Terms
Term & Conditions
Dry Goods:
In store purchases: Dry goods can be returned within 10 days of purchase with a receipt. Must be unused and in original packaging. If the product is defective, we will replace the product or issue a credit for the purchase price of the product. Must have a receipt.
Shipping purchases: If you receive a broken, defective product, or there is a fulfillment error, we will 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 at our store location, we will send you out a replacement right away.
For unwanted or misordered items, they must be shipped back to us unused and in original packaging. After we receive the item, you will be refunded the cost of the items only.
If your billing + shipping address or billing + shipping customer name provided are different, you will be required to send a photo of you holding your valid state ID next to your face before your package can be shipped.
Live Animal Guarantee:
All animals are quarantined and confirmed healthy before they are put up for sale.
In store: Once a purchased animal leaves our premises, we are no longer responsible for its continued health. There are no animal refunds or exchanges.
Shipping: After it has been confirmed you have received your animal from your FedEx ship center, you are responsible for its continued health.
Any deposits made to hold a specific animal are non-refundable but transferable to any other available animal. Amphibians and lizards can be held with deposit, up to one week. Snakes can be held longer but you will be charged for its feedings until pick up.
Before we release any animal from our facility, we will ask for proof of proper husbandry. Items do not have to be purchased from our store but we will require you to have adequate husbandry items for the animal you will be purchasing. If you are unwilling to meet the requirements or cannot get the enclosure set up between the hold time period for the animal purchased, you will be refunded.
Live Animal Shipping & Handling:
For live arrival guarantee on animal orders, you must pick up at a FedEx Ship Center. We do this for the safety of the animal, so it can be kept in a temperature-controlled environment until picked up. If you cannot find your nearest ship center, we will locate one for you. Under the "comments section" please provide a preferred date of arrival for your order. After your order is processed you will be sent a confirmation email with details about your order. Once the package is shipped, you will receive a tracking number. We ship animals year-round Mondays through Thursdays, depending on weather. With the exception of amphibians and invertebrates, in which case temperatures must be above 30° at night for shipping to be available.
All animals are shipped in Styrofoam insulated boxes. We will add 40-hour heat packs and if needed Cryo/cold Packs dependent on weather and the specific animal's needs. We are a certified animal shipper with FedEx. All animals ship priority overnight. For packages under six pounds shipping is flat rate $65.00. For any larger adult animal such as Iguanas, Snakes, Tortoises, Monitors, and Tegus additional shipping fees will apply. You will be provided with a quote for additional shipping in your order confirmation email.
Do not open animal packages in your vehicle. Or our warranty is void. Please wait until you arrive home to open the package. Do not put your new animal under or on direct heat. As there are temperature regulating elements in the package to ensure the animal stays the correct temperature range for travel. Animals will need to be acclimated slowly to room temperature before being introduced to their new enclosure. Do not place them directly under heat sources in the enclosure, instead place them midway allowing them to self-acclimate to their preferred spot in the enclosure.
Upon receiving the package, if the animal is D.O.A (Dead On Arrival) you must contact us by phone or email immediately. Within 1-3 hours of arrival to your home or our guarantee is void. If receiving an animal during the winter months, please allow the animal time to acclimate at room temperature for at least 30 minutes to 1 hour after arrival. When reptiles and invertebrates get too cool, they may be sluggish or even appear to be dead. Do not put animals under direct heat as this could shock their body. Once they have acclimated to room temperature you may place them into their enclosure.
If your animal is indeed D.O.A. and you cannot reach us by phone, please send us an email via your order confirmation email. Or at [email protected].
Depending on the situation, shipping charge is non-refundable. Store credit will be the purchase price of the animal and only the animal.
We do not ship Iguanas, Tegus, or Burmese Pythons to Florida
Axolotls cannot be sold and/or shipped to the following states due to state laws:
California
Maine
New Jersey
New Mexico
Hawaii
District of Columbia (Washington, D.C.)
Our Reptile Rapture Rescue:
We take in unwanted, abandoned, and/or injured reptiles on a weekly basis. These reptiles are rehabilitated and then put up for adoption to find their new forever homes. Education of proper care of potential adoptees is very important to us.
If you are unwilling to provide proof of proper husbandry for any adoptable animal, we will deny adoption. Supplies don’t have to be purchased with us specifically. As long as you prove you will continue proper care of the animal.
We will not divulge the sex of rescued animals until they are adopted. These animals are rehabilitated and will not be sold as breeding stock. Please refer to our regular sale page for animals used for breeding.
There is no surrender fee. Please inquire via phone or email for any large animal to ensure a spot is reserved for them.