FAQs

We accept PayPal and all major credit/debit cards (Visa, MasterCard, American Express, Discover) via PayPal’s secure checkout. No PayPal account is required — simply choose “Pay with Debit or Credit Card” 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!

Wildpalz ships everywhere in the United States, including Alaska, Hawaii, and Puerto Rico. Domestic orders over $100 qualify for free shipping. We also ship internationally to any location accessible. International shipments do not qualify for free shipping and associated import fees apply.

USA Standard Shipping: 7–15 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.

Due to the nature of our products and for the safety and hygiene of pets, all sales are final. We do not accept returns or exchanges for change-of-mind purchases.

If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery. Eligible cases may qualify for a refund or replacement.

For full details, please refer to our Refund Policy .

We do not process standard returns, as all sales are final.

If your case 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.

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.

Many items are suitable for multiple small mammals and reptiles. Please check each product description for compatibility.

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.

*Feeding bowls or sand baths: Rinse regularly with warm water and let dry completely before reuse.

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.

Email us at support@wildpalz.com or use our website contact form. We typically respond within 24 business hours.

Jump to the contact button ↓

Yes! Follow us on Instagram, Facebook, TikTok, and YouTube for updates, care tips, and habitat inspiration.

Our products are currently made in China, working with trusted partners who share our values, prioritize quality, worker safety, fair wages, and environmental responsibility.