Refund policy

Refund Policy

At Tiny Green Tails, LLC, we specialize in live animals. Because of the nature of live shipments, all sales are subject to the policies below.

Please read this policy carefully before placing an order.

Live Animal Sales (No Traditional Returns)

Due to biosecurity, animal welfare, and shipping constraints:

  • Live animals are non-returnable
  • We do not accept returns or exchanges of live animals
  • Refunds are not issued for live animals once shipped

Instead, live shipments are covered under our Live Arrival Guarantee (LAG) when all conditions are met.

Live Arrival Guarantee (DOA Claims)

If live animals arrive Dead on Arrival (DOA), you may qualify for a replacement or store credit under our Live Arrival Guarantee.

To qualify:

  • You must contact us within 2 hours of delivery
  • You must provide required photos and order details
  • All shipping and eligibility conditions must be met

Please review the full Live Arrival Guarantee page for complete details. Approved DOA claims are resolved with store credit or replacement only — not cash refunds.

Shipping Costs

  • Shipping fees are non-refundable
  • This includes original shipping and any reshipment costs
  • Carrier delays do not automatically qualify for refunds

Carrier Delays & External Factors

Once a package is accepted by the carrier, transit is outside our control.

Refunds will not be issued for:

  • Carrier delays
  • Weather-related transit issues
  • Missed or refused deliveries
  • Packages marked “Delivered” but stolen
  • Incorrect addresses provided at checkout

Order Cancellations

  • Orders may be canceled only before shipping preparation begins
  • Once packing or shipping has started, orders cannot be canceled
  • Live animal orders that have shipped are not eligible for refunds

Non-Live Products (If Applicable)

For non-live items (supplies, merch, etc.):

  • Items must be unused and in original condition
  • Requests must be made within 14 days of delivery
  • Customer is responsible for return shipping
  • Refunds are issued once the item is received and inspected

(If you don’t plan to sell non-live items, this section can be removed.)

Store Credit

  • Store credit does not expire unless otherwise stated
  • Store credit is non-transferable
  • Store credit cannot be redeemed for cash

Fraud & Abuse Protection

We reserve the right to deny refunds or credits if:

  • Claims show inconsistent or misleading information
  • Repeated claims indicate potential abuse
  • Policy requirements are not followed

Questions?

If you have questions about refunds or need clarification before ordering, please contact us — we’re happy to help.

Contact: tinygreentails@gmail.com