Refund policy

Returns

Herp Hut only excepts returns or claims (Note this is different for live arrival guarantee so for live product see our live arrival guarantee under shipping policy) under the following two circumstances. A Missed shipped item or for damaged items the customer chose to get insured at extra cost ahead of time. Not no carriers insure glass , lighting bulbs etc.. 

In case of wrong item/ miss shipped item by Herp Hut; 

If Herp Hut incorrectly shipped a different item than what was ordered Herp Hut will reship the correct item or offer a store credit. Please note it is the customers responsibility to check their order confirmation or items at checkout to ensure the order is correct before shipping otherwise Herp Hut will assume all items on the order are correct to the customers wishes. The customer must contact Herp Hut at info@herphut.ca within 24 hours of receiving the incorrect product. If Herp Hut confirms the incorrect product was shipped Herp Hut may request the item be returned and the proper item shipped to the customer. Shipping fees will not be refunded. Returned products must be unopened in their original packaging and sellable condition. Returns will not be accepted without pre-approval from Herp Hut at info@herphut.ca. Please use tracked shipping with a signature for returns, as we cannot be responsible for lost items.

Replacement item will only be shipped upon return of the incorrect or damaged good. 

Please note Natural products like cork, seed pods, and wood cannot be returned to prevent cross-contamination unless we made an error and the product has not been exposed to an animal or enclosure. 

Herp Hut reserves the sole right to choose to offer store credit in place of replacing the product. No cash refunds will be offered for returns or damaged product. 

Defective or damaged  items 

Herp Hut will not be responsible for lost or damaged packages once shipped as we have no control over the courier (FedEX, USP, Canada Post).  If you would like to insure your package, please contact us for a quote. Shipments without insurance means the customer is to accept all risks of breakage or loss. 

If you opted for insurance on dry goods by contacting and arranging for such insurance (please note no courier will insure glass products or live product) you must notify us within 24hour of receipt of lost or damaged goods. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file has been claimed with the courier.  Retain the item and packaging, the courier may send someone to inspect the damage. Glass including lighting fixtures are not covered under any circumstances.

If you purchase an item that comes with a manufacture warranty and you require assistance, it is the purchaser’s responsibility to contact the manufacture directly to make a claim if any.