Refund policy

Returns
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

DOA - Dead on arrival

Please report all DOA cases - Help us get better 

In some cases, live items like snails or plants can die during shipping. In order to receive a refund, 50% of snails ordered must be dead on arrival. You must send a picture of the deceased item and include the original packaging of the order in the picture. This picture must be sent within 5 hours of your order being delivered. (This ensures it was not left outside in a mailbox) Email wildpetsupply@gmail.com. To get a full refund minus 50% of the shipping cost you must also have purchased EXPRESS LIVE SHIPPING for any live item. Without either of these your order may not be refunded or a portion of your order will be refunded. View our refund example below. Note for Express Live Shipping only the amount of deceased items will be refunded ei. 5 snails ordered and 2 were received as DOA, you would receive 2/5ths the order amount.

Good example

- Ordered 5 Live Snails & Purchased EXPRESS SHIPPING: Package arrived and opened, 3 snails were DOA. A picture was taken and emailed to wildpetsupply@gmail.com within 5 hours. The customer was refunded 3/5th of the cost of their order. 

Bad example

- Ordered 5 Live snails & Purchased standard shipping (For dry goods): Package arrives and was in mailbox for 6 hours. The customer opened the package and 4 snails were alive. Emailed wildpetsupply@gmail.com without picture. This order would be outside our refund policy because it was not LIVE SHIPPING. Also no more than 50% of snails ordered were not DOA

 

*We reserve the right to manually decide the refund policy on a case to case basis

*Cost of express shipping will be refunded only if all items arrive deceased

*Instant Cash refunds when applied will refund the full amount of the item however the shipping can only be refunded up to 50%. This is due to our cost of boxes, labor, shipping, delivery fees, packaging/containers, heating packs, and more even with a live guarantee. The amount we charge customers for shipping is less than the actual amount we pay with the average cost of shipping being $6.24 USD for Standard and $12.34 with Priority. We cover the loss to give the customer a better experience and be able to charge less for shipping.

*Store Credit refunds can only cover items and not shipping this is due to our cost of boxes, labor, shipping, delivery fees, packaging, and more even with a live guarantee. The amount we charge customers for shipping is less than the actual amount we pay with the average cost of shipping being $6.24 USD for Standard and $12.34 with Priority. We cover the loss to give the customer a better experience and be able to charge less for shipping.

*Cases will not be accepted 5 days after order arrives for live goods

*With snails please email if you are concerned with them being alive. We will message you back because it may take 7 days before they start to move around in your aquarium. 

*Live items may not be returned

 

Please remember we are a small company, of course, we care about your experience the most but if we did not have these strick policies we would not be able to operate.

 

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 15 days after delivery

 

Buyer is responsible for return shipping to 

PO BOX #085925, Racine WI 53408, United States. 

Customers will not be refunded shipping unless on special occasions.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wildpetsupply@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at wildpetsupply@gmail.com and send your item to: PO BOX #085925, Racine WI 53408, United States.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: PO BOX #085925, Racine WI 53408, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Custom Items

We offer a selection of customizable items that are unique to you. Please note that we may not accept returns for these items as they are custom and made for you. Store credit refunds may be offered depending on the order and information provided.