For Standard Shipping:
Animals: Our animals come with our standard DOA policy. If your animal perishes before arrival on a multi-animal order, you will be given a credit code for the value of the animal to use on your next order. You must send video of the deceased animal within 24hrs of receipt. No monetary refunds given after receipt of live animals. If an entire shipment is lost or arrives DOA, we will offer the option of having a second shipment sent or a full refund including shipping.
Insect Cultures: If your insect culture arrives DOA, you will receive a replacement credit for your next order for the full value of the insect cultures
Mushroom Kits: All kits are guaranteed to be free of contamination. If you kit contaminates before opening, send a picture to get a replacement, excluding shipping. If you are unsuccessful with a kit, let us know for 1/2 off your next kit (if shipped) or full replacement (if picked up in person).
Moss Inoculant: Your moss inoculant is guaranteed to grow moss. If you are not successful, let us know for a free replacement on your next order.
Plants: If your plant arrives DOA, you will be given a credit code for the full value of the plant. This credit will include shipping costs if the order is just for plants and arrives 100% DOA
If you paid for Overnight shipping and your animal or insects have perished in transport, send pictures and a short video as evidence and you will be given a credit code for the full value of the DOA animals/insects for replacement on your next order.
All Live non-animal orders not shipped via overnight but shipped via 2-day must be shipped to a Hub and picked up within 2 hours for DOA replacements. You must additionally have placed the order when your temperatures are between 40 and 90 degrees F, or request for your order to be shipped when temperatures are right. Video and pictures must be sent within 24 hours of arrival.
We ship animals ONLY through UPS Overnight Priority. Please call us after ordering an animal to schedule shipping. We sometimes drop off straight at the airport to reduce travel time and risk at no extra cost to you. We additionally use some of the most advanced packaging in the industry to ensure your animals arrive safely. We Only ship live orders on Mondays, Tuesdays, and Wednesdays to prevent weekend delays and carrier mishandling.
We may ship your order in 2 simultaneous shipments if your order will not fit in one shipping box, or if overnight shipping is selected for live orders that contain bulky dry goods, instead of charging extra shipping for shipping these bulky goods overnight or 2-day. Dry goods and plants may be shipped UPS/USPS depending on the speed and cost of shipping.
Refunds will be processed in 7-30 business days. We do not currently accept returns. Any orders canceled within 48 hours will be refunded in full unless already packed or shipped. Any orders canceled after packing but before shipping will be charged a 20% restocking fee to recoup labor costs and packing material costs (such as heat packs which cannot be reused).
If a dispute is filed with a credit card company/bank/Paypal before attempting to reach us by phone to resolve any issues, you will be responsible for the $20 chargeback fee and will be placed on our Do-Not-Sell list. We will make right any issue on your order, but will not tolerate scammers.
We reserve the right to refuse to do business with anyone for any reason. In general, those who treat us with kindness will get the best customer service and will be given the royal treatment in addition to having the greatest flexibility with our policies. Those who treat us with rudeness and impatience will be held strictly to our policies and will not be allowed to order from us in the future. Please remember that we are people too!
All of our animals are Captive Bred and Guaranteed to be free of chytrid and ranavirus along with being free of MBD, SLS, or other ailments or injuries.