Refund Policy

Effective Date: September 1, 2025
Contact: sales@ReptileStore.com

This policy applies to wholesale purchases of live reptiles from ReptileStore.com (“we,” “us,” “our”). Because we ship live animals, we do not accept returns of live animals under any circumstances. This approach reflects standard industry practice focused on biosecurity and animal welfare.

1) No Returns on Live Animals

For biosecurity and animal-welfare reasons, returns are not accepted for any live shipment. If there’s an issue, use the DOA/Problem procedure below.

2) Live Arrival Guarantee (DOA Only)

We guarantee live arrival when all conditions below are met:

Delivery/Hub Timing

Receive on the first delivery attempt, or pick up from the designated carrier hub within 2–4 hours of availability (we default to 4 hours unless your invoice specifies 2 hours).

Temperature & Routing
Home delivery guaranteed when origin & destination forecasts are 40–89 °F.
Hold-for-Pickup guaranteed when forecasts are 32–99 °F (we may require hub pickup for sensitive species or borderline temps).

Correct Address & Receipt
A responsible adult must be present to receive; incorrect addresses, forwarding, or missed delivery void coverage.

Carrier Limitations
We cannot guarantee against carrier delays or mishandling; coverage is limited to DOA under compliant conditions.

3) What’s Covered

DOA (Dead on Arrival) at first attempt or at hub pickup (within the time window).
Severe shipping injury identified at unboxing (we may ask for vet confirmation)

4) What’s Not Covered

Missed first attempt, late hub pickup, forwarding to a new address, packages left outdoors, or temperatures outside the guaranteed ranges.
Carrier delays/embargoes, weather holds declined by Buyer, or routing insisted upon against our advice.
Post-arrival husbandry, quarantine, or co-mingling issues after a successful arrival.
Sex/size requests are best efforts only unless guaranteed in writing.

5) How to File a DOA/Problem Claim

Email sales@ReptileStore.com immediately and no later than 2 hours after delivery or hub pickup (use the earlier time if your invoice specifies 2 hours). Include:

Order number, species/qty affected.
Time-stamped unboxing video clearly showing the unopened box, packing materials, and animals.
Clear photos of the animals and the shipping label.
Keep all animals/packaging until we confirm next steps.

6) Remedies

If your valid DOA claim is approved, we will, at our option:

Replace the affected animals on a future shipment or
Issue store credit for the animals’ purchase price (shipping/fees are non-refundable).

Cash refunds are not offered except where required by law. If a refund is expressly approved, a 15% cancellation/refund fee may apply.

7) Cancellations & Changes (Pre-Shipment Only)

You may request cancellation or changes before we generate labels/permits.
Approved cancellations are typically store credit; if a cash refund is authorized, a 15% fee may apply for processing and administrative costs.

8) Non-Live Items (Supplies)

Unopened, non-live supplies may be returnable within 14 days with an RMA; shipping both ways is Buyer’s responsibility (applies only if we list supplies).

9) Species Legality & Compliance

Buyer is responsible for destination legality, permits (e.g., CITES/state), taxes/duties, and timely pickup.

10) Policy Updates

We may update this policy; the version on our site at the time of order controls.