Unused and unopened CurioDen products can be returned within 30 days of delivery for a refund. Damaged, defective, or incorrectly shipped items are replaced or refunded at no cost. This policy applies to retail orders and, with the bulk-order additions below, to wholesale accounts. Digital products are not returnable once accessed.
What can be returned
- Kits and accessories in their original packaging, unused and with all parts present.
- Items returned within 30 calendar days of the delivery date shown by the carrier.
- Defective or damaged items, which we handle under the damaged-goods process below regardless of the 30-day window.
What cannot be returned
- Opened gel packs, opened sand packs, and any habitat that has been filled or used.
- Digital products, including the downloadable teacher guide, once the download has been accessed.
- Custom, private-label, or made-to-order items, except for manufacturing defects.
- Clearance items and gift cards.
- Live insects or colonies obtained from a third party. CurioDen does not sell or ship live ants, so live goods are never part of a CurioDen return.
How to start a return
- Email within 30 days of delivery with your order number and the reason for the return.
- Include photographs of the item and the packaging if the reason is damage or a defect. Photographs are not required for a change-of-mind return.
- We reply within two business days with a return authorization and the return address. Please do not ship an item back before you have the authorization, because unlabelled returns are difficult to match to an order.
- Pack the item in its original carton if possible, include the packing slip, and ship it within 10 days of receiving the authorization.
Refund timing
We inspect returns within three business days of arrival and send a confirmation email. Approved refunds are issued to the original payment method within five to ten business days after approval; your bank or card issuer may take additional time to post it. Original shipping charges are refunded only when the return is the result of our error, a defect, or shipping damage.
Damaged, defective, or wrong item
Report it within seven days of delivery with photographs of the carton, the packing slip, and the affected part. We ship a replacement or issue a full refund, including freight, and we do not require the damaged item to be returned. You do not need to keep the original packaging, though a photograph of it helps us file a carrier claim.
Wholesale and bulk returns
Non-defective wholesale returns require prior authorization and are subject to a 15% restocking fee to cover inspection and repacking. Returns are accepted within 30 days of delivery and only in full carton quantities with the original case packaging. Custom and private-label runs are non-returnable except for manufacturing defects. Defective units are replaced at our cost, and freight for a return caused by our error is covered by us.
Exchanges
If you ordered the wrong SKU, the fastest route is a return and a new order rather than a direct exchange, because it gets the replacement into the mail immediately. If the item is unopened and within 30 days, we can also process an exchange for a different size in the same product line — ask for the exchange option when you write.
Cancellations
Orders can be cancelled before they enter processing, which is typically within a few hours of being placed during business hours. Once a shipment has a tracking number, cancellation becomes a return. Wholesale orders can be cancelled before production starts without charge; after materials are cut or packaging is printed, a cancellation may carry the cost of materials already committed.
Chargebacks and disputes
If something went wrong, email us first. Most issues are resolved within two business days, which is faster than a card dispute and keeps your account in good standing. If you have already opened a dispute, we will still respond through the card network and provide the order and delivery records.
Questions
Returns questions go to . Shipping timing and damaged-shipment handling are described on the shipping and delivery page. Age suitability and what is included in each kit are covered in the FAQ.