Any deposits made to hold a specific animal are non-refundable.SHIPPING & HANDLING
For a live arrival guarantee on animal orders, you must tell us to "hold package at Fed Ex hub" under the "comments section" of your order. You will need provide us with your hub address, either in the comments section or in the shipping address. Then that is where you will go to pick up your animal. We do this for the safety of the animal. So it can be kept in a temperature controlled environment.
All our animals are shipped in styrofoam coolers. We add 40 hour heat packs for winter shipping and cool packs in the summer, when necessary. We are a certified reptile shipper with FedEx. We ship all reptiles priority overnight for a flat rate of $55 (for packages under two pounds) across the U.S.. Shipping fee also includes packaging materials.
Upon receiving the package, if the animal is D.O.A (Dead On Arrival) you must contact us (by phone or email) within 1 hour of arrival or our guarantee is void. If we do not answer the phone then send us an email. You will also need to provide proof of death by providing us with the animal or specific photos of it that we will require. After providing the animal or photos and it has been determined that it is indeed our animal that we shipped to you. Then you shall receive store credit. There are no cash refunds.
The store credit will be the purchase price of the animal and only the animal. We do not refund for shipping.
We ship year round Monday through Thursday.
If you receive a broken or defective product or a fulfillment error, we can replace the item. Damaged items or mis-shipped items must be reported as soon as you receive the product and returned within 7 days of delivery (overseas customers have 14 days due to customs). After contacting us, we will send you a shipping return label to send the product back to us. After we receive the product back, we will send you out a replacement right away.