Return policy

Return Policy

All items sold on the Fantasyshelter e-commerce platform are guaranteed new and undamaged (excluding all products sold as used). When purchasing used items please read the entire description of the product so you are aware of its history and condition.

If you have any problem with an item you have received it is IMPERATIVE that you contact our customer service within 7 days of having received said item. Contact customer service at:

After having received a confirmation e-mail from Fantasyshelter you will have 7 days to return your item. It can happen that an item may seem defective due to improper use or improper manipulation by the end user. It will be our pleasure to communicate with you and guide you through the proper use of your item to avoid needlessly returning an item.

A return address will be provided by Fantasyshelter. Returns must be shipped at your expense, with a copy of the bill and the reason for the return inside the box.

If you have purchased an item meant for reptiles only you may bring it back yourself to the shelter's store, Le Terrarium ,155 des chênes ouest, #6,  Québec, G1L 1K6 (QC) to avoid return shipping fees. For all other items contact us, as stated above, at: as stated above.

We will only accept returns of defective items. We reserve the right to accept or refuse returns based on the criteria previously mentioned. If a return is accepted we commit to exchange, repair or refund the item as needed. Please note that no refund may be given at a physical location and must be done through Fantasyshelter at: