Refunds & Returns

Last updated: 22 September 2026

We want you to know exactly what we can and cannot do. Indoor Wild is a dropshipping brand: most items ship from overseas suppliers, and we do not offer product warranties or extensive after-sale repair programmes.

Australian Consumer Law still applies to eligible goods. Nothing on this page is meant to exclude rights you cannot lawfully waive.

What we can usually help with

Email hello@indoorwildpets.com within a clear window of the issue, with your order number:

Not received — after the shipping windows in our Shipping & Delivery policy, and tracking (if any) shows no delivery.
Damaged in transit — with clear photos of the packaging and the product.
Wrong item — photos showing what arrived versus what you ordered.
Major fault that makes the product unfit for its ordinary purpose as enrichment gear (ACL may require a remedy).

What is limited or usually not refundable

Because fulfilment is overseas and we do not run a local returns warehouse for most SKUs:

Change of mind returns are limited. We may not be able to accept unused returns for refund once an order has been packed or shipped by a supplier. If we can offer a gesture (store credit or partial refund), we will say so clearly in writing.
Minor cosmetic variation (colour shade, packaging artwork) between listing photos and the delivered item is common with overseas suppliers and is not usually a defect by itself.
Wear from normal pet use, chewing destruction, loss of small parts during play, or misuse.
Products used as veterinary or behavioural therapy — our gear is enrichment, not medical treatment.

We do not provide manufacturer-style warranties or repair services.

Time windows

Please contact us as soon as you can:

Damage / wrong item: ideally within 7 days of delivery (photos help).
Not received: after the realistic delivery window in Shipping & Delivery, or sooner if tracking shows a clear failure.

How to contact us

Email hello@indoorwildpets.com with:

Order number and email used at checkout
What went wrong
Photos or tracking screenshots where useful

We aim to reply within 1–2 business days (Adelaide time). Remedies may include reshipment, refund, or store credit depending on the issue and supplier options.