Refund policy

Our Goal

Most items are handmade and may come with small imperfections which are not considered defects. We strive to make the best products possible and to bring joy to you and your pets with our products and customer service. Sometimes we may fall short in meeting that expectation. When that happens, please contact us at support@geekedoutexotics.com within 30 days of your order delivery and we will do our best to resolve the situation.

If you have any questions or concerns, please reach out. We will handle each situation on a case-by-case basis and do our best to make things right when we can. We want to earn your trust and respect! Your communication will help guide how we improve this process and this policy in the future.

Our Policy

Geeked Out Exotics strives to provide the best customer experience possible. As a small, individually-owned shop, we don't currently have the means to provide the more generous refund policies of larger corporations, so all sales are final; however, we may provide limited exceptions at our own discretion, on a case-by-case basis, in order to address reasonable concerns.

We will refund, repair, or replace any defective items sold if there is sufficient evidence that the defect was due to the product design, quality of parts, workmanship, or otherwise within our control. Any such claims must be made in writing to support@geekedoutexotics.com within 30 days of the date your order is delivered. We will review the request and reply with a decision regarding eligibility for refund, repair, or replacement. If authorized due to eligible defects, we will provide a return shipping label at no expense to you. If we elect to provide a refund or replacement for any other reason, you will be responsible for the cost of return shipping.

In all cases where a refund is provided, it will be withheld until we have received the returned item; or if an item is lost or damaged in transit, it will be withheld until any insurance claims are resolved. If we have not received the item within 30 days of the date the return is authorized, the decision will be considered permanently voided and no refund or replacement will be provided. We will not provide a refund for items lost or damaged in transit if no insurance is provided by or purchased from the carrier or a third-party provider.

We reserve the right to make exceptions to any part of this policy on a case-by-case basis at our sole discretion.