FAQS
Have questions? We have answers.
Shipping
How can I contact customer support?
How can I contact customer support?
You can email us at adopt@happyhamstery.com for any questions or concerns!
You can download our App and send an in-app chat message, or you can DM us on instagram!
Please give us 1-3 business days to respond to your inquiry, but we will try to get back to you sooner on week days. :)
My package is missing, what can I do?
My package is missing, what can I do?
Hey there, we are so sorry for the inconvenience!
At this point, we recommend calling USPS or UPS depending on who your package was shipped with!
We are not able to issue a refund or reissue an order until the mail carrier marks the package as missing!
If you received your order, but an item is missing from the order, please submit this form and a team member will reach out to your shortly: Form
An item is missing from my package, what can I do?
An item is missing from my package, what can I do?
Hey there— oh no!!
We’re so sorry to hear there was an issue with your order! To help us resolve this as quickly as possible, please fill out the short form linked below with the necessary details.
Once we receive your submission, our team will follow up within 1–2 business days—often sooner.
Thank you for your patience and understanding. We sincerely apologize for the inconvenience and look forward to making this right.
What is your return policy?
What is your return policy?
We want you to be completely satisfied with your purchase. If you are not, please reach out and let us know so we can help!
If returning the product(s) is what you choose is best, you may return any product within 14 days of delivery.
- Eligibility: Products must be unused, unopened, and in their original packaging.
- Return Shipping: Customers are responsible for return shipping costs.
- Refunds: Once your return is received and inspected, we’ll issue a refund to your original payment method within 1–3 business days.
For any other extenuating circumstances, please reach out to adopt@happyhamstery.com
What do I do if a product is missing from my order?
What do I do if a product is missing from my order?
Oops! This means that one of our fulfillment team members might have missed something!
Email us at adopt@happyhamstery with your order number and let us know what item you're missing!
Please include the name of the Team Member listed 'who packed it sticker' located on your Personalized-Name-Thank-You-Card! Then we can check in with them to see if they have any additional information!
After we figure out what happen, we will work on getting you your missing item!
What do I do if an item arrived broken?
What do I do if an item arrived broken?
Oh no! This means that postal carrier didn't take good care of your package during delivery.
Email us at adopt@happyhamstery and let us know what arrived broken as soon as you can, we will check to see if your order has shipping insurance (most orders do).
We do require photo evidence of the broken product so that we can file a claim for USPS or UPS for mishandling the package.
Please send 3-5 photos of BOTH the broken item and how it was packaged in the package, as well as, any damage to the outside box to help us with filing the claim.
We would be happy to ship the replacement product in your upcoming order or we are more than happy to give you a refund on this product.
Is tracking available for my order?
Is tracking available for my order?
Yes!
As soon as your order has shipped out, you will receive an email with your tracking number.
If for some reason you can't find this information; please email us and we can send it to you again!
How long will it take to receive my order?
How long will it take to receive my order?
It takes us up to 7 business days to process a package (but we hope to get you your order in 1-3 days!)
Once the shipping label is created and ships it’ll take 2-5 business days to arrive via the USPS shipping service :)
How long does it take to process a refund?
How long does it take to process a refund?
5 to 10 business days (this depends on the individual card processing times)
How can I find out about promotions and discounts?
How can I find out about promotions and discounts?
Follow our Instagram @happyhamstery and sign up for our monthly newsletters by contacting adopt@happyhamstery.com !
(P.S. subscription box subscribers get subscriber-only perks!)
Can I cancel my order?
Can I cancel my order?
Please reach out to adopt@happyhamstery.com ASAP to check the status of your order and if it can be canceled!
There is a 2.9% + $0.30 processing fee that we are charged by the big card companies; if we are within the time window to proceed with a refund, you will be refunded everything but the processing fee.
I accidentally put the wrong address in for my order?
I accidentally put the wrong address in for my order?
We will work with you as best we can to get your package to you.
If the order has already shipped, you can contact postal carrier and ask if they can change the address on their end; otherwise, we will wait until the order is marked"return to sender" and then we will ship it to your correct address.
You may be charged an additional shipping fee.
What are your shipping options and costs?
What are your shipping options and costs?
