Cancellation & Return Policy
100% Live Arrival Guarantee:
We guarantee that your reptile will arrive alive and in good health. In the rare event that your reptile does not survive transit, please notify us immediately upon arrival. We will arrange for a replacement, minus shipping costs, or issue a full refund.
We stand behind the health of our reptiles. We offer a 7-day health guarantee on all purchases. If your reptile shows signs of illness within the first 7 days after purchase, please contact us immediately. We will work with you to address any health concerns and provide appropriate guidance or refunds as necessary. Failure to notify us within this timeframe may void the health guarantee.
7-Day Health Guarantee:
We strive to provide our customers with healthy and thriving tortoises and turtles. If you encounter any issues with your reptile, we offer a comprehensive return policy for your peace of mind. Returns on live animals will only be granted if your tortoise or turtle arrives with signs of illness within the first SEVEN (7) days OR in the rare occurrence that they do not survive transit.
Return Policy:
To be eligible for a return under our return policy, the following conditions must be met:
Notification within 7 Days: You must notify us of any health concerns or issues with your reptile within 7 days of receiving your order. Failure to notify us within this timeframe may void the health guarantee.
Proof of Purchase: You must provide proof of purchase, such as your order confirmation or receipt, when requesting a return.
Evidence of Health Issues: If claiming the 7-day health guarantee, you may be required to provide evidence of any health issues, such as photographs or a veterinarian's assessment.
Proper Care: The reptile must have been properly cared for according to our care guidelines. Failure to provide appropriate housing, nutrition, and environmental conditions may void the return policy. You will be asked to provide proof of the correct habitat with photos (including photos of the habitat, the heating element, UV light, proper substrate, and food/water access). It is important to verify proper care when replacing the animal.
Eligibility for Returns:
Exceptions to the Live Arrival Guarantee:
Failure to ensure a member of the buyer's household is present to sign for the package upon its initial delivery attempt (FedEx provides a time of delivery stamp).
Shipping delays caused by carrier mishandling.
Extreme temperatures at the shipping hub or destination, specifically below 32°F or above 99°F for live animals.
Animals designated for pickup at a FedEx location must be retrieved by the customer on the same day as arrival. (Photo ID must be provided, matching the name used for shipping).
Shipping delays resulting from rerouting due to an inaccurate delivery address entered during checkout.
Any requests related to the Live Arrival Guarantee must be made within 30 minutes of the package being dropped off by FedEx or within 30 minutes of the package being picked up at the hub if the Hold For Pickup option was selected.
If your reptile meets the eligibility criteria for a return, we will provide instructions on how to return the reptile to us safely. All returns must be shipped back to us at the customer's expense.
Once your return has been approved, our customer service team will contact you with instructions for the transfer of funds. All returns will be made to your original payment form, EXCEPT in the instance of cash exchanged at an expo or live show.
If cash was exchanged at the time of sale, we will offer the option of sending a money order. Any fees will be deducted from your total refund amount. If for some reason your money order is not received (either stolen or lost) you must notify us immediately so we can cancel the money order and report it as lost or stolen. We will need 30 days to process the changes and return your money. Once the funds have been returned to our account, we will issue an electronic return via PayPal. If you do not have a PayPal account, you will need to create one.
Return Process:
Dry goods may be returned within 30 days of delivery. If more than 30 days have passed since the delivery date, we cannot offer a refund or exchange.
To qualify for a return, your dry goods must be unused and in the same condition as when you received them. They must also be in their original packaging.
For eligible returns of dry goods, we will require your order number. Once your return is approved, you will receive a return label along with instructions on which shipping carrier to use to return the package.
The buyer is responsible for return shipping costs unless the dry goods are found to be defective. In the case of non-defective returns, a 20% restocking fee will apply, and this fee along with return label costs will be deducted from the refund.
Dry Goods Return Policy:
If you wish to cancel your order before it has been shipped, please contact us as soon as possible. We will do our best to accommodate your request. However, once an order has been shipped, it cannot be canceled, and our standard return policy will apply.
Cancellation Policy:
If you have any questions or concerns regarding our return and cancellation policy, please don't hesitate to contact us. Our customer service team is here to assist you. Please note that the time it takes for your return to reach us may vary depending on your location. We cannot guarantee the receipt of your returned item and are not liable for any lost returns.
