Terms and Conditions
WE TAKE CUSTOMER SATISFACTION VERY SERIOUS. PLEASE CONTACT US IMMEDIATELY BEFORE WRITING A REVIEW, IF THE ORDER ARRIVED DEAD OR UNHAPPY WITH YOUR ORDER! WE WILL RESOLVE ISSUES RIGHT AWAY.
1. We do not offer any hold(s) on any available reptile(s) and/or feeder bugs.
We offer a 14 days health guarantee on the reptile after arrival date. If the customer is not completely satisfied with their purchase of a reptile, a full refund (not including the shipping cost) or an exchange (See “Return/Exchange Policy” below) will be issue upon agreement. It is the customer’s responsibility to research about the proper care of the particular reptiles that we have available. Note that it may take up to a few weeks for an animal to adjust to its new home and surroundings. Guarantee will be void if proper care is not followed.
Live arrival is guaranteed on all feeders ordered, unless if shipped when the temperature is below 50 degree Fahrenheit or above 85 degree Fahrenheit. We must be notified of dead arrivals within 1 hour of the receipt date/time. Full Live Arrival Guarantee if FedEx 2 Days is selected. If select USPS First class, we will only guarantee live arrival if the package is delivered within 3 days.
3. Return/Exchange Policy
We offer a full refund (not including the shipping cost) on any purchased reptile(s). The reptile(s) must be returned to us prior a refund being issued. The customer assumes all responsibilities for returning the reptile back to us and for the shipping costs for doing so. Once the reptile is returned, the full purchase price of the animal (not including the shipping cost) will be refunded back to the customer**. If an animal arrives dead on arrival, send us a picture of poof. A full refund of the purchased price will be refunded for an animal that arrives dead on arrival, or an exchange can be arranged (see below).
If the customer is not completely satisfied with their purchase and would like an exchange, the customer must notify us within the 14 days guaranteed grace period. The reptile must be returned to us prior to proceeding forward with the requested exchange. The customer assumes all responsibilities for the shipping costs and for returning of the reptile in good health. The purchase price will then be applied to another available reptile**. Any differences will either be refunded to the customer or must be paid for (including the additional shipping cost) by the customer prior to shipping out the new reptile.
**Note: The time frame for us to issue a refund/exchange may take up to 24-72 hours. This gives us a small time frame to visually monitor the returned/exchanged reptile for any unreported issue(s) with it. We will notify the customer once the refund has been issued and/or to proceed with the exchange.
A full replacement for indicated dead arrivals will be issued upon receipt of notice from the customer. Notification must be issued within 1 hour of receipt (as postmarked by the carrier). Cost of shipping for replacements will be covered by us for the replacement. No refund will be issued for dead arrivals.
The sex of an available reptile is not guaranteed.
We ship Monday to Wednesday. All orders placed after 8am PST will be shipped out the next available business day.
We ship all live reptiles via FedEX OVERNIGHT PRIORITY only. If there are any issues, please notify us immediately upon receipt of the reptile. Please contact us promptly if a reptile arrives dead on arrival, or is showing health concern(s). Since we are shipping live reptile(s), the customer or an authorized adult must be home to sign and receive the package on the first initial delivery attempt. If the packaged is to be held at a shipping hub for pick-up, it must be picked up on the day when the package arrives. If first delivery attempt cannot be made, or if the package is not picked up ion the same day as the arrival date, all guarantees hereto are void. For the safety of the animals we do not ship in temperatures lower than 40°F and above 90°F. We are not responsible for a delayed package delivery due to unpredictable weather or the carrier.
We also offer local pick-up for anyone who lives in or around San Jose, CA. To pick up a purchased reptile or feeder insects, please contact us to make arrangements.
All live feeder insects are shipped via FedEx 2 Days, or can be arranged for local pick-up. Overnight shipping via FedEx Overnight is also available at an extra charge. Cost of shipping for replacements of dead arrivals will be covered by us. We are located in San Jose, CA.