privacy policy.
last updated: april 2026our commitment to your privacy
at wren, we take your privacy seriously. this policy explains what information we collect, how we use it, and how we protect it. we will never sell your data or share it with third parties for marketing purposes.
by using wrenpet.com.au or wrenpet.au, you agree to the terms of this privacy policy.
information we collect
we collect information you provide directly to us when you:
- place an order on our website — name, email, shipping address, payment information
- create a wren account — email address and password
- set up your pet's emergency profile — pet details, vet information, emergency contact details, and any other information you choose to include
- contact us by email — the content of your message and your contact details
we also collect limited technical information automatically, including your ip address, browser type, and pages visited. this is used only to improve our website and troubleshoot issues.
how we use your information
we use the information we collect to:
- process and fulfil your order
- send you order confirmation and shipping updates
- provide and maintain your wren account and pet profile
- respond to your enquiries and provide customer support
- send you important updates about your account or our service
- improve our products and website
with your explicit consent, we may also send you marketing communications about new products or offers. you can unsubscribe from these at any time.
your pet's emergency profile
your pet's emergency profile is designed to be accessible to anyone who scans your wren tag. please only include information you are comfortable being visible to a member of the public in an emergency situation.
your full home address is never displayed publicly on the scan page. only the information you choose to include in your profile is visible when your tag is scanned.
your account login details, payment information, and any personal information beyond your pet's emergency profile are never accessible to anyone other than you.
how we protect your information
we use industry-standard security measures to protect your personal information, including:
- ssl encryption on all pages of our website
- secure password hashing — we never store your password in plain text
- row-level security on our database — you can only access your own data
- regular security reviews and updates
payment information is processed securely through stripe and is never stored on our servers.
third parties
we work with a small number of trusted third-party services to operate our business:
- shopify — our ecommerce platform, processes your order and payment
- stripe — secure payment processing
- supabase — secure database and authentication hosting
- australia post — order fulfilment and shipping
we do not sell, trade, or share your personal information with any other third parties for marketing or advertising purposes.
your rights
you have the right to:
- access the personal information we hold about you
- request correction of any inaccurate information
- request deletion of your account and associated data
- opt out of marketing communications at any time
to exercise any of these rights, please contact us at hello@wrenpet.com.au. we will respond within 5 business days.
changes to this policy
we may update this privacy policy from time to time. we will notify you of any significant changes by email or by posting a notice on our website. your continued use of our service after any changes constitutes your acceptance of the updated policy.
questions about your privacy?
we're happy to answer anything. reach out and we'll get back to you within 24 hours.
hello@wrenpet.com.aushipping policy.
last updated: april 2026where we ship
wren currently ships to all addresses within australia. we do not currently offer international shipping. follow us at @wrenpet.au to be notified when international shipping becomes available.
shipping options
all wren orders are shipped via australia post with tracking included.
- standard shipping — next business day dispatch. delivery typically within 2–7 business days depending on your location. tracking provided.
- express shipping — next business day dispatch via australia post express. delivery typically within 1–3 business days. tracking provided.
shipping costs are calculated at checkout based on your location and chosen shipping method.
processing time
all orders are processed and dispatched the next business day after your order is placed. orders placed on weekends or public holidays will be dispatched the following business day.
during our initial pre-order period, processing times may vary. you will be notified by email of your estimated dispatch date when your order is confirmed.
tracking your order
once your order has been dispatched, you will receive a shipping confirmation email containing your australia post tracking number. you can track your order at auspost.com.au or through the australia post app.
if you have not received your tracking information within 2 business days of placing your order, please contact us at hello@wrenpet.com.au.
delivery estimates
delivery timeframes are estimates provided by australia post and are not guaranteed. wren is not responsible for delays caused by australia post, incorrect addresses provided at checkout, or circumstances outside our control.
- metro areas — standard 2–4 business days, express 1–2 business days
- regional areas — standard 4–7 business days, express 2–4 business days
- remote areas — standard 7+ business days, express 4–7 business days
incorrect addresses
please ensure your shipping address is correct at the time of ordering. wren is not responsible for orders delivered to an incorrect address provided by the customer. if you notice an error in your shipping address, please contact us immediately at hello@wrenpet.com.au — we will do our best to update your order before it is dispatched.
lost or damaged parcels
if your order is lost in transit or arrives damaged, please contact us at hello@wrenpet.com.au with your order number and a description of the issue. we will work with you and australia post to resolve the situation as quickly as possible.
shipping question?
we're here to help. get in touch and we'll respond within 24 hours.
hello@wrenpet.com.aurefund policy.
last updated: april 2026our approach
we take great pride in the quality of every wren tag. each one is precision-crafted and quality checked before dispatch. if something isn't right, we want to make it right.
faulty or damaged products
if your wren tag arrives faulty or damaged, you are entitled to a full refund or replacement within 30 days of receiving your order.
to request a refund or replacement for a faulty product, please email us at hello@wrenpet.com.au within 30 days of receiving your order with:
- your order number
- a description of the fault or damage
- a photo clearly showing the issue
once we have reviewed your request, we will either issue a full refund to your original payment method or send a replacement tag at no cost to you. refunds are typically processed within 5–7 business days.
a product is considered faulty if it:
- arrives with a manufacturing defect
- has an unscannable or incorrectly engraved QR code
- arrives visibly damaged due to transit
- fails to function as described within 30 days of receipt under normal use
change of mind
we do not accept returns or offer refunds for change of mind, including:
- dissatisfaction with the colour or finish chosen at checkout
- ordering the wrong variant (single tag vs bundle)
- general change of mind after purchase
we strongly encourage you to review your order carefully before completing your purchase. our product images and descriptions accurately represent each finish and variant.
if you are unsure which finish or variant is right for you, please contact us at hello@wrenpet.com.au before placing your order — we're happy to help.
pre-orders
pre-orders can be cancelled for a full refund at any time before your order has been dispatched. to cancel a pre-order, please contact us at hello@wrenpet.com.au as soon as possible with your order number.
once a pre-order has been dispatched, our standard refund policy applies.
digital profile
access to the wren digital profile platform is provided as part of your tag purchase. the profile itself is non-refundable once activated, as it is a digital service. however, if your physical tag is returned under our faulty product policy, access to the associated profile will also be removed.
your consumer rights
our refund policy is in addition to your rights under the australian consumer law. if a product has a major failure, you are entitled to a replacement or refund. if a product has a minor failure, we may choose to repair or replace it.
nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the australian consumer law or any other applicable legislation.
need to make a claim?
contact us with your order number and photos and we'll sort it out within 24 hours.
hello@wrenpet.com.au