Because all Spooder Haven enclosures and carrier setups are handcrafted and customized, we have clear guidelines to protect both our artisan studio and our valued customers.
1. Transit Damage & Free Replacements
Your satisfaction and peace of mind are guaranteed under our Safe Arrival Guarantee. If your order arrives damaged or cracked during transit, please contact us within 48 hours of carrier delivery with photographic proof. We will send a complimentary replacement at no expense to you.
2. Order Cancellations & Modifications
You may request a full cancellation or modification within 24 hours of placing your order. After 24 hours, our artists begin the manual construction, painting, and preparation phase, and cancellations cannot be accepted.
3. Non-Returnable Items (Biosecurity Safety)
To ensure strict biosecurity and prevent the cross-contamination of pathogens, mold spores, or mites between spider keepers, we cannot accept physical returns of enclosures once delivered and unboxed. If there is any defect in craftsmanship or construction, we will provide a direct resolution or replacement upon review.
4. Lost or Stolen Shipments
All parcels include end-to-end tracking. If tracking shows a package as "Delivered" to your address but you cannot locate it, please check with household members and your local USPS mail carrier. For packages lost in transit before delivery confirmation, we will promptly handle the investigation and send a replacement.