Refund & Cancellation Policy

Returns & Refunds:

We DO NOT accept returns on live animals.

You may return non-live animal products for a refund within 14 days of delivery. The product must be unused and in its original packaging. After we receive your return, we will process refunds within 5-10 business days. Refunds will not include shipping costs. We will reject used products and, when possible, ship them back to the customer. 

If an animal arrives deceased, contact us within the required three-hour period and provide clear photographic or video evidence. When all live arrival guarantee requirements are met, we will provide the applicable refund or arrange a replacement when available. Multi-count products are handled according to the number of live animals received. Shipping costs and freebies are not covered. Please review our Shipping & Live Arrival Policy for complete requirements.

For online purchases with local pickup, pickup at a show, or for purchases made at a show, the customer is responsible for inspecting the purchased items and verifying that they are to their satisfaction. If they are not, they must express any dissatisfaction before the sale is completed, as all sales are final. We are not liable for damages after the customer receives their items due to issues including but not limited to the customer mishandling transport and/or overheating animals. 

Cancellations:

Customer-requested cancellations are subject to an approximately 3% cancellation fee. For card payments, the fee is 2.9% + $0.30 per transaction; different payment methods may have slightly higher or lower fee amounts. This reflects the nonrecoverable payment-processing cost charged when the order is placed and not returned to us when a refund is issued. Canceling an order also creates additional labor and temporarily removes inventory from availability, so please make sure you are committed before placing an order.

If a product is unavailable because of an inventory error, we will contact the customer and offer to cancel the affected product or the complete order without a cancellation fee.

If we determine after an order is placed that no reasonably accessible FedEx Ship Center authorized to accept the shipment is available, we will contact the customer with any additional cost required for home delivery. If the customer declines that additional charge, the affected portion of the order—or the entire order when necessary—may be canceled without the standard cancellation fee.

Certain ESA-listed Poecilotheria species cannot be shipped across state lines and are clearly marked “TX SALES ONLY” in their product titles and descriptions. If a customer outside Texas purchases one of these animals, the restricted portion of the order—or the entire order when necessary—will be canceled. The approximately 3% cancellation fee will be deducted from the refund because the restriction was disclosed before purchase. Refunds will be issued to the original payment method, but the time required for the credit to appear depends on the payment provider.