Refund policy

Returns, Refunds & Event Cancellations

The Reptile Room STL is operated by Tarantula Cribs LLC. This policy explains how refunds work for each type of purchase.

1. In-Store Purchases
All purchases made in person at The Reptile Room, including animals, feeders, supplies, enclosures, and merchandise, follow the Tarantula Cribs Return & Refund Policy.

2. Online Merchandise Orders
Merchandise ordered on this website (apparel, accessories, and branded items) may be returned within 30 days of delivery if unused, in original condition, and in original packaging, with proof of purchase. To start a return, email thereptileroomstl@gmail.com with your order number. Items sent back without an approved return request will not be accepted. Damaged, defective, or incorrect items must be reported within 7 days of delivery with your order number and clear photos. Sale items and gift cards cannot be returned. Approved refunds are issued to your original payment method within 10 business days.

3. Event Cancellation & Rescheduling Policy
All birthday parties, private tours, group experiences, private events, and other reserved events at The Reptile Room are paid in full at the time of booking. Because each reservation holds a specific date and time exclusively for your group and requires us to schedule staff and limit availability to other guests, cancellations and rescheduling are subject to the following policy.

Cancellations

  • 14 or more days before your event: You may cancel for a refund of your event payment, minus a 10% cancellation fee.
  • 7–13 days before your event: Cancellations are eligible for a 50% refund of the event price.
  • Less than 7 days before your event: Payments are non-refundable.
  • Less than 48 hours before your event or no-show: No refunds or credits will be issued.

Rescheduling
We understand that plans change, so whenever possible, we encourage guests to reschedule rather than cancel.

  • 7 or more days before your event: Your reservation may be moved one time to another available date at no additional charge.
  • 48 hours–6 days before your event: Your reservation may be moved one time, subject to availability, with a $50 rescheduling fee.
  • Less than 48 hours before your event: Rescheduling is not guaranteed and will be considered on a case-by-case basis.

All rescheduled events must take place within 90 days of the original event date and are subject to availability. Once an event has been rescheduled, the payment becomes non-refundable.

Add-Ons & Special Orders
Food, supplies, merchandise, custom items, or other event add-ons that have already been purchased, prepared, or ordered specifically for your event are non-refundable regardless of the cancellation date.

Late Arrivals
Reservations begin and end at the scheduled time. Arriving late does not extend your event time, and refunds or credits cannot be provided for time missed due to late arrival.

Illness & Emergencies
We understand that illnesses and unexpected situations happen. When possible, we will work with you to reschedule your event according to the policy above. Exceptions are at the discretion of The Reptile Room and are not guaranteed.

Severe Weather & Closures
If The Reptile Room must close or determines that your event cannot safely take place due to severe weather, a power outage, building issue, emergency, or another circumstance outside of your control, you may reschedule your event or receive a credit for the amount paid. If The Reptile Room remains open and operational but you choose not to attend, our standard cancellation and rescheduling policy applies.

Cancellation by The Reptile Room
If The Reptile Room must cancel your event and we are unable to provide a suitable rescheduling option, you will receive a refund of the amount paid for the canceled event.

By completing your reservation, you acknowledge and agree to The Reptile Room's Event Cancellation & Rescheduling Policy.

Questions
Email thereptileroomstl@gmail.com or call 314-964-9463.