Returns & Refunds
Our policies to ensure your satisfaction and the health of your new pets
Live Arrival Guarantee
We stand behind the health and safety of every animal we ship. If your animal arrives anything less than alive and healthy, we will make it right.
How to Claim the Guarantee
Receive Your Package
Be present to receive your package on the scheduled delivery date. Open immediately upon arrival.
Inspect & Document
Carefully inspect your animals. If there are any issues, take clear photos/videos within 2 hours of delivery.
Contact Us Immediately
Send documentation via WhatsApp or email within the 2-hour window. Include your order number and description of the issue.
Resolution
We will review your claim and provide a resolution (refund or replacement) within 24-48 hours.
What's Covered
- Animal arrives deceased (DOA - Dead on Arrival)
- Animal arrives with visible injuries from shipping
- Animal arrives in severe distress due to shipping conditions
- Wrong species or variant delivered
- Significantly smaller/different than described
What's NOT Covered
- Incorrect shipping address provided by buyer
- Package not collected on delivery date
- Delayed delivery due to buyer unavailability
- Issues arising more than 2 hours after delivery
- Problems caused by improper acclimation
- Health issues appearing after 24 hours
- Natural color variations within species
- Minor size differences within normal range
Important: Documentation Requirements
To process any claim, we require the following documentation submitted within 2 hours of delivery:
- Clear photos of the animal
- Photo of shipping label
- Photo of packaging condition
- Video showing the issue (if applicable)
Return Policy by Product Type
| Product Category | Return Window | Condition | Notes |
|---|---|---|---|
| Equipment & Supplies | 7 days | Unused, original packaging | Buyer pays return shipping unless our error |
| Food & Supplements | 7 days | Unopened, sealed | Cannot return opened consumables |
| Live Plants | 24 hours | Dead on arrival only | Photo documentation required |
| Live Animals | 2 hours | Live arrival guarantee only | No returns, DOA claims only |
Refund Process
Refund Options
- Full refund to original payment
- Store credit (immediate)
- Replacement animal (subject to availability)
Processing Time
- Claim review: 24-48 hours
- Refund processing: 3-7 business days
- Bank processing: Varies by institution
Refund Methods
- Bank transfer
- E-wallet (OVO, GoPay, Dana)
- Original payment method reversal
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Healthy live animals after acclimation
- Opened food and supplements
- Used equipment and supplies
- Custom or special order items
- Gift cards and store credit
- Items damaged by customer
Need to File a Claim?
Contact us immediately if you have any issues with your order. Our customer service team is ready to help resolve any problems quickly.