Details on our extended seven-day guarantee and guaranteed live arrival for all orders of reptiles, amphibians, and invertebrates are provided below. Please be aware that, even in the midst of the drastic summer and winter weather fluctuations, DOA (Dead On Arrival) animals are quite uncommon.
Our animals arrive DOA less than 1.4% of the time, which is an amazing number that can be attributed to both our superior box packing skills and the health and strength of our animals. We guarantee the live arrival of all Pets , something that most firms won’t do! In addition to offering a seven-day extended guarantee, which gives you a full week of coverage, takes pleasure in guaranteeing live arrival for every live Pets, amphibian, purchase that we ship. A detailed evaluation of our assurance, including nullification criteria, will be provided below.
Although DOA animals are very uncommon (less than 1.4 percent of our animals arrive DOA), you should be aware of our policy in case it happens. For this reason, you must certify that you have read this page completely at checkout. This gives us a digital copy of your signature. Ignoring the guarantee’s conditions is not a valid reason, nor will it nullify these guidelines.
Please email us a clear photo of the animal or animals, upside down, on top of the mailing label, if you do receive a DOA reptile, amphibian, or invertebrate. Every animal that is being claimed needs to be in the picture. For additional confirmation, more photos can be asked for. Within eight hours of your arrival, email both images to the address listed in the site header.
Animals that arrive dead or that die within seven days of arrival are covered by the Live Arrival Guarantee. To open a claim, please follow the identical steps for both cases (animal photo on shipping label, all in one picture). A picture is required in order to open a claim. After your claim is accepted, you have a few choices.
The first choice is to have a new animal shipped to you; however, the buyer will be responsible for the much reduced shipping expenses ($34.99). Depending on your preferred payment option, we will either reimburse your purchase price (less shipping fees) by PayPal or credit card if the replacement animal is DOA. Remember, we’ll cooperate because we’re quite sensible people. Every circumstance is unique.
In the event of a DOA animal, the second choice is an instant reimbursement less the $49.99 shipping fee.
Our reputation as a highly respected reptile, amphibian, and invertebrate sales company has not been built on treating our clients like anonymous data in a spreadsheet. We greatly appreciate your contentment. In the reptilian industry, we just have the fastest customer service response times. We supply our animals to museums, zoos, and esteemed schools and universities around the country. To put it another way, we are a reliable source for reptiles. Images of Species
You are not ordering the exact animal in the photo because the images we use on our website are indicative of the species. Refunds or returns are not permitted if you claim that the reptile, amphibian, or invertebrate you received does not appear exactly like the online photo.
Effects of COVID-19
FedEx and UPS have declared that they may temporarily remove package signature requirements due to appropriate coronavirus containment efforts. As a result, please keep an eye out for your delivery, which usually arrives around 10:30 am local time. Within three hours after the delivery, you must notify us by phone or email if you encounter a DOA; otherwise, our guarantee terms will not be upheld. 1.) The live arrival guarantee and the extended guarantee are totally void for all reptiles, amphibians, invertebrates, and feeders if the temperature at the delivery zip code falls below 40F or rises over 90F. Our DOA rate is still a very low 1.8%, though, even when Winter shipments are taken into account. Both the carrier and the consumer bear some of the risk when shipping live animals, so please check local temps before placing your order.
2.) The live arrival guarantee is void if you or an authorized agent are not present during a delivery attempt, which is typically in the morning. The package or packages must be picked up within four hours of arriving at the carrier’s facility if it was decided that the animal or animals would be kept there.
3.) If The live arrival guarantee is nullified if you unintentionally enter an invalid delivery address at checkout.
4.) The live arrival guarantee is nullified if you do not get in touch with us with the DOA and shipping label photos within three hours of delivery or pick-up.
5.) Due to staffing shortages at FedEx and UPS, carrier delays—which have been frequent during the COVID epidemic—are not our responsibility. The cost of shipping is not refundable. The reptile industry standard is this policy.
6.) The guarantee coverage does not apply to animals that die as a result of the customer’s carelessness or neglect.
You explicitly click “Yes” to accept our live arrival assurance while placing an order on our website. It has legal force behind it. Your digital signature confirms your agreement to the terms of the guarantee, which we then retain on file. For any and all customers that attempt unethical chargebacks or disputes in violation of these agreed upon terms, we use a collection agency.
Please take note that UPS and FedEx systems display who signed for the box or packages when they arrived. No package should ever be left unsigned by our carriers.
After the claim is approved, you will receive a prompt reimbursement if any items are missing from your order.
If you have any questions at all, don’t hesitate to contact us.
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