Problem With An Order?

If something is wrong with your order we certainly want to help you. See below for instructions on specific order problems:

To cancel an item or an entire order:
Please send an email to [email protected] with your order number and the items you would like to cancel. If your order hasn't shipped yet, our team will cancel and refund the items for you. However, we may not receive and process your cancellation request before we accept and ship your order, in which case your order may have already left our warehouse. We would be more than happy to let you know the instructions for a return.

You received a damaged/defective item:
We are sorry if you received a damaged/defective product. Please send an email to [email protected] with your order number, photos showing the damage, and whether you would like a refund or replacements sent to you.

You are missing an item from your order:
Most items ship from our warehouse in Milwaukee, WI, but if you are ordering a heavy or oversized item, we often have the manufacturer ship it directly to you to save on shipping costs. Therefore some of your items may be in separate packages and shipping at different times. When we load your tracking information, we give you the master tracking number. You should be able to see all of the individual tracking numbers in your shipment on the courier's website. Occasionally shipments with multiple boxes become separated and will arrive on different days.

You received the wrong item:
Whoops! Did you not receive the correct item you ordered? Please send an email to [email protected] with your order number, what you are returning, and the correct item you need shipped to you. All returned merchandise must be in resalable condition and untampered in the original manufacturer’s labelled packaging. Please contact us first by phone or email to guarantee it will be processed. We'll make sure you are happy with your order!

Change of Mind Return:
Please contact us first by phone or email with your order number and the items you wish to return. We will replace or refund your order – excluding shipping costs – within 30 days of receipt. If you are unsatisfied with a product at any time, please contact us and we will respond with our best resolution.

All returned merchandise must be in resalable condition and untampered in the original manufacturer’s labelled packaging. In some cases a restocking fee may be charged. However, most of the time the product being returned will be fully refunded. You will be responsible for return shipping charges unless the return is due to our error.

Due to health regulations, opened bedding and towels cannot be returned. Living products such as the terrariums also cannot be returned, but they are guaranteed to arrive healthy!

Return procedure:

  1. Repackage your product securely with a copy of your packing slip, ensuring it is in resalable condition and untampered.
  2. Contact us to make sure you have the correct return address and receive your return authorization.
  3. Choose what carrier you would like to send it with.
  4. Record and retain tracking information. We cannot be held responsible for items lost in shipping.
  5. Once our warehouse confirms that they have received it in resalable condition, we will issue the refund and send a confirmation.