Refund policy

Because we sell live animals, our policy is a little different from a typical store. Please read it together with our Shipping & Live Arrival Policy.

Live animals

All live animal sales are final. We cannot accept returns, exchanges, or change-of-mind cancellations once a live animal has shipped, because re-shipping a returned animal is neither safe nor humane.

Your purchase is protected by our Live Arrival Guarantee: if an animal arrives deceased, report it within 2 hours of delivery with a clear photo or video of the animal in its unopened, sealed bag or container. Valid claims receive a refund of the animal’s purchase price (shipping is non-refundable). Full details — including weather holds and carrier claims — are in our Shipping & Live Arrival Policy.

Restricted or prohibited species

Confirming that a species is legal to own and to receive where you live is your responsibility before you order — see our Terms of Service. Once a live animal has shipped, discovering that it is restricted or prohibited at your address is not grounds for a refund, return, replacement, or credit, and any fine, seizure, or refused delivery that follows is not our responsibility.

If you realise there is a problem before your order ships, tell us and we will cancel it and refund you in full. Because every live order waits a week before it travels, there is real time to catch this — please use it.

Order changes & cancellations

Need to change or cancel an order? Contact us as soon as possible. We can adjust or cancel an order before it ships. Once an order has shipped, it cannot be cancelled.

Carrier problems

Loss, delay, or damage caused by the carrier (late delivery, rough handling, misdelivery) is resolved by filing a claim with the carrier, as described in our Shipping & Live Arrival Policy. We will provide all documentation needed to support your claim.

Dry goods & supplies

Unopened, unused supplies and dry goods may be returned within 14 days of delivery for a refund of the item price; return shipping is the customer’s responsibility. Opened or used items, and any perishable goods (including live foods), are non-returnable.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days. You’ll receive an email confirmation when your refund is processed.

Questions

Contact us before ordering if anything is unclear — we’re always happy to help.