$8.99 regular shipping within the U.S. including Puerto Rico 5-8 days
(pssst… if you order a Hamster & Me box and live in the U.S., you get free shipping)
*exceptions for U.S.* Alaska, Arizona, California, Hawaii, Nevada, Oregon, and Washington shipping is $9.99
$19.99 internationally to Canada 6-18 business days
$29.99 internationally to Mexico 6-10 business days
$29.99 internationally to France 6-18 business days
$49.99 internationally to the United Kingdom 6-18 business days
$65 internationally to Finland, Germany, Ireland, Japan, Netherlands, New Zealand, Spain, Sweden 6-18 business days
Hamster & Me Box
When will my box ship?
When will my box ship?
Here is cheatsheet below to see when you can expect to see tracking information on your upcoming Hamster & Me Box!
We are so blessed to have so many wonderful subscribers that we aren't able to get all the boxes shipped and picked up by shipping carriers in one day, so the dates listed below are when we start start shipping the first batch of boxes!
We ship Yearly subscribers boxes first, then Add-Ons & Quarterly subscribers to follow! If you are a NEW subscriber your boxes will be shipped in batch four!
- Spring Boxes start shipping March 15th
- Summer Boxes start shipping June 15th
- Fall Boxes start shipping September 15th
- Winter Boxes start shipping December 15th (usually we ship these earlier -- to ensure they arrive before Christmas)
How do I cancel my subscription?
How do I cancel my subscription?
Email us at adopt@happyhamstery.com and we can happily cancel it for you on our end for your right away!
Or, you can click the link on your email receipt, and login to your account to cancel.
I forgot to cancel, can I get a refund?
I forgot to cancel, can I get a refund?
Canceling must take place prior to the card auto-renewing.
Plans Renew:
- Spring Box - February 1st
- Summer Box - May 1st
- Fall Box - August 1st
- Winter Box - November 1st
An item from my subscription box arrived broken, what do I do?
An item from my subscription box arrived broken, what do I do?
Oh no! This means that postal carrier didn't take good care of your package during delivery.
Email us at adopt@happyhamstery and let us know what arrived broken as soon as you can, we will check to see if your order has shipping insurance (most orders do).
Please send 3-5 photos of BOTH the broken and how it was packaged in the package, as well as any damage to the outside box to help us with filing the claim.
We will ship the replacement product in your upcoming box or in an upcoming order--whichever comes first!
Do you offer international shipping?
Do you offer international shipping?
Yes!
International shipping options are available for Canada only at this time.
Visit our Select a Plan page and scroll to down to our International Plans section.
What if I no longer wish to receive my Hamster & Me Box?
What if I no longer wish to receive my Hamster & Me Box?
You can cancel your subscription at any time; however, the current quarter’s box that was previously purchased-- will still ship out.
The subscription will be canceled from the date of cancellation and onward, and will not renew the following quarter.
Subscription renew automatically every 3 months, you must cancel before the next billing date to avoid being charged for the next box.
When is the deadline to subscribe to the susbcription box by season?
When is the deadline to subscribe to the susbcription box by season?
To receive the...
Spring Box- subscribe during Febuary 1st - April 30th
Summer Box- subscribe during May 1st - July 31st
Fall Box- subscribe during August 1st - October 31st
Winter Box- subscribe during November 1st - January 31st
Adopting
How long does the adoption process take?
How long does the adoption process take?
Between 1 - 12 months
Usually 6 months
There are usually Adoption Events held every other month (sometimes more during summer months, sometimes less in winter months)
Upon competition of our 5 Step Adoption Process, you will be added to our Ready-To-Adopt List (visit our Current Waitlist Page to see)
In other words, the length of this timeline depends on the amount of time it takes each adopter to complete the process, and how many others are waiting front of you.
The other remaining factor are how many pairings are successful at the hamstery during that time period, along with how many pups are born. Keep in mind, we need to keep behind pups for breeding for the future, so not all pups born are available for adoption.
*If someone is unable to adopt after being invited to an adoption event, the entire Ready-To-Adopt Waitlist will be emailed asking if anyone is available to take this open slot, whoever responds first will be given that slot. So it is possible to adopter sooner if you are further down the list. This takes place almost every event.
