Returns & Refunds
If you need to return or exchange any items or need help with a refund, we would love to help!
If you are wanting to return or replace any unused item(s) within 30 days of your delivery date, we are happy to help!
Returns just got so much easier with our new online returns portal! To begin processing your return or exchange click HERE! You can choose to Shop Now, Exchange, Return, or receive store credit.
You will not have to pay for the return label, but for returns, you will be refunded minus the cost of the original shipping label.
Return exclusions: Used items, such as scratched challenges, torn perforations, photos taken, film inserted, writing in books, etc. International orders. The Adventure Box Subscription, TAG, Gift Cards, and Film.
We hope that this is not the case for you, but if your order arrives damaged or you are having an issue with your product, please see the “Damaged or Defective Goods” section below.
Please note: Packages shipped with a different shipping label than the one provided may not receive a refund or the refund may be delayed.
To get your package ready:
1. Start your return or exchange HERE.
2. Print your shipping label.
3. Attach the label to the reusable mailer from your original order, or to any other shipping mailer of your choice.
4. Drop off your package at the carrier listed on your return label.
Please note: Packages shipped with a different shipping label than the one provided may not receive a refund or the refund may be delayed. See the Return Policy for return exclusions.
If your item is eligible for a return, we would love to help you get an exchange started and the product in your hands!
Click HERE to begin the exchange process!
You can choose between two exchange options:
1. A standard exchange option where your new item will ship out to you as soon as your return tracking label shows that the item is in transit back to our fulfillment center.
2. If you are needing your exchanged item immediately or want to ensure the product is still in stock, you can proceed with an Instant Exchange. With this format, you can opt-in to get your new item right away.
If the item you are exchanging for is not the same price as the new item, you will either get a refund or be required to pay the difference between your original product and the one you are hoping to exchange.
We cannot guarantee edits or order cancellations because your order will be sent to our warehouse shortly after you place your order.
Please click the Live Chat button for the quickest and most efficient way to request an edit to your order.
If we are able to cancel your order we will send you a confirmation email of your refund.
If we are unable to cancel or edit your order we can help you with the next steps for a return or exchange (for domestic US orders).
Please note: Used items, International orders, gift cards, and subscription items are final sale. To cancel future subscriptions please login to your account HERE.
If you are in need of a refund, please click the Live Chat button and follow the appropriate prompts. This is the most efficient way for our agents to get all the information up front and help you as quickly as possible.
We are only able to refund the original payment method that is on file from your order.
All refund recipients will receive an email confirmation for their records.
If you need a refund for a promo code, you can only use one promo code can be used per order, we cannot backdate promotions that have already expired, we cannot refund for a promo code without the promo code title, the code must be active at the date of your order.
Refunds can take up to 10 business days to process and will be submitted back to your original method of payment.
You'll receive a notification via email once your refund has been submitted.
For defective/damaged products, contact us with a photo of the damage and our Customer Experience Team will help you with the next steps.
Please note, discount codes cannot apply to subscription products (The Adventure Box and TAG), so if you have a percent off percentage we will refund the order, minus those products. Free shipping promotions are not applicable for international or express shipping. Defective claims must be filed within 2 years of purchase. Damage due to shipping must be claimed within 30 days of delivery.
Did you know, in Switzerland, it’s illegal to own a single guinea pig? This law was created as guinea pigs are social animals and it’s considered abuse if they are left alone without any fellow furry friends.
Click our Live Chat button for answers to your questions and connection to our support representatives!