Because we ship living animals, our policy separates livestock from dry goods. Please read the section that applies to your order.
Live animals
Live animals cannot be returned. Once an animal has left our care and entered your enclosure, we cannot verify its husbandry or health exposure, and reintroducing returned animals risks the health of our collection.
Livestock is instead covered by our Live Arrival Guarantee, which addresses animals that arrive deceased. Please read those terms before ordering — the claim window is two hours and requires photographs of the animal in the unopened packaging.
If you are unsure whether a species suits your experience, space, or local regulations, ask us before you buy. We would far rather answer questions than see an animal placed badly.
Dry goods and supplies
Unused, unopened supplies may be returned within 15 days of delivery in their original packaging. To start a return, email contact@terrariumstation.com with your order number.
- Return shipping is the buyer’s responsibility unless the item arrived damaged or incorrect
- Refunds are issued to the original payment method within 5–10 business days of us receiving the return
- Opened substrate, feeder insects, live plants, and cleanup crews are not returnable for health and contamination reasons
Damaged or incorrect items
If a dry good arrives damaged or we sent the wrong item, contact us within 7 days with photos and we will replace it or refund it in full, including shipping.
Cancellations
Orders may be cancelled for a full refund any time before the shipping label is created. Once an animal has been packed for overnight transit, the order cannot be cancelled.
Questions
Email contact@terrariumstation.com — Terrarium Station LLC, 6417 Ammons St, Arvada, CO 80004.