Refund policy

Returns and Refunds: (excludes live animal sales)

• Items made by Toad Ranch is considered custom & are not returnable for any reason.  ALL sales are final. Please make sure to ask any questions you might have and review your order before you place it.   It is the customers responsibility to check order confirmation notes to ensure its accuracy.

For all items not built by Toad Ranch LLC (Arcadia, Universal Rocks, Herpstat, etc., including Toad Ranch-branded locks, door handles, finger pulls, gap seal, enclosure fans, mugs and apparel) returns are accepted within a period of 14 days. Items must be undamaged and unused.

Universal Rocks Items

Universal Rocks items (backgrounds, ledges, rocks, bowls, vines, stumps and other Universal Rocks décor) are made to order and ship directly from Universal Rocks, not from our shop. For Universal Rocks items, these rules replace the general return and cancellation terms:

• Cancellations: The 48-hour free cancellation for Toad Ranch-built items does not apply to Universal Rocks items. We place your order with Universal Rocks within one business day, so contact us right away if you need to cancel. Universal Rocks items can be cancelled free of charge until Universal Rocks starts making them. After that, a cancellation fee of 25% of the item price applies, or 50% for custom or cut-to-size pieces that have been made. Orders that have shipped cannot be cancelled.
• Custom pieces: Custom and cut-to-size Universal Rocks pieces cannot be returned or exchanged for any reason.
• Returns: Standard (non-custom) pieces may be returned only with our approval. Contact us within 14 days of delivery and we will send return instructions; returns go back to Universal Rocks, not to our shop, and must ship within 14 days of delivery, unused, in resalable condition and in the original packaging. Returns are refunded or credited at the item price less a 30% restocking fee and the original shipping cost. Return shipping is paid by the customer; for items shipped on a pallet, the return freight cost is deducted from the refund. Refunds can take up to 30 days after the return is received.
• Delivery damage: Inspect your delivery before signing. Note any visible damage on the delivery receipt, and refuse the shipment if the damage is major. Photograph any damage and email us within 48 hours of delivery. Keep all packaging: hidden damage must be inspected by the carrier within 7 days of delivery.
• Warranty: Universal Rocks warrants its polyurea products against structural defects (leaks or shell failure) for 5 years from the date of purchase. Cracks in the backfill foam, minor size changes from temperature, shiny molding spots and fading are normal and not covered. To make a claim, email us your order number and clear photos of the defect.

Customer Changed Mind or Ordered Wrong Item. For all items NOT built by Toad Ranch LLC (Arcadia, Universal Rocks, etc.)

• Returns given as store credit will be in the amount of the sale less the original shipping and handling costs.  Returns credited back to the payment method will be in the amount of the sale less the original shipping and handling costs plus a 30% restocking fee.  

• No refunds will be given for damaged or used items. 
• Herpstat controllers: opened Herpstats must still be in new condition to be returned and are subject to a 30% restocking fee.

• Before any store credit is issued, returned items will be inspected upon receipt at Toad Ranch, LLC to ensure they are free of damage and in new condition.  If a returned item arrives at Toad Ranch, LLC damaged, it is Customer’s responsibility to file a damage claim with the carrier.  Toad Ranch, LLC will assist the Customer by providing photos of any damaged parts of the product and/or shipping container.

• • It is the Customer's responsibility to pay for all return shipping costs.  It is the Customer's sole discretion and responsibility to obtain and pay for any return shipping insurance.
  
  
  • Why 30% Restocking Fee on Heating & Lighting Items: These products are inherently delicate. Even when handled with the utmost care during return shipping, there is still a significant risk of hidden damage, internal component issues, or performance problems that may not be immediately apparent.  We offer returns as a courtesy to our customers, but in practice, returned fixtures are not added back to our inventory for resale. Most are either donated or used internally. This helps prevent other customers from accidentally purchasing a fixture or bulb that may have a shortened lifespan.

Please contact us at Sales@ToadRanchCages.com