Frequently Asked Questions


Subscription questions

How do I sign up to a Hamster Mail subscription?

To get a Hamster Mail box simply click the ‘Subscribe’ button at the top of our homepage and select the plan that is best suited to you, it is that easy! All of our plans automatically renew at the end of their cycle but can be cancelled through your account on our website at any time.

Can I just order one box?

Yes if you want to try just one of our boxes, sign up to our monthly subscription plan and cancel your subscription before the plan renews at the end of the month.

How do I send Hamster Mail as a gift?

It is really easy to send Hamster Mail as a gift, simply click on the 'Subscribe' button on our homepage, scroll to the bottom of the page and click on the button that says ‘GIVE A GIFT’.

When does my subscription renew?

Subscription renewals take place on the final day of the month. On our monthly plan, renewal takes place at the end of each month for the following month's box. On our 3 month plan renewal takes place at the end of your 3rd month for a further 3 boxes. And finally on our 6 month plan renewal occurs at the end of your 6th month for a further 6 boxes. (Our 3 month & 6 month plans are charged as an upfront payment but auto renew at the end of their cycle.)

How do I cancel my subscription?

You can cancel your subscription at any time. Simply log into your Hamster Mail account and there is an option in your account settings to cancel your subscription. If you have any problems, contact us at and we can cancel your subscription for you.

The Box

What comes in a Hamster Mail box?

Each month there is a surprise selection of products in your Hamster Mail. However, it is guaranteed that there are at least four products in each box, typically there will be two toys and two treats in each box. You can be assured, we only include products from the best brands and there will definitely be something for your hamster to gnaw each month.

Are all the products safe?

Yes, at Hamster Mail we put your hamster’s welfare first, therefore we only include the best toys and treats each month from the best brands.

Are the boxes suitable for different hamster breeds?

Yes the boxes are suitable from all hamster breeds. We don’t include any products with nasty added sugar, as it is bad for all hamsters, especially Dwarfs who are more susceptible to diabetes.


Do you ship internationally?

Yes we ship worldwide. International delivery costs just £4.99 per box and typically takes 5-12 working days to arrive. UK delivery is just £2.99 per box and typically takes 2-3 working days.

When do you ship/ when will I receive my box?

All Hamster Mail boxes are dispatched on 21st of each month. To keep international postage affordable at just £4.99 per box, we do not send Hamster Mail on a tracked service.

Our UK customers typically receive their box within 2 to 3 working days, and international customers typically within 5 to 12 working days, but delivery can occasionally take up to 20 working days. 


My coupon code didn’t work?

A coupon may not be working if another valid coupon has already been applied to your basket or if the coupon has expired. Please contact us at if you are having difficulty with an active coupon.

Do you accept PayPal?

Yes to pay through PayPal simply select the Paypal option at checkout.

What currencies do you accept?

All currencies are accepted! Hamster Mail prices are all shown and charged in GBP (£) but convert to your currency at the current exchange rate.

How do I update my billing information?

To update any of your information, simply sign in to your account on our website (top right corner) and update the necessary information.

My card got declined, what do I do?

Not to worry, occasionally this can happen. If you are already a subscriber of Hamster Mail and your renewal failed, you may just need to update your card details by logging into your account on our website.

If this doesn’t work or you are a new customer, you may need to try a different debit or credit card or the payment can be made through PayPal. Failing this you may need to call your bank to authorise the transaction.

Refund Policy

 What happens if my box doesn't arrive?

It is very rare for a Hamster Mail box to not arrive. However if you are worried that your box is taking longer than our typical delivery times mentioned above please send us an email to, we would be happy to look into this for you. Our maximum delivery window for international customers is 30 days from dispatch. If your box has not arrived by this time we can arrange a refund or replacement for this missing box. 

I've changed my mind, what do I do?

If you change your mind after placing an order and you no longer want your box, please contact us at before the 17th of the month that your box is due to be dispatched. Whilst boxes are dispatched on the 21st of each month (or the next working day), your box may be packed, processed and prepared for dispatch from the 17th of the month onwards. 

If after receiving your box, you change your mind, in order to be eligible for a refund, you have to return this product within 90 calendar days of your purchase. The box must be in the same condition that you received it, with all products unopened and in their original packaging. After we receive your item back in this condition, we will process your refund.

If a refund is issued in accordance with the above policy, payment will be refunded to the original payment method used to order. Please allow 5 to 10 business days for a refund to show on your credit card statement.

Contact us:

If you have any questions at all, please feel free to contact us at we will be happy to help!

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