Fluffy Puffy Pillow for Reptiles and Small Pets

Frequently Asked Questions

Cancellations

We do not accept cancellations as all of our items are custom made to order. We do however understand unexpected events may happen and may consider a cancellation if requested within 24 hours of placing an order. Cancellation policies are clearly stated on each item’s listing page under Shipping & Policies.

Returns and/or Exchanges

Due to exposure to reptiles and/or other animals, we cannot accept returns or exchanges. In the event your order was not as described or damaged in transit, please contact us as we will handle based on a case by case basis due to circumstances. We want all of our customers to be happy with our products and endeavour to take care of our customers.

Estimated Delivery Dates

Our estimated delivery dates are based on several factors -
1. Each item is custom made to order.
2. Orders are prepared and shipped in the order in which they are received. At any given point in time we can have 20+ open orders. We do try to send orders out before the estimated shipping dates as much as possible.

My Order Has Not Arrived

Tracking Information for each order is provided under your Orders in the app or on the website. If your tracking information shows your item has been delivered, but you have not received, we ask that you please first contact household/office acceptors, neighbours, and the local Post Office to locate the package. In the event the package cannot be located and per Etsy’s policies, (maximum estimated delivery dates must have passed by 7+ days and 48+ hours passed since your Help Request), please reach out to us and we will send a replacement order.

My Order Arrived Damage

In the event your order arrives with damaged, please reach out to us immediately, send photos of the damaged item, and we will replace as soon as possible.
Replacement/refund does not apply for sizing mistakes based on your order specifications. You are responsible for making sure items will properly fit in your enclosure.

Sizing details

Each Item Description provides in detail measurement information. It is the responsibility of the customer to ensure items orders are the correct size for your enclosure. We do not offer refunds if the items is “bigger” than you expected as all measurements are provided.

Custom and personalized orders

We do offer custom orders. Please reach out to us via Message to let us know what you are looking for in a custom order.

Wholesale availability

We offer wholesale pricing and have completed several large wholesale orders to date! If you are interested in wholesale pricing, please message us the following information -
1. Specific Items You Are Interested In With Quantities for Each
2. Company Name, Delivery Address (for estimated shipping costs), Website, if available)
3. Email Address to Send Breakdown of Wholesale Pricing