At Unique Reptiles Depot, we are committed to providing healthy, high-quality captive-bred reptiles, amphibians, and supplies. Due to the live nature of our animals and biosecurity concerns, our policy distinguishes between live animals and non-live products (“dry goods”). All sales are final except as outlined below.
1. Live Arrival Guarantee (LAG)
We proudly offer a 100% Live Arrival Guarantee on all live animals (reptiles, amphibians, etc.).
• The animal must arrive alive and visibly healthy.
• Claims must be reported within 1 hour of delivery receipt (or package pickup).
• To file a claim, contact us immediately at [your support email, e.g., support@uniquereptilesdepot.com] or via our website contact form.
• Provide: clear photos or a short video of the unopened package (showing shipping label), the animal inside the packaging, and the animal itself.
• We ship with heat/cool packs and insulation as needed; guarantees apply only when temperatures remain within safe ranges (typically 40°F–89°F at origin and destination—check our Shipping Policy for details).
• If the animal arrives DOA (dead on arrival), we will offer:
• Replacement (preferred, at no additional animal cost; you cover return shipping if requested, but we cover reshipment).
• Store credit for the full animal purchase price (excluding shipping).
• Refund of the animal purchase price (excluding shipping and any insurance fees), issued to your original payment method.
• Refunds or credits are processed within 5–7 business days after verification.
• No compensation for shipping costs on DOA claims unless the issue was due to our error (e.g., inadequate packaging).
Important: The LAG covers only immediate arrival condition. Once the animal is accepted and removed from packaging, the guarantee shifts to our health policy below.
2. Health Guarantee for Live Animals
We stand behind the health of our animals with a limited 7-Day Health Guarantee from the date of delivery.
• If the animal shows signs of illness, injury, or incorrect sex/morph description within 7 days (and the issue is not due to improper husbandry, stress from transport acclimation, or buyer error), contact us immediately with photos/video and details.
• We may require veterinary documentation or additional proof.
• Options (at our discretion):
• Replacement animal (we cover the animal cost; buyer may need to cover shipping).
• Store credit for the animal purchase price.
• No cash refunds after the animal has been accepted and the LAG period has passed, as live animals cannot be resold ethically once in a new environment.
• This guarantee does not cover:
• Normal shedding, minor injuries from shipping stress that resolve quickly, refusal to eat (common in new environments), or issues from improper setup/care.
• Animals refused at delivery or held too long at shipping facilities.
• Extreme weather events outside our control (if temperatures were within safe ranges).
• Free or bonus animals.
All live animal sales are final after the 7-day period. We do not accept returns or exchanges of live animals for any other reason (including change of mind, incompatibility with setup, or personal preference).
3. Non-Live Products (Cages, Supplies, Accessories, etc.)
• Dry goods may be returned within 30 days of delivery if unused, in original packaging, and in resalable condition.
• Contact us first for a Return Merchandise Authorization (RMA) number.
• Buyer is responsible for return shipping costs unless the item is defective or arrives damaged.
• Refunds (minus original shipping) are issued to the original payment method within 5–7 business days after we receive and inspect the item.
• Defective/damaged items: We will replace or refund (including return shipping reimbursement) upon proof (photos required).
• No returns on sale/clearance items, custom orders, or opened consumables (e.g., food, substrates).
4. Cancellations & Order Changes
• Orders may be canceled or modified before shipping (usually within 24 hours). Contact us immediately.
• After processing/shipping, cancellations are not possible, but you may be eligible for the Live Arrival Guarantee if applicable.
• Deposits on payment plans or pre-orders are non-refundable unless the order is canceled before shipment.
5. General Terms
• Shipping & handling fees are non-refundable (except in rare cases of our error).
• We are not responsible for delays, losses, or issues caused by carrier errors (though we assist with claims).
• By placing an order, you agree to this policy and confirm you have read our care sheets/requirements.
• We reserve the right to refuse service or adjust policies at any time.
Questions? Reach out to our team—we’re reptile enthusiasts here to help!
Email: [support@uniquereptilesdepot.com]
We appreciate your trust in Unique Reptiles Depot.
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