General Return Policy
If you have any questions or concerns with your order, please let us know so that we can find the best solution for you. Please find instructions for common scenarios below.
To cancel an item or an entire order:
Please send an email to email@example.com 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 firstname.lastname@example.org with your order number, photos showing the damage or an explanation of what is defective, and any other important details to help us find a resolution.
You are missing an item from your order:
If your order has multiple products, it may come in seperate boxes or shipments. We will load your tracking information as soon as it is available with your master tracking number. If items ship from different locations, you may receive two or more tracking numbers from different shipments. 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@example.com with your order number, the item you received, and the correct item you need shipped to you. All returned merchandise must be untampered with and in resalable condition 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. Once your request has been approved and received back, 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 work through our best resolution.
All returned merchandise must be untampered with and in resalable condition in the original manufacturer’s labelled packaging. You will be responsible for the return of the product back to our warehouse.
In some cases, particularly for large and heavy items, your return may be subject to a restocking fee. In addition, there are some products that unfortunately cannot be returned. 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!
Please reach out to our Customer Service Team before placing your order if you have any questions or need clarification for a product.
- Repackage your product securely with a copy of your packing slip, ensuring it is in resalable condition and untampered.
- Contact us to make sure you have the correct return address and receive your return authorization.
- Choose what carrier you would like to send it with.
- Record and retain tracking information. We cannot be held responsible for items lost in shipping.
- Once our warehouse confirms that they have received it in resalable condition, we will issue the refund and send a confirmation.