or no-longer-needed returns on these items. Damaged, defective, wrong, or missing items are always covered under Section 1 above. If you are unsure whether something is right for your pet, reach out before ordering and we will help.

4. Items that cannot be returned

  • Used, worn, or washed items where hygiene is a concern (beds, apparel, grooming tools, feeding items in use)
  • Clearance or final-sale items
  • Gift cards
  • Package Protection add-ons

5. How to start a return or claim

The fastest way is from your order page. Go to My Order, enter your order number and email, and you can file a return or a damage claim directly there, including uploading photos.

You can also email returns@wrenwoodpets.com with your order number and, for damage or defect claims, photos. Either way we will respond with next steps and, where applicable, a return authorization and label. Please do not send anything back without contacting us first, as unauthorized returns cannot be processed.

6. Refunds

Approved refunds are issued to your original payment method, typically within 5 to 10 business days of approval (for change-of-mind returns, after the item is received and inspected). Original shipping charges, if any, are non-refundable. Your bank may take additional time to post the refund.

7. Exchanges

The fastest way to exchange an item is to receive a refund (per the rules above) and place a new order.

8. Cancellations and address changes

Orders can move to fulfillment quickly. If you need to cancel or change your shipping address, contact us within 24 hours of ordering and we will do our best. Once an order has shipped it cannot be cancelled or redirected.

9. Contact

Wrenwood Pets
867 Boylston St, Suite 500, Unit #427
Boston, MA 02116
Email: returns@wrenwoodpets.com
We reply within 1 business day, Monday to Friday.