Refund policy

Refund & Cancellation Policy

This policy covers order adjustments, cancellations, store credit, and refunds for tarantula and invertebrate orders placed with Exotics Unlimited. It should be read together with our Terms of Service and Shipping Policy & Live Arrival Guarantee.

Our Approach to Changes & Cancellations

We understand plans change, and we want to be flexible. In many cases, we can hold your order, adjust your shipping date, or make changes to fit your needs.

However: Because we ship live animals, certain fulfillment steps are time-sensitive and cannot be reversed once they begin. Please review this policy carefully.

Order Adjustments (Before Shipping)

We're happy to help with order adjustments up until the end of the business day before your scheduled shipping date (5 PM EST).

This may include:

  • Removing items
  • Substituting items
  • Changing freebies

On Shipping Day: If you need to make adjustments on the actual shipping day (after 5 PM EST the day before), we will do our best to accommodate you. However, our packing and shipping team is very busy during this time, so same-day adjustments can be difficult. We appreciate your patience.

Price differences resulting from adjustments are issued as store credit (not refunded to payment method). This helps offset processing fees while keeping your order flexible.

Store Credit Benefits:

  • Never expires
  • Can be used on any product
  • Can be combined with future promotions

Inventory Issues & Backorders

In the rare event an item becomes unavailable for shipping (discovered during our packing process), we will notify you as soon as possible and offer:

Option A: Full Refund

  • Refund for the unavailable item to original payment method
  • Note: If you select a refund and the order total drops, promotional benefits (free shipping, freebies) may be adjusted accordingly
  • We will communicate this clearly before processing

Option B: Store Credit

  • 100% store credit for the unavailable item applied to your account
  • Bonus store credit included
  • If you choose store credit, your order total remains the same, so you keep all freebies and other promotional benefits as ordered

Important: We take full responsibility for inventory issues on our end. Our packing team inspects all animals before shipping and will notify you immediately if any animal is molting (shedding its exoskeleton) or unfit for shipment.

Cancellation Options

Before Shipping (End of Business Day Before Ship Date)

You may choose:

Option A: Refund to Original Payment Method

  • Full refund minus 6% non-refundable processing fee
  • Covers payment processing and order handling costs charged to us

Option B: 100% Store Credit

  • Full order value as store credit (no deductions)
  • Never expires, can be used on anything
  • More flexible if you might reorder

Cancellations on Shipping Day

Once your order reaches its scheduled shipping date:

  • Order is packed early in the morning
  • Cancellations at this stage cannot be fulfilled

Cancellations on or after shipping day are issued as:

  • Store credit only (no refund option)

Special Items & Promotional Discounts – Cancellation Terms

Freebies and steeply discounted promotional items follow these cancellation rules:

Freebies:

  • No separate cancellation available; considered part of order package
  • If order is cancelled, freebie is cancelled with it
  • Store credit issued for full order value if cancelled before shipping

Event/Promotional Discounted Items:

  • Full cancellation terms apply (see above)
  • Can be removed from order up to end of business day before shipping
  • Cancellation of these items may affect order total and promotional benefits (free shipping threshold)

Unscheduled or Delayed Orders (30-Day Policy)

If an order remains unscheduled or unshipped for more than 30 days due to lack of customer response:

  • We will attempt contact via email and phone
  • If no response after 30 days, order is:
    • Returned to inventory
    • 100% store credit issued to account

After 30 days, orders are no longer eligible for refunds.

Shipping Charges & Refund Timing

  • Shipping fees become non-refundable once a shipping label is created
  • Shipping costs are not refunded after shipment or in case of carrier delays
  • Refunds to payment method typically process within 5-7 business days

Free Shipping & Order Combining – Credit Policy

Free Shipping: Available on orders $300+ (FedEx Hold for Pickup only)

Order Combining: Multiple orders can be combined into one shipment

  • If combined orders exceed $300 threshold, previously paid shipping becomes store credit
  • Credit can be used on any future purchase

Wholesale Orders – Special Terms

Wholesale orders follow separate cancellation terms:

  • Cancelled wholesale orders are issued as store credit to account
  • No refunds to payment method for wholesale orders
  • Premolting animals (identified at shipping inspection as being in the fragile period shortly before shedding their exoskeleton) are issued as store credit or can be substituted for future orders
  • Cancellations must be requested before shipping day

Returns Policy

We do not accept returns once animals leave our facility.

All animals are:

Live animals cannot be returned due to their living status and shipping stress. If there is any issue with your animal, contact us within 2 hours of delivery/pickup—we will make it right per our Live Arrival Guarantee.

Additional Notes

  • Shipping fees are non-refundable once a label has been created
  • Shipping fees are not refunded after shipment or due to carrier delays
  • Store credit is the most flexible option for refunds—it never expires and can be used on any product

Need Help?

If you're unsure about timing, weather conditions, shipping logistics, or want to make changes to your order, reach out before placing your order. We're always happy to help find a solution.

Contact Us:

  • 📧 support@exoticsunlimitedusa.com
  • 📞 336-314-1085
  • 🏠 998 Hoyd Ln., Kernersville, NC 27284

Related Policies

Agreement

By placing an order, you acknowledge that you have read and agree to this Refund & Cancellation Policy, along with our Terms of Service and Shipping Policy.

Policy History

  • 1/6/2026 – Initial Refund Policy implemented
  • 4/8/2026 – Policy restructuring for consistency
  • 9/7/2026 – Added Special Items & Promotional Discounts language; reformatted for clarity with plain-language definitions and cross-policy links (no material terms changed)