Supply shipping and returns
Supply FAQs
Where do supplies ship?
To residential and business street addresses in the contiguous U.S. Alaska, Hawaii, U.S. territories, PO boxes, hotels, military addresses, and international destinations are not supported.
Can I buy supplies and live animals together?
You can browse both in one visit, but they use separate carts. Supplies ship; animals and feeders need a locally arranged appointment.
Can my order arrive in separate packages?
Yes. Some products ship from a fulfillment partner. Each tracking number is emailed when added and stays on your order page.
When will I receive my order?
After payment, I submit the order for fulfillment. Delivery timing depends on the fulfillment partner and shipping service. If you need something by a particular date, ask before ordering so I can check. The 30-day delay/refund protection below is not an estimated processing time.
Can I cancel before shipment?
Contact support promptly. Unshipped orders can be canceled for a full refund. Once a carrier has the package, cancellation is unavailable and the return policy applies after delivery.
Are carrier delays refundable?
No. Once a package has shipped, carrier transit delays alone do not qualify for a refund. Contact the carrier first if tracking shows delivered but the package is missing, or if tracking stops updating.
How do returns work?
Request approval before sending anything back. Change-of-mind returns must be unopened and in resalable condition, handed to a carrier with tracking within 7 days of approval, and returned within 30 days of delivery. The customer pays return shipping and original shipping is not refunded.
What if an item is damaged, missing, or incorrect?
Report it within 24 hours of the carrier marking the package delivered. Keep all packaging and send an unedited opening video whenever possible, showing the unopened package, label, opening, and item. Approved claims may receive a replacement or refund.
Where is my tracking number?
Open the private order link in your confirmation email, or Supply orders if you purchased while signed in. Tracking appears there and is emailed when available. Check the carrier’s page for delivery progress.
Updated September 24, 2026
Shipping and delivery timing
Supply shipping and handling is calculated for the combined cart before payment, including a $2.50 handling charge once per order. Shipping is available only to residential or business street addresses in the contiguous U.S. Shipping is not available to Alaska, Hawaii, U.S. territories, PO boxes, hotels, military addresses, or international destinations. Live rodents and reptiles are not shipped.
After payment, I submit the order for fulfillment. A fulfillment partner may ship one or more packages. Delivery estimates are not guaranteed. Once the carrier has a package, carrier transit delays alone do not qualify for a refund. If tracking shows delivered but the package is missing, or stops updating, contact the carrier first and then contact Blackout Exotics with the carrier case details if you need further help.
If an item is unavailable or cannot ship within 30 days, I will contact you with a choice: a full refund for the unshipped item, or a substitute you approve. If an approved substitute costs more, you pay only the difference; if it costs less, I refund the difference.
Cancellations, returns, and refused packages
Contact support promptly to cancel an unshipped order for a full refund. Once a carrier has the package, cancellation is unavailable; the return process applies after delivery.
Change-of-mind returns require approval before shipping anything back. To qualify, the supply item must be unopened, unused, and in resalable condition, returned within 30 days of delivery, and handed to a carrier with tracking within 7 calendar days after approval. The customer pays return shipping. Original shipping and handling are nonrefundable. Refunds are issued after the return is received and inspected. Do not mail returns to the business mailing address unless instructed.
A refused package or an incorrect/incomplete address supplied by the customer may require the customer to pay any reshipment cost. Repeated refusals, fraudulent claims, abusive behavior, or attempts to access another customer's records may result in order or account restrictions.
Damaged, defective, missing, or incorrect items
Report these issues within 24 hours after carrier tracking marks the package delivered. Keep the item, box, label, and all packaging until the claim is resolved. For the fastest review, send one unedited opening video recorded before opening the package. It should show the unopened package, shipping label, all sides of the packaging, the opening, and the item inside. If a video is unavailable, contact support promptly with photos and an explanation; the available evidence is reviewed case by case.
Blackout Exotics may request more information before deciding a claim. For a confirmed issue, I may offer a replacement, full refund, or partial refund for the affected item(s). Opened or used items are not returnable merely because the customer changed their mind. Manufacturer-warranty questions should start with Blackout Exotics so I can help determine the next step.
Refund timing and legal rights
Approved refunds are submitted to the original Stripe payment method within 3–5 business days. Your bank or card issuer may take additional time to post the credit. These terms do not limit rights or remedies required by applicable law.
The live-animal final-sale policy does not apply to supplies.