Need Help?
Find quick answers about orders, shipping, returns, care, and more.
1) Ordering & Payment
We accept the following payment methods:
- Major credit and debit cards, including Visa, Mastercard, American Express, and UnionPay
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- Bancontact
Available payment options may vary depending on your location, device, and currency. All available methods will be displayed securely at checkout.
We will do our best to accommodate any change requests but cannot guarantee that updates will be made before your order ships.
For pre-orders: changes or cancellations can only be made during the pre-order period. Please contact support@wildpalz.com as soon as possible after placing your order.r
Reach out to our team at support@wildpalz.com, and we’ll be happy to assist with any issues you may have!
2) Shipping & Address
WildPalz ships throughout the United States, including Alaska, Hawaii, and Puerto Rico.
For U.S. orders, enjoy $5 off shipping on orders over $69, and free shipping on orders over $125.
We also ship internationally to most available destinations. International shipping fees are calculated at checkout based on your location and order details.
Please note that international orders do not qualify for U.S. shipping promotions and may be subject to customs duties, taxes, or import fees. These additional charges are the responsibility of the recipient.
USA Standard Shipping:5–12 business days
International Orders: 10–25 business days (may vary due to customs)
We will do our best to accommodate address changes, but cannot guarantee updates before your order ships. If your order is going to an incorrect address, email support@wildpalz.com immediately.
International customers are responsible for any customs duties or import taxes charged by their local authorities.
Unfortunately, we’re unable to deliver to P.O. Boxes or APO/FPO addresses. Please provide a physical street address for delivery.
Sometimes tracking updates may be delayed due to international transit, customs clearance, or local carrier processing. Once your package reaches your destination country, tracking will resume as it’s scanned by the local courier. Please allow a few more days for updates — if there’s no change after 7 business days, feel free to contact us for assistance.
3) Returns & Exchanges
For hygiene and pet safety reasons, we are unable to accept returns on items once they have been used inside a pet enclosure or handled by a pet.
As many of our products are made from natural or handcrafted materials, slight variations in wood grain, color tone, ceramic glaze, resin texture, or 3D-print layering are normal and not considered defects.
If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery with photos. We will gladly arrange a replacement or refund for eligible cases.
For full details, please refer to our Refund Policy .
As our products are designed for pet use, we do not offer traditional change-of-mind returns.
If your order qualifies for a refund or replacement due to a damaged, defective, or incorrect item, approved refunds are typically issued to the original payment method within 10 business days after approval. Processing times may vary depending on your bank or payment provider.
We’re sorry about that! If you receive an incorrect item, please contact us at support@wildpalz.com within 14 days of delivery.
Please include your order number and clear photos of the item you received. Once confirmed, we will arrange a replacement or refund as appropriate.
4) Products
Individual product pages have lots of useful information including photos, features, care & Caution, sizing and suitable pets. Still have questions? Email us at support@wildpalz.com, and we’ll provide answers.
WildPalz specializes in products for small pets, including hamsters, mice, gerbils, and other similar small animals.
Suitability may vary depending on your pet’s species, size, behavior, and enclosure setup. Please check the sizing and recommended pets listed on each product page before purchasing.
If you are unsure which product is right for your pet, feel free to contact us at support@wildpalz.com. We’ll be happy to help!
Cleaning methods depend on the material of each product:
*Ceramic & Resin items: Wipe gently with warm water and mild soap. Avoid soaking or using harsh chemicals.
*Wooden décor: Keep dry and clean with a soft brush or dry cloth. Avoid long exposure to moisture or direct sunlight.
*Acrylic parts: Use a soft cloth and mild soap. Avoid alcohol or abrasive cleaners to prevent scratches.
Always make sure all products are fully dry before returning them to your pet’s habitat to prevent mold or bacteria growth.
Absolutely! We can’t wait for you to see them. Sign up for our mailing list for updates.
Because we use real wood and natural materials, no two pieces are identical. Slight differences in color, grain, or texture are expected and make each hideout unique.
5) Contact Us
Email us at support@wildpalz.com or use our website contact form. We typically respond within 24 business hours.
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Yes! Follow us on Instagram, Facebook, TikTok, and YouTube for updates, care tips, and habitat inspiration.
6) Production & Quality
Our products are currently made in China, working with trusted partners who share our values, prioritize quality, worker safety, fair wages, and environmental responsibility.
