Returns
Unused stock items can come back within 14 days. Made-to-order and custom pieces are handled differently, because they are built for you.
How returns work
Stock items. Eligible items can be returned within 14 days. Return shipping is paid by the customer. Get in touch first and we will tell you where to send it.
Made to order and custom. Cages, racks, incubators, and other pieces built to your specification have limited return eligibility. Once work has started, cancelling carries a 15% fee, more if material has already been cut.
Damaged in transit. Tell us within 24 hours of delivery, and keep the item, the box, and the packing until the claim is settled. Glass and bulb breakage is not covered. Missing items need to be reported within 7 days.
Not returnable. Natural products such as cork, moss, seed, and wood, unless we made an error, and glass, lamps, and lighting once used.
The full detail, including orders from outside Canada, is in our terms and conditions.
Need to send something back?
Tell us the order number and what it is, and we will start the return.