Order Return & Cancellation Policy
When you place an order, you are making a commitment to purchase, and your payment will be processed at the time the order is placed. We incur irreversible costs during this process; therefore, we have the following cancellation policy in place.
If you cancel an order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before your credit or refund is issued, the fee will be deducted prior to issuing a credit or refund. The 10% cancellation fee will be calculated on the total cost of your order.
PLEASE NOTE: Orders that have been shipped are ineligible for cancellation and the Return Policy becomes applicable (see below).
ORDER RETURN POLICY
All live animal sales are final and we have a zero return policy once shipped. We do offer a Live Arrival Guarantee that applies only to the animal once it arrives at the destination.
Our dry goods return policy is good for 30 days from the date of purchase. If 30 days have past since the purchase, we unfortunately cannot offer you a refund. The product must be unopened in original packaging, unused, and in the same condition that you received it. After a product is opened or used we can no longer accept it as a return. Since the item is no longer new, it cannot be resold. Once we receive the package, we will credit you (either a refund or shop credit) for the price you paid for the product. We do NOT cover the original shipping cost or the return shipping cost.
Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be given the option of a shop credit or refund to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at Donna@IsopodDepot.com.