Refunds & Replacements Policy
At RodentExpress, we understand how important it is that your frozen feeders arrive in perfect condition. While we do not accept returns on perishable goods, we stand by the quality of our products and packaging. If your order is damaged, incomplete, or defrosted upon arrival, we offer a clear and fair refund and replacement process.
Damaged or Defrosted Orders
If your order arrives with visible damage to the packaging, or if the rodents have defrosted during transit, please contact us within 24 hours of delivery. We ask that you take clear photographs of both the outer packaging and the contents so we can assess the issue accurately. In most cases, we will offer either a full refund, a replacement shipment, or store credit depending on the extent of the issue and your preference.
Incorrect or Incomplete Orders
In the rare event that your delivery contains the wrong product or is missing items, please notify us as soon as possible. We will verify your claim and promptly resolve the issue by either shipping the correct product at no additional charge or issuing a refund for the missing items. Accuracy is very important to us, and we strive to ensure every order is packed carefully and correctly.
How to Request a Refund or Replacement
To begin the refund or replacement process, please reach out via our contact us page within 24 hours of receiving your delivery. Be sure to include:
Your full name and order number
A brief description of the issue
Photographic evidence of any damage, thawing, or errors
We aim to respond to all refund and replacement enquiries within 1–2 business days. Resolutions are handled promptly and fairly to maintain your confidence and satisfaction.
Time Limits & Eligibility
Refund or replacement requests submitted more than 24 hours after delivery may not be eligible, especially for issues related to defrosting or storage, which are time-sensitive. We cannot offer refunds due to missed deliveries unless the error was caused by our courier or dispatch process.
By offering a transparent and responsive refund policy, we aim to ensure all Rodent Express customers receive the highest-quality frozen ASF rats with confidence in our service and support.