Refund policy

Returns & Exchanges Policy – Indoor Biosphere

I want you to be happy with what you receive from me, and I also have to protect the health and safety of the live organisms I work with. Please read this policy carefully before placing your order.

🪴 Live Items (Plants, Isopods & Springtails)

  • Plants, isopods, and springtails are non-returnable and non-exchangeable.
    For biosecurity and contamination reasons, I cannot accept any live items back once they leave my care.

  • Live Arrival Guarantee:
    All live items are guaranteed to arrive alive. If your plants, isopods, or springtails arrive in poor condition or DOA (dead on arrival), please contact me within 24 hours of delivery with:

    • Your order number

    • Clear photos of the packaging and the item(s) in question

    Depending on the situation, I will offer:

    • A replacement of the affected item(s), or

    • A store credit for the value of the affected item(s)

    I do not offer cash refunds on live items, but I will always work with you to make it right within the terms of the live arrival guarantee.

Important: Please make sure your shipping address is correct and that someone can receive the package promptly. I can’t guarantee live arrival if a package is left outside for extended periods or delayed because of an incorrect address or missed delivery attempts.

📦 Non-Live Items (Supplies, Hardscape, Substrates, Accessories)

For non-live products (cork bark, hardscape, dry substrate mixes, decor, etc.):

  • You may request a return or exchange within 14 days of delivery, as long as the item:

    • Is unused

    • Is in its original packaging

    • Is in resellable condition

  • Buyer is responsible for return shipping, unless I clearly made an error (wrong item sent, significant damage, etc.).

Once I receive and inspect the returned item, I will:

  • Approve a refund to your original payment method, or

  • Offer store credit if you prefer

Shipping costs are generally non-refundable unless the return is due to my mistake.

🚚 Damaged or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect (live or non-live):

  1. Contact me within 24 hours for live items and within 7 days for non-live items.

  2. Include:

    • Your order number

    • Photos of the box, packing materials, and item(s)

I’ll review everything and work with you on a replacement, store credit, or partial refund, depending on the situation.

❌ Non-Returnable Items (Summary)

  • Live plants

  • Isopods

  • Springtails

  • Any item that has been opened, used, or altered by the customer

  • Clearance/marked-down “as-is” items (if noted in the product description)

If you’re ever unsure whether something qualifies for a return, exchange, or live arrival claim, just reach out to me. My goal is to be fair, transparent, and to keep both you and the little ecosystems we’re building together happy and healthy.

You have my personal email: paulbell65@comcast.net