Refund policy
We take great care in packaging and shipping all live animals, but the nature of live livestock means we cannot accept returns. Our policy is as follows:
- Live Arrival Guarantee: We guarantee live arrival on all livestock shipments when delivered on the first attempt.
- DOA (Dead on Arrival) Claims: If an animal arrives dead, you must notify us within 2 hours of delivery with clear photo or video evidence of the deceased animal still in the unopened or just-opened bag.
- Void conditions: The live arrival guarantee is void if the customer is not available to receive the package on the first delivery attempt, if delivery is refused, if the package is held at a carrier facility, or if the animal perishes due to improper acclimation.
- Weather holds: We reserve the right to delay shipments during extreme heat or cold to protect livestock. We will notify you of any holds.
- No returns: Live animals cannot be returned under any circumstances for biosecurity reasons.
- Resolution: Approved DOA claims will be resolved at our discretion with a store credit or replacement, subject to availability. No cash refunds on livestock.
Dry Goods (Equipment, Supplies, Dry Rock, Substrate, etc.)
- Return window: Unused, unopened items may be returned within 30 days of delivery.
- Condition: Items must be in original packaging and unused. We do not accept returns on opened or used equipment.
- Return shipping: The customer is responsible for return shipping costs unless the item arrived damaged or incorrect.
- Damaged or incorrect items: If you receive a damaged or incorrect item, contact us within 48 hours of delivery with photos and we will arrange a replacement or refund.
- Refund method: Approved refunds will be issued to the original payment method within 5–10 business days of receiving the return.
Contact Us
For any questions or to initiate a claim, please contact us at: 📞 (608) 554-3473 🕐 Thursday–Monday, 11am–7pm CST