*If you are interested in adopting a retiring mama hamster, you also can skip to the front of the waitlist, please let us know you are interested, and we will see if we have any retiring mama hamsters ready for adoption!
Where are you located?
Where are you located?
Rock Hill, South Carolina (USA)
Do you ship hamsters?
Do you ship hamsters?
Happy Hamstery does not ship hamsters.
We do not currently work with pet transport services, but are happy to discuss your ideas if you have them. You can pick up your hamster during a pre-arranged weekend adoption event. Maybe make a vacation out of it!
Can I fly with my hamster?
Can I fly with my hamster?
We strongly do not recommend this.
Flight can be immensely stressful for hamsters, and we would prefer to avoid this.
We had to fly our hamsters from the U.K. because we had no other option, but would not recommend doing this if there is an alternative. Please reach out to adopt@happyhamstery.com if you have an questions about this!
Not only is it extremely complicated, requiring licenses, vet visits, and special carriers, but it can be very expensive.
Where do I pick up my hamster?
Where do I pick up my hamster?
At an Adoption Event in Rock Hill, SC.
We also travel to other states throughout the year and will happily bring your hamster with us! We cannot promise these travels will always take place but we try our best to make them happen!
We aren't able to drive out of our way to meet you, but we are more than happy to pull off on a exit during our vacation and meet you in restaurant parking lot to have a mini-travel adoption event!
Visit our Adoption Process page to read about our travels and states we visit almost every year.
Is there any difference between male and female winter whites?
Is there any difference between male and female winter whites?
Yes and No!
A lot of adopters have a preference as to which gender they would prefer because of having a certain hamster in the past, but the differences are SO small that both a male and a female hamster are an amazing choice!
I have not found that one lives longer than the other, nor have I found that one is more friendly or tame. Just like most pets and humans. it all comes down to personality differences, which are not dependent on gender.
Females go into heat every 4 days but this occurs in the evening and only last around 12 hrs, as a breeder it can be difficult to spot a dwarf hamsters in heat so you will likely not notice. They clean themselves quite frequently with their back leg when they are in the heat and sometimes have a sweeter smell than normal. (I have not found females to be moody or change their temperament, unless they become pregnant or are nursing pups)
Males scent gland on their stomachs are more prominent than the females, and sometimes when they are older, they may need help cleaning it with a warm wash cloth if it appears to get clogged and they are unable to reach it. Males can have a different scent than the females due to this more prominent scent gland, but it is not a bad scent, and many humans cannot smell the difference, unlike hamster's noses.
Females can develop something called cage aggression, where they become extremely territorial over their cage, but as soon as hold them outside of their cage, they are totally normal and friendly. (This is rare, but it is extremely easy to deal with, you just simply remove them from the cage with anything but your hand, and then they will be fine, when you hold them.)
Can I adopt two hamsters to live together?
Can I adopt two hamsters to live together?
No, and here's why:
Hamster’s in the wild have actually been observed to live solitary lives and when housed together in captivity, one eventually kills the others...
It's incredibly fascinating how the Winter White Hamsters have an instinctual internal clock. At exactly 28 days the mother will bite at her pups to get them to leave her "home" (in the wild this is how they would get them to leave the mother's burrow and go find their own burrow).
It is the same with the siblings, between the 6-8 week mark, one the hamsters will begin to fight the others and they will begin to hide from one another, no longer snuggling or sleeping together. There are often squabbles and fights. If left together, it is possible they will not kill each other right away, but most cases end with one of the hamster becoming territorially to the point that they will begin to fight the other hamster in hopes to get the hamster to leave. Because they are in captivity, the hamster being attacked cannot escape leading to death of both or one of the hamsters. Because the are awake during the evening, this would occur during the night hours and would not be stopped by human intervention.
Can I adopt two hamsters if they live separately?
Can I adopt two hamsters if they live separately?
Yes!
You will need to apply for the Waitlist twice (once per hamster)!
You only need to sign-up for the Online Course once which will go toward the cost of your first hamster but your second hamster would be full price. :)
Can I return my hamster?
Can I return my hamster?
Adopting a hamster is a 1-2.5 year commitment that should not be taken lightly.
We do understand there are circumstances that are unavoidable. Please contact adopt@happyhamstery.com to share your situation with us.