Refund policy

 

We have a 30-day return policy on dry goods, which means you have 30 days after receiving your item to request a return*.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original, unaltered packaging. You’ll also need your order number/proof of purchase.

*Please note that due to the nature of our products, most items are not eligible for return.

To start a return, you can contact us at support@terrariumtribe.com. Returns will need to be sent to Parker, Colorado, 80134 (we will provide the full address via email). We do not cover return shipping costs.

Exceptions/non-returnable items

For safety reasons, certain types of items cannot be returned; this includes raw and horticultural materials (soil, leca, charcoal, leaf litter, etc.) and perishable items (animals, plants, food). Custom products (such as special orders or personalized items) are also non-returnable. If there is an issue, we will refund or reship within the terms of our guarantees.

Gift cards are final and non-refundable.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right. You must contact us within 7 days of receiving your item to qualify for a refund or replacement. We will require photo or video evidence to verify the claims. For live orders, you must contact us within 1 hour of the delivery timestamp; for more information, see our Shipping & Live Arrival Guarantee policies.

Refunds

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Still have questions? Check out our dedicated FAQ page.