Because many Crawam products are custom-built or made to order, returns and refunds are handled differently from standard retail products.

Please read this policy before placing or confirming a custom order.

Custom Orders

Custom reptile enclosures, custom-size builds, acrylic enclosure customization, PVC builds, hybrid enclosures, and special project requests may not be eligible for return once production has started or the order has been confirmed.

Custom orders are made based on customer-provided details such as size, material, layout, and project requirements.

Before Production

If you need to change or cancel a custom request, please contact us as soon as possible.

If production has not started, we may be able to update or cancel the order depending on the project status.

After Production Starts

Once a custom order enters production, cancellation may not be possible.

If a cancellation is approved after work has started, material, labor, design, processing, or transaction costs may be deducted from any refund.

Standard Items

If Crawam offers ready-made or non-custom items, return eligibility may depend on item condition, packaging, and return request timing.

Items must be unused, unassembled, and returned in original packaging unless otherwise approved.

Return Shipping

Unless the return is caused by an approved product issue, customers may be responsible for return shipping costs.

Large, fragile, or freight items may have special return requirements and may not be eligible for standard parcel return.

Damaged Items

If your order arrives damaged, please refer to our Damage & Replacement Policy.

Do not return damaged items without contacting us first.

Refund Timing

If a refund is approved, it will be processed back to the original payment method. Processing time may vary depending on your bank or payment provider.