Shipping policy
Where we ship
We ship to addresses within the United States. We are not shipping internationally at this time.
Orders are dispatched from warehouses in the United States and, for a small number of items, from a partner warehouse overseas in China. The product page states which applies before you buy.
What shipping costs
Free US shipping. Every order ships at no charge, and every order is tracked. There are no handling fees and no surcharges on oversized items.
How long delivery takes
Every window below is the total time from placing your order to it arriving at your door, and already includes the time the warehouse needs to pick and pack. Which window applies depends on where your item ships from, and the product page always states the window for that item.
- US warehouse: 3 to 7 business days. This covers the large majority of what we sell, including every oversized item, and it is the default for our catalog.
- Partner warehouse overseas, in China: 8 to 13 business days. A small number of items ship this way. Their product pages say so plainly before you buy.
Both lanes are tracked end to end. These are business days and exclude weekends and public holidays. If your order contains items from both lanes they will arrive in separate packages, at no extra cost to you.
If we cannot ship in the time stated
If we cannot ship your order within the time stated above, we will email you, tell you the new expected date, and give you the choice of waiting or cancelling for a full refund. If we do not hear back from you, we will cancel and refund you automatically.
Tracking
You will receive a tracking number by email as soon as your order ships, and you can follow it any time on our Track Order page. If tracking stops moving for several days, write to us and we will chase the carrier.
Oversized items
The big pieces, the coops, hutches, large crates, cat towers and playpens, all ship from US warehouses on the 3 to 7 business day window. They travel by FedEx or UPS and need a street address, so we cannot deliver them to a PO box. Please check the carton for damage before you sign for it.
Wrenwood is an independent retailer, so your order will usually arrive in the manufacturer's original carton rather than a Wrenwood-branded box. The packaging is not ours, but the pick was, and the 30-day guarantee covers you either way.
Getting your address right
Please check your shipping address before you pay, including any apartment or unit number. We cannot redirect a parcel once it has been handed to the carrier, and one returned as undeliverable has to finish that trip back before we can resend or refund it. If you spot a mistake, email contact@wrenwoodpets.com straight away.
Cancelling an order
Email us as soon as you can. If your order has not yet been handed to the carrier we will cancel it and refund you in full. Once it has shipped we cannot recall it, but our 30-day guarantee covers you from the moment it lands.
If something goes wrong
If your order arrives damaged, or does not arrive at all, we will make it right. Email returns@wrenwoodpets.com within 30 days of delivery with your order number and a photo. Our Return & Refund Policy has the full detail.
Contact
Wrenwood Pets
Operated by Frances Lorne LLC
867 Boylston St, Suite 500, Unit #427
Boston, MA 02116
Email: contact@wrenwoodpets.com
We are open every day, 9am to 5pm ET, and reply within 1 business day.