Refund policy
We understand that sometimes orders need to be changed or canceled. The following policy ensures transparency and fairness for both our customers and our animals.
Order Cancellations
Cancellation Window: You may request a cancellation for a full refund if you contact us at least 24 hours before your scheduled shipping date. To do so, please email us at support@pokiegarden.com with the subject line “Cancel Order.”
After 24 Hours Prior to Shipment: Once we are within 24 hours of shipping, we have already begun packing and caring for your animals in preparation for transit. In this case, we cannot issue a full refund.
- If you choose to cancel less than 24 hours before shipping, we reserve the right to issue a partial refund or store credit at our discretion.
Day of Shipment or After Shipment: We cannot cancel or refund orders on the day of shipment or once the animals have already shipped. Our animals’ well-being depends on timely transit, and re-routing or returning shipped animals poses unnecessary risk.
Refunds for Shipped Orders
Shipping Fees: Shipping charges are non-refundable once a package has been shipped. We incur these costs when we create and process shipping labels, and we cannot recoup these expenses.
Live Arrival Guarantee (LAG): Our LAG covers replacement or store credit in the event of a DOA (Dead on Arrival), under the conditions stated in our Shipping Policy. However, shipping fees themselves are not refunded.
Returns & Exchanges
Live Animals
For biosecurity and safety reasons, we do not accept returns of any live tarantulas, reptiles, amphibians, or feeder insects. Once animals leave our care, we cannot safely reintroduce them into our breeding facility.
If a health or quality issue arises within the scope of our Live Arrival Guarantee, please contact us immediately with photos or video so we can resolve the situation as quickly as possible.
Dry Goods & Non-Living Products
If you receive a wrong item (e.g., an enclosure, accessory, or any non-living product), please email support@pokiegarden.com within 48 hours of delivery with a photo of the incorrect item and your packing slip. We will promptly arrange for the correct item to be shipped to you.
If you no longer want the item or ordered the wrong product, you may return any unopened, unused dry goods within 14 days of receipt for a refund or store credit. You are responsible for return shipping costs, and original shipping costs are not refundable.
Refund Process
Contact Us: Email support@pokiegarden.com with your order number and reason for cancellation or refund.
Approval: Once we confirm your eligibility for a refund (e.g., canceled 24+ hours before shipping, unopened dry goods, etc.), we will process your refund in the original payment method or issue store credit, as applicable.
Timeline: Refunds typically appear on your statement within 5–10 business days, depending on your bank or credit card provider.
No Hidden Fees
We do not charge restocking or cancellation fees in most cases. However, please note that 3rd-party transaction fees (e.g., PayPal or credit card processing) may be non-recoverable after a certain period; if your order requires cancellation beyond that period, those fees may be deducted from your refunded amount.
Shipping label fees become non-refundable once created (usually within 24 hours of your scheduled shipping day).
Contact Information
If you have any questions, concerns, or special requests regarding refunds or returns, feel free to reach out:
Email: support@pokiegarden.com
Our goal is to make your experience with Pokie Garden as smooth as possible while upholding the health and safety of our animals. Thank you for choosing us as your source for tarantulas, reptiles, and amphibians!
By placing an order with Pokie Garden, you acknowledge that you have read, understand, and agree to our Refund Policy.