Refund and Live Arrival Policy
Because many of our products are live animals, returns and refunds are handled differently from ordinary merchandise.
Live arrival claims
If a live animal arrives deceased, contact us promptly using the instructions in the Shipping Policy. Claims may require clear photographs, the order number, and evidence that the package remained in its original packaging.
Eligible remedies
For an approved live arrival claim, we may provide a replacement of the affected item or store credit, as described in the applicable shipping policy. The remedy may depend on availability and the circumstances of the claim.
Non-live merchandise
For non-live products, contact us before returning anything. We will review the condition of the item and determine whether a refund, replacement, or store credit is available.
Shipping charges
Original shipping charges are generally non-refundable unless required by applicable law or we determine that the issue was caused by an error on our part.
Questions about these policies? Contact us.