Physical products are shipped only to the continental US. Digital products are available worldwide. Merchandise is available in the USA and Europe, depending on the item. Merchandise is handled by Spring and shipping cost is determined by them.
All packages are sent through USPS. Monday through Friday if your order contains only dry goods. Monday through Wednesday when your order includes live animals or plants. We charge a flat-rate shipping fee that we feel is fair and competitive, while also covering some of the shipping expenses such as insulation, heat- or cold-packs, or other supplies to safely ship animals.
Orders of $250 or above will receive free shipping. Orders that require split shipping receive free shipping at $300. An appropriate shipping option will be chosen at our discretion but will prioritize the wellbeing of the animals if your order contains any.
Based on the nature of your order, you may see the following shipping options during checkout:
- USPS Priority Express (1-2 business days) with live arrival guarantee for orders that contain live animals or plants.
- USPS Priority (2-3 business days) without live arrival guarantee for orders that contain live animals or plants.
- USPS First Class (2-4 business days) for small packages. This reduced-cost option will only be available if your order meets the weight restrictions and does not contain live animals or plants.
- Split Shipping (Live-Arrival Guarantee) for orders that contain live animals and items that need to be shipped separately, such as glass terrariums.
- Split Shipping (No-Live Arrival Guarantee) for orders that contain live animals and items that need to be shipped separately, such as glass terrariums.
Regardless of your shipping choice, if your shipment contains isopods, we will use appropriate insulation and heat packs or cold packs as needed.
We reserve the right the delay shipments if we deem it unsafe to ship. This would typically be because of, but not limited to, hazardous weather conditions or extreme temperatures.
We reserve the right to split orders for shipping purposes. This can happens when you order a glass habitat that is safer shipped by itself. The split items will have a shipping method chosen by us and can be USPS, UPS, or FedEx. We will communicate about this before we ship.
Some states prohibit incoming shipments of certain animal species. Under no circumstance will we ship species to states that impose a restriction on them.
We strive to give you a great experience and hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a store credit or a refund, minus a 15% restocking and processing fee.
All returns must be postmarked within five (5) days of the purchase date. All returned items must be in new and unused condition, in its original packaging (if applicable) and with all original tags and labels attached.
To return an item, please email us at firstname.lastname@example.org and provide us with your order number, the item(s) you want to return, the reason for your return, and if you are requesting a store credit or a refund (minus a 15% processing fee).
The Buyer is responsible for all return shipping charges. Returned items must be shipped with appropriately padding. We strongly recommend that you use a trackable method to mail your return. After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least fourteen (14) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
Note that we do not accept returns on live animals and plants. Digital downloads are non-refundable.
If you received a defective or damaged product, please contact us at email@example.com to arrange a refund or exchange. Read or Live Arrival Guarantee for conditions regarding live animals and plants.
If you have any questions concerning our return policy, please contact us at firstname.lastname@example.org