We have a snail guarantee, which means any snail that does not make the journey to it's new home can be replaced with a new snail free of charge. Before we send a replacement, we kindly ask that you send a clear picture of the snail's opening. After we determine the snail's condition, we will send a replacement the following business day.
We also have a 30-day return policy on snail accessories, 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 and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the snail(s) are defective, damaged or if you received the wrong snail, or wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned or refunded, like the Exo Terra Plantation Soil, Galapagos Terrarium Sphagnum Moss 4QT, or the Organic Calcium and Magnesium Mixture. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We do not have an exchange policy for the purchase of any snail. We only offer a replacement if approved. On other items, except those that cannot be returned,the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds are available for all items, with the exception of certain items, for 30 days after the purchase date. We offer refunds for snail purchase's as an alternative if you do not wish to receive a replacement snail. We will notify you to let you know if the refund was approved or not. 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.