General Return Policy
If you have any questions or concerns with your order, please let us know so that we can find the best solution for you. Please find instructions for common scenarios below.
Cancel an Item or Order:
Please send an email to service@eartheasy.com with your order number and the items you would like to cancel. If your order hasn't shipped yet, our team will cancel and refund the items for you. If your order has shipped out from our warehouse, please see below for “Change of Mind Return”.
Damaged or Defective Item:
We are so sorry if you received a damaged/defective product! Please send an email to service@eartheasy.com with your order number, photos showing the damage or an explanation of what is defective, and any other important details to help us find a resolution.
Missing an Item:
If your order has multiple products, it may come in separate boxes or shipments. We will load your tracking information as soon as it is available with your master tracking number. If items ship from different locations, you may receive two or more tracking numbers. You should be able to see all of the individual tracking numbers in your shipment on the courier's website. Occasionally shipments with multiple boxes become separated and will arrive on different days.
If you are still missing an item after checking the tracking, please email service@eartheasy.com with your order number and what item is missing! We’ll do our best to track it down or send a replacement.
Received the Wrong Item:
Whoops! Did you not receive the correct item you ordered? Please send an email to service@eartheasy.com with your order number, the item you received, and the correct item you need shipped to you. Please note unauthorized returns may not be processed if we cannot associate it with an RMA#.
Change of Mind Return:
1. Returns can be made within 30 days of receipt and you will be responsible for shipping the items back to Eartheasy
2. Please contact us so that a representative can authorize your return, send your RMA# and return instructions
3. We may not be able to refund a return that we cannot associate with an RMA#.
4. Once our warehouse confirms your return, we will issue you a refund to the credit card/account it was purchased from
If you are unsatisfied with a product at any time, please contact us and we will work through our best resolution
All returned merchandise must be untampered with and in resalable condition in the original manufacturer’s labelled packaging. You will be responsible for the return of the product back to our warehouse.
In some cases, particularly for large and heavy items, your return may be subject to a restocking fee. In addition, there are some products that unfortunately cannot be returned. Due to health regulations, opened bedding and towels cannot be returned. Living products such as the terrariums also cannot be returned, but they are guaranteed to arrive healthy!
Please reach out to our Customer Service Team before placing your order if you have any questions or need clarification for a product.