Shipping & returns

Every piece is designed and built to order in our workshop in Kansas, USA. Most in-stock, standard products leave the workshop within 1–2 business days of your order being placed. Made-to-order theme pieces — like items from our themed sets — are crafted after you order, so please allow 3–5 business days for those to be built and prepped for shipment.

If your order includes a mix of standard and made-to-order pieces, we'll typically ship everything together once the made-to-order items are ready, unless you request otherwise.

We're a small, US-based company, and for now we ship exclusively within the United States. International shipping is on our roadmap — sign up for our launch list if you'd like to be notified when it becomes available.

Exact shipping rates are calculated and displayed at checkout based on your order size and destination. Once your order ships, you'll receive a tracking number by email so you can follow its progress.

We want you and your small pet to be happy with every piece. If something isn't right, you can return unused items in their original condition within 30 days of delivery for a refund.

• Items must be unused and in their original condition and packaging.
• For hygiene and safety reasons, we're unable to accept returns of any piece that has already been placed inside an animal's enclosure — we're sure you understand!
• Return shipping costs are the buyer's responsibility, unless the item arrived damaged or defective.

To start a return, email us at hello@hamsteropolis.com with your order number.

If your order arrives damaged or defective, we'll make it right with a free replacement or a full refund — your choice. Just email hello@hamsteropolis.com with a photo of the issue and your order number, and we'll take it from there. No return shipping is required in these cases.

Once we receive and inspect your returned item, we'll issue a refund to your original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to post the refund to your statement.