Return Policy

The short version

If we got it wrong (it arrived damaged, or we shipped the wrong thing), we cover it completely: free return or replacement, your choice, we pay shipping. If you changed your mind on a custom build, that one's harder, and here's the honest reason why.

If it arrived damaged, or we made a mistake

We make it right, on us.

• Free replacement parts or a full replacement enclosure, your choice.
• We pay all shipping.
• Inspect your pallet at delivery, note any damage on the carrier's bill of lading (BOL) before signing, photograph it, and contact us through our Contact page within 14 days. (See our Shipping page for the at-delivery steps.)

We file the freight claim with the carrier ourselves. You don't deal with that.

If you changed your mind

Ready-to-ship enclosures (our 6x2x2): 30-day returns. If it's not the right fit (sizing, change of mind, didn't work in your space), send it back within 30 days of delivery in original condition and original packaging. You pay return shipping; we refund the full purchase price minus the return-shipping cost. No restocking fee. Customer-caused damage (dents, scratches, modification) voids the return.

Made-to-order and custom builds: these are cut, finished, and built to order, so we can't restock or resell them. They're final sale once production begins. We tell you this plainly up front, not in fine print, because we'd rather you order with confidence than be surprised.

Two things that help you order right the first time:

• Use our size and species guidance (and the Build My Setup tool) before you buy. Unsure what fits your animal? Reach out through our Contact page first. We'd rather help you pick correctly than have you stuck with the wrong size.
• Measure your space. A 6-foot enclosure is a real piece of furniture.

How to start

1. Start your return on our Contact page with your order number and what's wrong. 2. We reply within one business day with a return authorization (RA) number and next steps. 3. For damage or our-fault returns, we schedule the freight pickup and send you the window. Re-pack in the original packaging (ask us for a replacement carton if yours is damaged). 4. Once it's back and inspected, we refund within 5 business days to your original payment method.

Warranty

Your enclosure is also covered by the Crawl Creations Warranty against defects, separate from returns. See our Warranty page for what's covered and for how long.

Questions before you buy? Reach us on our Contact page. We answer like keepers, not a call center.