Return & Refund Policy

Change of Mind: All Sales Are Final

We don’t accept returns or exchanges when you simply change your mind, and we don’t refund an order you no longer want. Please check sizes, colors, compatibility and product details before you buy — checkout shows this before you pay.

Please don’t send anything back unless we ask you to. Items sent back without our OK are not accepted.

Item Arrived Broken or Wrong

Report it from My Account (your order → Report a Problem) or from the Track Order page within 5 days of delivery. At least one photo is required — show the item, the box and the label — and a short description helps.

Our team reviews every claim. Once it’s approved, you choose: a replacement (the same item sent again at no cost to you), store credit, or a refund back the way you paid. We suggest a replacement when the item is in stock, but the choice is yours. Store credit you take instead of a refund never expires.

Guest orders: report the problem from the Track Order page with your order number and email. Store credit lives in an account — create a free account (or sign in) with the email you ordered with to receive it.

Order Not Delivered

Report it from My Account or the Track Order page. We open a case with a case number right away and email you.

Tracking still shows it in transit, out for delivery, or not scanned yet: we investigate with the carrier — up to 30 days from your order. If the carrier confirms the package lost, or there is still no delivery scan at the end of that period, you choose: we send your order again, give store credit, or refund it.

Tracking says delivered but you didn’t get it: first check around the delivery spot and with your neighbours. Then report it (up to 30 days after the delivery date) and complete your case page: a written statement of what happened, photos of the delivery spot, whether you checked with neighbours or your building, and — when the products in your order total $250 or more (before shipping and tax) — a police report. This documentation helps us investigate with the carrier; it isn’t the only way to a remedy.

After the investigation you get a reship, store credit or a refund when the package was lost.

If an Item Becomes Unavailable

If an item you paid for becomes unavailable, the rest of your order keeps shipping and we email you right away. You can pick store credit or a replacement when offered, or a full refund for that item. If you don’t choose within 14 days, we refund it after 14 days.

Refunds, Store Credit and Gift Cards

Refunds go back the way you paid (store credit and gift card first if you used them, then your card), once our team approves them. Store credit you get instead of a refund never expires; promotional or goodwill credit expires 90 days after it’s given (we remind you 7 days before).

Store credit and gift cards can pay for products, shipping and tax — everything except the card minimum (our card processing fee + $1.00, about $1.35), which is always paid by card; the rest of your credit stays in your account. Gift cards never expire and can’t be exchanged for cash.

Live, Custom, Perishable and Regulated Items

Live animals and live feeders, opened food or treats, custom portraits and other made-to-order items, custom-cut items, perishable products, and hazmat or regulated chemicals can’t be returned for change of mind. If one of these arrives broken or wrong, report it within 5 days of delivery with photos and it is covered like any other item.

How to Report a Problem

Sign in and open your order in My Account → Report a Problem, use the Track Order page (guest orders), the contact form, or email support@jungleorama.com with your order number. We reply within 1 business day (Mon–Fri).

Jungleorama Club charges follow the refund windows in the Jungleorama Club Policy.

This policy doesn’t affect your rights under the law.