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Because many of our products include live plants, natural materials, and handcrafted items, certain products are not eligible for returns.
Eligible for Replacement
We may offer a replacement or store credit in the following situations:
- Product received damaged during transit
- Incorrect product received
- Significant shipping damage supported by an unboxing video
Important: All claims must be reported within 24 hours of delivery.
Unboxing Video Requirement
A continuous unboxing video showing the unopened package and its contents is mandatory for all damage, shortage, or incorrect product claims.
Claims submitted without supporting evidence may be rejected.
Live Plants
Plants are living organisms and naturally vary in size, color, shape, and growth patterns.
Images shown on the website are representative examples only.
The following natural conditions do not qualify for refunds or replacements:
- Minor leaf loss
- Temporary wilting
- Color variations
- Natural size differences
- Minor transit stress
Fragile Glass Products
Breakage claims must be supported by clear photographs and a complete unboxing video.
Approved claims may qualify for a replacement, store credit, or partial refund at our discretion.
Custom Orders
Custom terrariums, paludariums, vivariums, installations, and made-to-order products are non-refundable once production has commenced.
Refund Processing
Where refunds are approved, they will generally be processed within 7–10 business days to the original payment method.
Shipping charges are non-refundable unless the error was caused by Terrarium Labs.
Cancellation Policy
Orders may be cancelled before dispatch.
Once an order has been shipped, cancellations are generally not possible.