Returns & Refund Policy
At Buschwick Hides, we stand behind the quality of our products and the care that goes into everything we offer. Due to the nature of our products — including live animals, plants, and bioactive supplies — our return and refund policies are structured to ensure the safety of animals and fairness to all customers.
General Return Policy (Non-Living Products)
We accept returns on eligible non-living items, such as apparel and select accessories, within 14 days of delivery.
To qualify for a return:
- Items must be unused and in original condition
- Items must be returned in original packaging
- Proof of purchase is required
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Final Sale Items
The following items are final sale and not eligible for return or refund:
- Live animals
- Live plants
- Isopods, springtails, and other live cultures
- Substrates and soils
- Custom or made-to-order items
Live Animal Policy (Online Orders Only)
Due to the sensitive nature of shipping live animals, we offer a 24-hour live arrival guarantee for animals shipped to customers.
To qualify for a refund or replacement:
- You must notify us within 24 hours of delivery
- Clear photo/video evidence must be provided
- The animal must have been shipped and received under appropriate conditions
If these conditions are met, we will work with you to resolve the issue.
After 24 hours, all live animal sales are considered final.
In-Person Animal Sales
All live animal purchases made in person are final sale.
Once an animal leaves our table or booth, it becomes the responsibility of the buyer. We encourage customers to inspect animals and ask any questions before completing their purchase.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 7 days of delivery.
Include:
- Your order number
- Photos of the item and packaging
We will work quickly to resolve the issue with a replacement or refund where appropriate.
Non-Returnable Situations
Due to the nature of live animals and bioactive systems, we do not offer returns or refunds for issues related to care, environment, or conditions after delivery.
We provide care guidance and resources to help you succeed, including access to our reptile care guides and support if you have questions. However, Buschwick Hides is not a licensed veterinarian, and all care decisions ultimately fall under the responsibility of the buyer.
By purchasing live animals or bioactive supplies, you acknowledge that:
- Proper husbandry, environment, and care are the responsibility of the buyer
- Outcomes may vary based on enclosure setup, temperature, humidity, and handling
- Care instructions and recommendations are provided as guidance, not guarantees
If you need assistance, we are always available to help point you in the right direction, including directing you to additional resources or experienced members of the reptile community.
For care information, please visit our Reptile Care Guides page.
Contact Us
For any return or refund requests, please contact:
Buschwick Hides
Buschwickhides@gmail.com
Shipping Policy
Buschwick Hides offers shipping for non-living products, live plants, and live animals. Due to the nature of these items, shipping methods and policies vary depending on what is being ordered.
Processing Times
Orders are typically processed within 2–5 business days.
Live animal and plant orders may require additional preparation time to ensure safe and appropriate shipping conditions.
Shipping Methods
We ship using trusted carriers to ensure timely and reliable delivery.
- Standard shipping is available for non-living items
- Expedited shipping may be required for live animals and certain plant orders
Shipping methods are selected based on what is safest for the items being delivered.
Live Animal Shipping
Live animals are shipped with the animal’s safety as the top priority.
- Animals are only shipped under appropriate weather conditions
- We may delay shipments due to extreme temperatures or unsafe transit conditions
- Customers may be required to select expedited shipping options
Once an animal has been shipped, the customer is responsible for:
- Being available to receive the package on the first delivery attempt
- Ensuring the package is brought inside promptly
Failure to receive a live animal delivery on the first attempt may void the live arrival guarantee.
Live Arrival Guarantee
All shipped live animals are covered by a 24-hour live arrival guarantee, as outlined in our Returns & Refund Policy.
Customers must:
- Notify us within 24 hours of delivery
- Provide photo/video documentation if there is an issue
Plants, Bioactive Supplies & Substrates
Live plants, isopods, springtails, and substrates are shipped with care but are sensitive to transit conditions.
- Minor cosmetic damage may occur during shipping
- We are not responsible for environmental stress caused during transit
Shipping Delays
Buschwick Hides is not responsible for delays caused by:
- Shipping carriers
- Weather conditions
- Incorrect or incomplete shipping information provided by the customer
Incorrect Addresses
Customers are responsible for providing accurate shipping information.
- Orders shipped to incorrect addresses provided by the customer are not eligible for refund
- Additional shipping charges may apply for reshipment
Local Pickup / In-Person Sales
For in-person purchases, all sales — especially live animals — are considered final once the item leaves our table or booth.to refunds and returns.