Returns
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Items returned after 30 days will not be issued a refund.
Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer unless instructed to do so by BigFATPhids, LLC. We do not cover the cost of returning an item, and we do not reimburse the original shipping price.
There are certain situations where only partial refunds are granted (if applicable) which include but is not limited to:
- Obvious signs of use
- Live insects including feeders
- Any item not in its original condition
- Items returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. On custom items like the condos, we may charge a restocking fee.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@bigFATphids.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Scratch and dent items are considered a sale item.
Exchanges (if applicable)
We only replace items if they are defective or damaged, or if you need to exchange it for the same item, send us an email at support@bigFATphids.com and send your item to the address provided. Please see our shipping policy for additional information about items damaged in shipping.
Gifts
Because of the sensitive nature of live shipping, we cannot guarantee your order will arrive when expected. Please contact support@bigfatphids.com to work out arrangements for your live shipping options.
Shipping
To return your product, you should contact support@bigfatphids.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.