Refund policy
Last Updated: June 2026
At Jake’s Jewels of the Jungle, customer satisfaction and animal welfare are our top priorities. Due to the nature of the products we sell, our refund policy varies depending on the type of item purchased.
Live Animals
All live animal sales are final.
Because live animals are perishable and sensitive to environmental conditions, we do not accept returns or exchanges on live dart frogs, isopods, springtails, or other live organisms.
Live Arrival Guarantee (LAG)
Eligible live animal orders are covered by our Live Arrival Guarantee as outlined in our Shipping Policy.
In the rare event that an animal arrives deceased (DOA), customers must follow all Live Arrival Guarantee requirements, including:
- Picking up the package from the designated FedEx Ship Center within 2 hours of opening on the day of delivery.
- Contacting us within 2 hours of the FedEx Ship Center opening.
- Providing clear photos and/or an unboxing video showing the animal in its original shipping container.
If a claim is approved, we may provide one of the following remedies at our discretion:
- Store credit
- Replacement animal (when available)
- Partial or full refund of the animal purchase price
Shipping charges are non-refundable.
Failure to meet Live Arrival Guarantee requirements may void coverage.
3D Printed Products & Dry Goods
We stand behind the quality of our products.
If a 3D printed item, vivarium accessory, or other dry good arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery with photographs of the issue.
Upon review, we may offer:
- Replacement product
- Store credit
- Refund
Approved refunds will be issued to the original payment method.
Please note that due to the nature of the 3D printing process, minor layer lines, surface variations, and cosmetic imperfections that do not affect the functionality or intended use of the product are not considered defects and are not eligible for refund or replacement.
Returns
Returns may be accepted for eligible non-living products within 7 days of delivery.
Customers must contact us and obtain return authorization within 7 days of delivery. Return requests submitted after this period may not be approved.
To qualify for a return:
- The item must be unused and in original condition.
- The item must be returned in its original packaging when possible.
- Return authorization must be obtained before shipping the item back.
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Items that have been used, modified, installed, or damaged after delivery are not eligible for return.
Order Cancellations
Orders may be canceled prior to shipment.
Once an order has shipped, it cannot be canceled and must follow the return policy outlined above if eligible.
Non-Refundable Items
The following items are not eligible for returns or refunds:
- Live animals (except approved DOA claims)
- Products damaged due to improper use, installation, or husbandry
- Items returned outside of the 7-day return window
Refund Processing
Approved refunds are typically processed within 5–10 business days. Processing times may vary depending on your payment provider.
Right to Refuse Claims
Jake’s Jewels of the Jungle reserves the right to deny any refund, replacement, return, or Live Arrival Guarantee claim that we determine to be fraudulent, abusive, or inconsistent with the terms of this policy.
Contact Us
If you have any questions regarding your order, refund eligibility, or a product issue, please contact us through our website contact form or business email.
We are committed to working with our customers to find fair and reasonable solutions whenever possible.