Refund policy

By placing an order with us, you acknowledge that you have completely read, understood, and agreed to the terms & conditions and information regarding our Refund, Return & Exchange Policies as stated below. 

We take great pride in all the plants, animals, and products sold at our store. However, issues may arise in extreme weather conditions, or if the shipping carrier loses your package or fails to deliver it on time. While it's unlikely you'll experience an issue outside of these circumstances, we will do our best to make things right if you do. 

All pictures on our website are examples of what the plants/animals will look like, and the plants or animals that you will receive naturally might vary in color or size. We do not guarantee any of our live plants/animals to look exactly like the photos used in the listing.

We do not accept refunds, returns, or exchanges for any plants due to issues such as snails or other pests as we do not guarantee our plants to be snail or pest-free. 

The following policies are applicable to any products that you have purchased directly from us. 

Refund Policy

Any refunds made will be in the form of store credit that can be used in a future order. Store credit is valid up to 5 years from the issue date and cannot be exchanged for cash or any cash equivalents. Any shipping or shipping material costs are strictly non-refundable once an order has either been packed or shipped.

Please note that we cannot accept cancellation requests for orders once they are placed.

Orders placed as local curbside pickup must be picked up within 10 days. If an order is not picked up within 10 days (unless we have agreed upon a later pickup date beforehand), we will consider the order to be abandoned and we reserve the right to cancel your order without a full refund.

Cancellation Policy

A 10% cancellation fee will be applied to all order cancellations, regardless of when the order is placed or cancelled.

Replacement/Exchange Policy

If a replacement for an item is required, you will be given 2 options:

1. We can ship you the replacement item free of charge and at no extra shipping cost, along with your next order with us. (This is a more eco-friendly option that we prefer and highly recommend)

2. We can ship you the replacement item, but you will be responsible for covering the cost to re-ship the item to you. (Shipping costs have gone up and we have to ship Live Plants/Animals using an expedited shipping service such as USPS Priority, so by doing this we are able to keep the prices of our products as low as possible for our customers, rather than having to raise our prices overall to cover the cost.)

All replacements are considered final and we will not replace the replacement. In the rare case that an item(s) is missing from your order, we will either issue a refund via store credit for the missing item(s), or we can re-ship the missing item(s), at the customer's expense, or at our own expense if we have explicitly agreed that we would do so. 

Return Policy

Any item(s) returned to us by the shipping carrier due to issues outside of our control (incorrect/insufficient shipping address, failure to be present during the first or subsequent delivery attempts, etc) will be re-shipped to the customer at the customer's expense. We will not be liable for any additional costs associated with re-shipping or replacing (if damaged or DOA) any returned item(s), including if the customer refuses delivery.

We will not refund your order if your order is returned to us, and if the customer fails to make payment for the cost to re-ship the order (once it's been returned to us), we reserve the right to consider a returned order abandoned after 2 weeks and the eligibility for a refund will be forfeited. 

PLEASE NOTE: All returns MUST be approved by us in writing before being sent. We will not process any unauthorized returns, and any item(s) sent back to us without prior written approval are NOT able to be refunded, so please do not return any item(s) to us without contacting us first, and getting our written approval.

For Live Plants & Animals

Live plants and animals cannot be exchanged or returned for a refund as they are live perishable items. In the unfortunate scenario that you receive damaged or dead plants or animals, please ensure you follow the guidelines stated in our Live Arrival Policy to make sure you are eligible for a refund or replacement.

For Dry-Goods

Dry-Goods (with the exception of custom or made-to-order dry-goods) that are eligible for a return will be accepted at our own discretion, provided it is undamaged (meaning that it is in its original condition), and also in its original box/packaging (if it applies). We will happily refund the cost of the returned item(s) minus the initial shipping cost (which is strictly non-refundable in any case) and other non-refundable fees, as long as we have authorized the return, and you return it within 14 days at your own cost after it has been delivered to you as marked by the shipping carrier. 

In the very rare event that an item is damaged during transit by the shipping carrier and we decide that we would like you to return the item to us, we may decide to pay for the shipping cost and will send you the return label and instructions on how to return it to us. In this case, we will need clear evidence of any damage, which is to be sent to us via email to file a claim with the shipping carrier within 48 hours of the timestamped delivery, and we will issue a refund or send a replacement only if the claim has been accepted and paid by the shipping carrier if the damage is deemed to be caused by the shipping carrier and not due to something on our part. Please make sure you send any returns (if we require you to do so) for damaged goods within 14 days of the time-stamped delivery.

Please note that we will only be able to assist you with filing a claim if clear evidence of the damage to the item, box, and other necessary photos as deemed by the shipping carrier, is sent to us within 48 hours so that we can file/process the claim in a timely fashion. If any evidence is sent after 48 hours of us requesting them, we may not be able to assist you in filing the claim and we may forfeit your eligibility for a return/refund. 

If you are returning an item for any other reason, it is your responsibility to get the item back to us safely and without further damage. We highly recommend using a tracked and insured service for any returns.

We will not accept any undamaged items that become damaged during the return process and will be liable for paying the additional loss in value of the items if further damages to the items occur during transit. 

Do note that a 10% restocking fee might apply to any items returned due to buyer remorse, and not damage due to our part. For pre-ordered, or specially ordered dry-good items, a 50% restocking fee might apply at our discretion.

For Dry-Goods that are covered under a warranty by the manufacturer, such as UNS Products, it will be their responsibility to provide a replacement unit or to fix the unit in accordance with their warranty, so we highly recommend reaching out to the manufacturer directly if your unit is not working as intended.

You may register your purchased product here: https://ultumnaturesystems.com/product-registration/ or contact UNS directly here: https://ultumnaturesystems.com/support/ if you are having any issues with their products.

We will not accept returns or issue any refunds for any products that are deemed by any manufacturer to not be covered for a replacement or repair under the terms of their warranty or have already been repaired or replaced by the manufacturer.