Refund policy

This policy outlines the conditions under which returns, refunds, replacements, or store credit may be issued for purchases made from The Macrocosm. Placing an order indicates agreement with the terms described below.

 

Live Animals (Live Invertebrates)

Due to the nature of live animals, returns are not accepted on live invertebrates.

Live Arrival Guarantee

Live arrival is guaranteed on all orders that are approved for shipment and released to the carrier, subject to the conditions outlined in the Shipping Policy and the DOA Assessment & Recovery Procedure.

Live cultures may appear temporarily inactive upon arrival due to CO₂ buildup during transit. Buyers are required to:

  • Allow a minimum 24-hour recovery period after delivery
  • Follow all recovery and venting instructions
  • Review the DOA Assessment & Recovery Procedure before assessing condition

Reporting a DOA

A culture may only be considered DOA if no activity is observed after the full recovery period and proper procedures have been followed.

To be eligible for resolution:

  • Documentation must be submitted after the 24-hour recovery period
  • Photos or video must be clear, non-blurry, and taken with flash
  • Documentation must accurately reflect the condition of the culture after recovery attempts

Reports submitted before the required recovery period will not be considered.

Resolution for Confirmed DOA

If a DOA is confirmed after all requirements are met:

  • A replacement will be issued if weather and shipping conditions permit safe reshipment, or
  • The order will be cancelled and refunded if reshipment is not safely possible

The method of resolution is determined case by case, with animal welfare as the top priority.

Exclusions

The live arrival guarantee does not apply to issues resulting from:

  • Failure to follow recovery or care instructions
  • Failure to comply with required signature or hold-for-pickup instructions
  • Delayed pickup or unattended delivery
  • Incorrect or incomplete shipping addresses
  • Orders placed outside stated temperature guidelines
  • Buyer-selected shipping methods that increase risk

 

Physical (Non-Living) Products

This section applies to artwork, prints, stickers, pins, and other non-living items.

Returns

  • Returns may be accepted on physical products within 14 days of delivery
  • Items must be returned in original condition
  • Buyers are responsible for return shipping costs unless the item arrived damaged or incorrect

 

General

This section applies to all items.

Damaged or Incorrect Items

If a physical product arrives damaged or incorrect:

  • Please contact us promptly with photos of the item and packaging
  • A replacement or refund will be issued once the issue is verified

Wholesale Orders

Wholesale orders are handled case by case and may be subject to different terms. Unless otherwise agreed upon in writing, wholesale orders are considered final.

Carrier Issues

Loss in transit, carrier damage, or carrier-related delays are covered on approved shipments. Resolution may include replacement, store credit, or refund, depending on the circumstances.

Contact

If you have questions regarding returns, refunds, or eligibility, please contact us by submitting a form here.

We’re always happy to help clarify policies before an order is placed!