We include a verified invoice in your order where we mention if any items not included due to unavailability. We also write the total weight of the parcel on the shipping label after sealing. In case of any discrepancies, you are required to share the photos of invoice, shipping label and any other needed information to amend.

missed or incorrect item: in case of missed/incorrect product(s) please contact us through email/dm with the photos of invoice and shipping label. Refund will be issued within 3-4 business days if we find the claim valid. Our repeated customers usually prefer the item instead of refund, so if you prefer a replacement, Fresh bag of that item will be sent along with your next purchase. Without the invoice and shipping label, we will not be able to help with the claim. If you claim for any missed item(s) though the invoice says it’s included, you need to send us a proper unpacking video to claim a refund/replacement.

Broken product: We always insulate treats/fragile orders with double/triple padding, we don't refund if it is mishandled during transit and arrive broken. You can always upgrade to a boxed parcel to reduce/avoid any breakage/damage. 

discrepancy in properties: it is impossible to control the consistency of shape, color, texture, notes and tone of the naturally occurring items we sell. Different batches from different suppliers during different seasons tend to change in properties. We do not issue refund for such discrepancies. Additionally, items we carry tend to change if exposed to different temperature/humidity and it absorb its surrounding scent, so we highly recommend you to air them out in sunlight.  

Expect the unexpected: please be aware our product are naturally occurring, you will find tiny crystals, roots, small pebbles, iron formations, even fossils. We try to make most of the treats in house. Additionally, we outsource treat raw materials and ready made treats to meet the demand. Such treats are made in bulk and often not in a well protocoled facility. in spite of supplier’s assurance on sanitary measures unwanted materials like plastics, metals, fibers, threads, paper, roots, hair, stones, etc, might unfortunately end up in your order. in such situation please share a valid photo and refund (or replacement along with your next order) will be issued. we will not be able to issue a refund without a valid photo.

Parcel returned to seller: once you receive the tracking number, it is your responsibility to track it and be available in the given address on the day of delivery. If you are not available, please call your post office to reschedule delivery or pick it up. It is very important you provide full and correct delivery address. Sometimes your order might return back us due to exceptions like - recipient not found / insufficient address / Postal error etc. In such cases, we will notify you and you can choose it to be resent by paying for re-shipping or get a refund (minus the shipping cost, PayPal Fee if applicable and packing & handling charge 10%) once the parcel is returned back to us.

Parcel lost in transit: rarely Due to poor handling, your parcel might get lost or arrive damaged with item(s) missing. such scenarios are possible especially during holiday or high mail traffic seasons. In such situations where you do not get your order delivered after its accepted by usps, please call your local post office and raise a lost parcel complaint/damaged parcel complaint with usps as all parcels we dispatch are insured. we do not issue refund or resend your order in such cases. 

cancel/change order: You can cancel orders placed after 10 am EST (orders placed before 10 am EST would be processed the same day, so cancellation charges apply for such orders) on the same day of placing without any charges. Cancellation any later, we will deduct 10% of the total order cost plus paypal fee if any from the refund as your order would already be under processing. You can change/add to your order before dispatch notification. Such Changed order might take an extra day to dispatch.

Delays in usps processing or delivery: We notify through email your tracking details immediately after your order is either dropped in drop box or picked up by USPS, a transit point from where we do not have control on the speed of processing or delivery. USPS is often understaffed and delays processing during high mail traffic, so plan your orders accordingly. we are located in east coast so delivery to farther states take longer than other states. your patience is appreciated while we are looking into fixing this problem permanently. 

shows delivered but not delivered: 1. to adhere priority mail timelines usps sometimes skip the gun and updates the status as delivered but actually deliver it the next business day. 2. they mistakenly deliver to your neighbors. 3. delivered correctly but gets stolen. in any of such case it is wise to call your local post office and inquire. we do not issue refund.

Dispute and Review channels: we as a team, work hard to source wide range of novelty items and give you the best products and services at lowest market price. In case of any concerns please email/dm us, we usually reply within next business day and allow us Enough time to resolve. Please use proper channel to raise any concern. We will not deal with any concerns/disputes posted outside our channel. Please remember almost anything can be resolved just by an email/dm.  

refund cycle: we usually issue any kind of refunds on the following Wednesday after the communication.