Refund policy

We want your marimo to arrive alive and stay that way. If anything goes wrong, email ops@alltimelab.com with your order number and we'll fix it.

1. Cancellations

Before your order ships: you can cancel at any time and get a full refund. Just email us your order number.

After your order has shipped: we can't cancel it, because it's already with the carrier. You can still return it once it arrives, under section 2.

2. 30-Day Returns

You have 30 days from the delivery date to request a return. Items must be unused, alive, and in their original packaging with all parts included.

3. Damaged, Dead on Arrival, or Wrong Item

Email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We send a replacement right away, and you don't need to send the original back. If a replacement isn't available, we refund you in full, shipping included.

4. Lost or Stuck in Transit

If tracking hasn't moved for 15 days, or shows delivered but nothing arrived, send us a screenshot of the tracking. We'll ship a replacement or refund you in full. You don't pay for a lost parcel.

5. Change of Mind

Email us first and wait for our return address. Don't ship anything back before we confirm.

Return shipping is paid by you, and the original shipping charge is not refundable.

Items must come back alive, unused, and in the original packaging. If a marimo dies on the way back because it was packed poorly, we can't refund it.

Please use a tracked service. We can't refund a return that never reaches us.

6. What We Can't Take Back

Personalized or custom items, such as custom lids, engraved names, and made-to-order terrariums. Gift cards. Orders reported more than 30 days after delivery.

7. Refunds

Once your return arrives and we've checked it, we'll email you. If it's approved, we refund to your original payment method within 5 business days. Your bank may take another 5 to 10 business days to show it.

8. Exchanges

The fastest way is to return the item for a refund and place a new order. If the mistake was ours, we ship the correct item right away.

9. EU and UK Customers

If you're in the EU or the UK, you have 14 days from delivery to cancel for any reason. The same condition rules apply, and return shipping is yours unless the item was faulty.

10. Contact

ops@alltimelab.com. We usually reply within one business day.