Overview
By placing a deposit or purchasing an animal or product, you agree to all the terms outlined below.
Live Arrival Guarantee
Live arrival is guaranteed except in the following circumstances:
– After a failed delivery attempt (delivery attempted but no one answered the door to receive the package).
– A package is at a delivery hub for over an hour.
In the event of a DOA (dead on arrival) outside of the circumstances above, you must contact us within one hour of receiving the animal and send a photo. We will then refund 100% of your purchase and shipping cost.
DOA’s due to shipping delays will be dealt with on a case-by-case basis but generally, a full refund of the animal will be issued.
Health and Sex
We monitor the health of our animals very closely. If anything is off with an animal, we will not ship until we can guarantee its health. If you receive an animal and it is not acting normal or something seems off, please contact us. We are happy to assess and assist in the care of the reptiles even after you receive them. We may ask questions regarding setup and husbandry to verify their care and rule out issues in that area.
- Remember: We were all new reptile owners once! Learning is a part of caring for our animals. Make sure to do your research before purchasing an animal. If their set up or care isn’t correct for them, we may give you suggestions on how to improve their care and quality of life. We are happy to help in any way we can.
We do our best to sex each of our reptiles. If an animal is temperature sexed (will say TSM for male or TSF for female), we cannot guarantee that it is 100% accurate. We check the sex to verify frequently and once a sex becomes obvious, we will update the listing to reflect it. If an animal you receive is not the sex that is listed (unless it was temperature sexed), please message us so we can resolve this issue.
While we know the morph of all of our animals, colors and patterns can change with age. Anything that says “x% het” means there is that percent chance of it carrying that gene and does not guarantee it will carry that gene. For example, an animal that is 66% het Tremper Albino has a 66% chance of carrying Tremper Albino, but it is not guaranteed.
Shipping
We charge a flat-rate of $50 for live animal shipping (priority overnight) and a flat rate of $10 for product shipping (ground). Live animals MUST be shipped priority overnight.
We ship live animals Monday – Wednesday through ShipYourReptiles to ensure weekday arrival. For example, if you order on a Monday, your animal will ship Tuesday, and you will receive your animal Wednesday. If you order an animal on Thursday – Sunday, your animal will ship the following Monday unless otherwise discussed. They are shipped only priority overnight through fed-ex. We will only ship animals when the weather is safe for animal transport (between 40-90 degrees Fahrenheit) in all locations that the animal will be traveling. Home delivery is available. However, in the event of unsafe weather conditions (close to 40 or close to 90), fed-ex hub pick-up will be required. The buyer must pick up the animal and confirm receipt within one hour of delivery.
If storms or adverse weather are expected in the locations an animal will be traveling, we will not ship and contact you to find another day to ship your animal.
While unlikely, it is possible for some reptiles to drop their tail in shipping. We are not responsible for these occurrences.
Products and supplies will be shipped ground through fed-ex and will generally be shipped out within 3 business days of placing your order. In the case of a large number of orders, shipping may be delayed as most of our products are made-to-order.
We currently only ship to the continental US but hope to expand in the near future.
Deposits
We accept 25% non-refundable deposits to hold an animal for 30 days. After a deposit is placed, the price of the animal will not change. Any deposit you make will go towards the total cost of the animal. If no purchase is made or no additional 25% deposit is placed after 30 days, you forfeit the animal and the deposit.
We do not accept deposits on supplies and other products.
Refunds
Refunds of live animals are given on a case-by-case basis.
Product refunds will be issued for damaged or returned products (shipping price not included).
Late or missing refunds
Refunds may take a few days to show in your account. If you don’t see it within 7 days, contact your bank. If there is still an issue, send us a message and we can verify we sent it to you.
Exchanges
Products that accept exchanges will have a note in their description.
Live animals are non-exchangeable unless a DOA occurs and an exchange is offered. If we offer an exchange of an animal and you choose a more expensive animal, you are responsible to pay the difference in price. If you choose a less expensive animal, you may keep it as store credit for a future purchase or we can refund it to you.
Need help?
Please contact us at [email protected] or click the “Contact” tab at the top of the page if you have any questions.