Refund Policy
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BioVivara's 30 Day "Love It" Guarantee for Vivariums/Enclosures
We are so confident you will love your new vivarium that, if you order a vivarium from us and you aren't happy with your purchase anytime in the first 30 days, you can return it for a full refund minus shipping fees. It is a joy to create amazing enclosures that others will love. If you don’t love it, we want to help – whether that means helping you return your product or whether that means helping you with whatever is holding you back from enjoying it.
30 Day "Love It" Guarantee Return Details:
If, at any time during the first 30 days after you receive your vivarium, you feel it isn't delivering on our promises for how it works, how it looks, or you just aren't happy with it, call 877-524-5979 or e-mail us at returns@biovivara.com.
If you have questions and want to see if we can help you fix what might be wrong, we'll gladly help free of charge. If you've decided you aren't happy and want your money back, just let us know that you are in your "Love It Guarantee" 30 day window and we will send you a Return Authorization Number, shipping instructions, and return shipping label.
It is preferred that you return your vivarium in the original shipping boxes, but if that isn't possible, then we will provide direction on what boxes and packaging material you will need to properly pack the vivarium for shipment. If the vivarium isn't packaged properly for shipment and is damaged in transit as a result, we reserve the right to issue a partial refund. We will do everything we can to ensure that your return process is as simple and easy as possible.
Past 30 Days
If you have had your vivarium for more than 30 days and are experiencing any problems, or have questions for us, your vivarium's warranty has additional protections for your investment. Contact us at warranty@biovivara.com if you need any assistance with your vivarium during the warranty period. Can't find a copy of your warranty? Never fear! Just call or e-mail us and we will be happy to forward it to you and answer any questions you might have.
30-Day Non-Vivarium Related Returns
We offer returns within 30 days of original purchase for non-vivarium items, with some exclusions. To be eligible for return and refund, the item must be unused, in original condition, and original packaging.
Some items are non-returnable, such as live plants which are instead covered by our Live Arrival Guarantee (see below). Other non-returnable items include: gift cards and custom-made orders.
Live Arrival Guarantee
All live goods are guaranteed to arrive alive and healthy. Any items dead or dying on arrival will, at our option, be replaced or refunded. To qualify for replacement or refund, you must notify us by calling 877-524-5979 or e-mailing us at admin@biovivara.com within 24 hours of delivery.
How to Return an Item
Any returns MUST be pre-authorized. Call 877-524-5979 or e-mail us (returns@biovivara.com) to receive a return authorization number and return instructions. We will not accept unauthorized returns. All returns must be in original “new” condition, in undamaged original packaging, must be unaltered, and shipped in original shipping container. Late on arrival orders cannot be returned, cancelled or rejected due to shipping delay. You are responsible for all return shipping costs.
We reserve the right to issue only partial refunds if there is obvious sign of use, the item is not in its original condition, is damaged or missing parts for reason other than our error. Refunds will exclude original shipping costs.
Once your return is received and inspected, we will contact you by e-mail. We will notify you of receipt of returned item, the results of our inspection, and notice of approval or denial of refund. Refunds will be processed by a credit to your original method of payment within 30 days of receipt of return.
Damage on Arrival
If any order arrives damaged, you must notify us within 24 hours of time of delivery at 877-524-5979 or at admin@biovivara.com. If you do not notify us within 24 hours, you remain liable for all shipping costs associated in replacing, as well as returning damaged item. You MUST hold onto the damaged item and ALL original packaging for up to 10 business days since our shipping company will do an investigation. If you do not retain all packaging materials and FedEx/UPS rejects the claim, we cannot replace your merchandise. We cannot send you a replacement product until the claim is approved. No COD returns will be accepted.
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