Refund & Returns
Last updated: May 2026 · Effective immediately
30-day satisfaction guarantee. If you're not happy with your purchase for any reason, contact us within 30 days of delivery and we'll make it right.
1 Eligibility
To be eligible for a return, your item must meet the following conditions:
- Returned within 30 days of the delivery date
- Unused, undamaged, and in original packaging
- All original tags and accessories included
- Not a final-sale or clearance item
Items that have been used, opened (for consumables), or are missing original packaging are not eligible for a standard return. See Section 4 for defective or damaged items — different rules apply.
2 How to Start a Return
Email us at support@scalecrate.shop with your order number and a brief description of why you're returning. We'll respond within 1–2 business days with return instructions and a shipping address.
Do not send items back without contacting us first — unannounced returns cannot be processed and may be refused.
3 Return Shipping
For standard returns (changed your mind, ordered the wrong item), the customer is responsible for return shipping costs. We recommend using a trackable shipping method — we can't guarantee refunds for items lost in transit without proof of shipment.
We do not provide prepaid return labels for standard returns.
4 Defective or Damaged Items
Received something broken or defective? We cover return shipping — no questions asked. Email us a photo of the damage and we'll send a prepaid label immediately.
Defective or damaged items are eligible for:
- Full refund to original payment method
- Replacement item shipped at no charge
- Store credit if you prefer
Please report damage within 7 days of delivery so we can file a claim with the carrier or supplier.
5 Refund Processing
Once we receive your return and verify it meets the conditions above, your refund will be issued within 5–7 business days. Refunds go back to the original payment method.
Dropship note: ScaleCrate uses a dropship fulfillment model. Items ship directly from our supplier network, which means processing times after we receive your return can occasionally extend to 7–10 business days during peak periods. We'll always notify you by email when your refund has been issued.
Credit card processing times vary by bank and are outside our control — allow an additional 3–5 business days for funds to appear on your statement after we issue the refund.
6 Non-Returnable Items
The following are not eligible for return:
- Opened consumables (food, supplements, vitamin powders)
- Live animals or live cultures (isopods, springtails)
- Custom or personalized orders
- Final-sale items marked as non-returnable at purchase
- Items returned more than 30 days after delivery
7 Exchanges
We don't process direct exchanges. If you need a different size, color, or item, return the original for a refund and place a new order. This gets your replacement to you faster.