Refund policy
Returns & Refunds
We accept returns within 14 days of delivery for domestic (US) orders. To start a return, email customerservice@tarantulacribs.com with your order number. Items sent back without an approved return request will not be accepted.
Eligibility
Items must be unused, in the same condition you received them, and in their original packaging, with your order number or proof of purchase.
Return Shipping
Once your return is approved, we will email you a return shipping label and instructions. Return shipping is subsidized by us and costs the customer $5.00 USD.
Restocking Fee (effective 7/3/2025)
All returns are subject to a 15% restocking fee. Acrylic enclosures require specialized packaging to return safely, and returned enclosures are not resold as new.
Shipping Costs
Original shipping charges are non-refundable.
Non-Returnable Items
- Live animals (see Live Arrival below)
- Substrates
- Food, feeders, and other perishable goods
- Custom orders and name tags
- Sale items, VIP memberships, and gift cards
- Hazardous materials, flammable liquids, or gases
Canada and Australia
All sales are final for orders shipped to Canada and Australia.
Shipping Damage, Defects & Missing Items
Please inspect your order when it arrives. Shipping damage, manufacturer defects, and missing items must be reported within 7 days of delivery. Email a photo of the damage or defect along with your order number to customerservice@tarantulacribs.com. For approved claims, we will send a return label for the damaged item and ship you a replacement.
Missing an item? First check whether a smaller enclosure was packed inside a larger one (for example, a 6" Cube inside an 8" Cube). If it is still missing, contact us within 7 days of delivery.
Live Arrival
Live animals cannot be returned. If an animal arrives dead, email a clear photo of the animal in its original packaging, along with your order number, to customerservice@tarantulacribs.com within 2 hours of delivery. Approved claims receive a replacement or store credit. Shipping charges on live animals are non-refundable.
In-Store Live Animal Sales (The Reptile Room)
These terms apply to live animals purchased in person at The Reptile Room, 14390 Manchester Road, Manchester, MO.
- Feeders: All feeder sales (including insects and rodents) are final. Feeders have no live guarantee and cannot be returned.
- Spiders: Spiders purchased in our store carry a 7-day live guarantee from the date of purchase. If your spider dies within 7 days, contact us with your receipt and a photo. We may ask you to bring the animal in. Approved claims receive a replacement or store credit.
- Millipedes and centipedes: No live guarantee.
- All other live animals: Sales are final unless stated otherwise at the time of purchase.
Animal Health & Safety Notice
Live animals are not toys and require proper care and handling. By purchasing a live animal or feeder, you acknowledge the following:
- Tarantulas, centipedes, scorpions, and other venomous animals can bite or sting. Some tarantulas also have irritating hairs (setae) that can affect the skin and eyes. Keeping and handling these animals is at your own risk.
- Cockroaches, millipedes, rodents, and other animals can trigger allergies or asthma in some people.
- Reptiles, amphibians, rodents, and feeder animals can carry germs such as Salmonella, even when they look healthy. Always wash your hands with soap and water after touching animals, their food, or their habitats.
- Children under 5, adults 65 and older, pregnant people, and people with weakened immune systems are at higher risk of serious illness from germs animals can carry and should take extra precautions or avoid direct contact.
- Rodents and feeder animals are sold at your own risk. We are not responsible for injury or damage caused by live feeders, including injury to your other animals.
Nothing in this policy limits any rights you have that cannot be waived under applicable law.
Enclosure Guarantee
Manufacturing defects on our enclosures are covered for one year from delivery. See Our Guarantee for details.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, your item must be in the same condition you received it and in its original packaging, with proof of purchase.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since we approved your return, contact us at customerservice@tarantulacribs.com.