Refund policy
Big Z's Habitats and Arachnids — Refund & Return Policy
We sell living animals and the gear that keeps them alive, so this policy is a little different from a typical store. Please read it before you order.
Live Animals — All Sales Final, With One Exception
Once a live invertebrate (scorpion, tarantula, spider, centipede, millipede, isopod / cleanup crew, etc.) has shipped, the sale is final. The only exception is our Live Arrival Guarantee, below. We do not accept returns of live animals for any reason — once an animal has left our care we cannot verify how it was housed, fed, or handled.
Live Arrival Guarantee (LAG)
Every live animal is packed weather-aware and ships with a Live Arrival Guarantee: if your animal arrives deceased, we will make it right. To be covered, all of the following must be true:
- You selected an approved overnight live-animal shipping option (or the option we specified for your order) and someone was available to receive the package on the first delivery attempt — or you chose "Hold for Pickup" and collected it the same day it arrived.
- The shipping address you gave us was correct and complete, and the package was not left sitting outdoors, in a mailbox, or in a hot or cold vehicle.
- You did not refuse delivery.
- Outdoor temperatures along the route were within a safe range, or you accepted the heat pack / cold pack option when one was recommended at checkout or by us before shipping.
How to file a DOA claim: Email bigzshna@gmail.com within 2 hours of the carrier-recorded delivery time with: your order number, a clear photo or video of the unopened package, and a clear photo or video of the animal in its original, unaltered packaging. Keep the animal and all packaging until your claim is resolved.
Remedy: For a valid DOA claim we will, at our discretion, send a replacement animal (shipped on the next safe ship date — weather holds still apply) or issue store credit for the price of the animal. Original and replacement shipping charges are not refundable. We generally do not issue cash refunds on live animals; if we do, it is solely at our discretion and covers the animal's price only.
Carrier delays & weather: If the carrier delays a shipment past its guaranteed window through no fault of yours, contact us — we will work with you in good faith. If you waived a recommended weather hold or heat/cold pack and the animal arrives deceased, the Live Arrival Guarantee does not apply.
Enclosures, Supplies & Starter Kits (non-living items)
Unused, unopened non-living items in their original packaging may be returned within 30 days of delivery. Email us first for a return authorization. Return shipping is the buyer's responsibility, and a restocking fee may apply to large or custom items. Items that arrive defective or damaged in transit will be replaced or refunded at no cost to you — report damage within 7 days with photos.
Digital Care Guides
Care guide PDFs and other digital products are non-refundable once delivered or downloaded.
Cancellations & Address Changes
Need to cancel or fix an address? Email us as soon as possible. We can usually help before an order ships; once it is in the carrier's hands we cannot change it. Orders rerouted or returned to us because of an incorrect or undeliverable address are not eligible for the Live Arrival Guarantee, and reshipment costs are the buyer's responsibility.
Questions
Email Big Z at bigzshna@gmail.com with your order number and we will take care of you.