Refund Policy
Last updated: January 2026
Live Animals
Due to the nature of live animals, we cannot accept returns. However, we offer a Live Arrival Guarantee. If your animal does not arrive alive and healthy, please contact us within 2 hours of delivery with clear photos of the animal and shipping box.
Enclosures
Standard enclosures (non-custom) may be returned within 14 days of receipt if:
- Item is unused and in original packaging
- You contact us first to arrange the return
- You cover return shipping costs
Custom enclosures are made to order and are non-refundable.
Merchandise
Merchandise may be returned or exchanged within 30 days if unworn and in original condition with tags attached.
Deposits
- Wait List Deposits ($200): Fully refundable at any time
- Custom Enclosure Deposits ($50): Non-refundable, applied to final order
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours with photos. We will arrange for a replacement or refund at our expense.
How to Request a Refund
To request a refund, please contact us at support@getgogecko.com with your order number and reason for the refund. We will respond within 1-2 business days.