All animals are conditionally guaranteed to arrive alive and healthy for a period of 7 days provided that all the following conditions are met.
Three criteria must meet before a claim will be considered:
1. You must first meet the three conditions set forth in our guarantee as stated above. If you fail to meet any one of those three conditions no claim will be considered.
2. You must report in detail the exact problem with your order within 12 hours from the time the animal arrived at your home. Please email us through our website contact form on our website to advise us of the problem. Again please be sure to include your name, date and time, and a detailed description of the exact nature of the problem your are reporting. If you do not report the exact problem to us within 12 hours no claim will be considered.
3. PROOF OF DEATH OR INJURY: The problem animals (alive or dead) must be photographed with a camera after which you can either email us the images at [email protected] or mail the prints to our business address. Photos should taken in good lighting conditions. You may take as many pictures from as many different angles as you wish. Additionally, we also require photograph of the address label on the box your animals came in. This is needed to establish beyond any doubt that you are one of our customers. Please take a picture of the dead animal on top off, or right next to, the address label of the box. If your sending us digital images please to not exceed 1.5 megabytes per image. This is how your claim will be verified. If you are unwilling or unable to photograph the animals (alive or dead) then no claim will be considered.
4. GETTING THE REFUND: Once we have determined that you have a valid claim we will process your refund through PayPal. Once we issue the refund, your credit card should be credited within 3 - 5 business days. If you do not want a refund then we will issue you a store credit. Store credit to be used on your next order will be offered at our discretion. PLEASE NOTE: Shipping charges are NON-REFUNDABLE. Refunds only apply to D.O.A. reptiles or amphibians.
RESHIPMENT OF ANIMAL POLICY: To receive a replacement animal you must meet the following requirements:
After we have determined that you have met ALL of the criterion of the policies as outlined on this page we will make a new attempt to reship a new animal to you. We will cover the entire cost of the replacement animal but the cost of shipping a replacement animal must be paid for by the customer. Shipping charges for an unlimited number of animals per order is $44.95. The cost of shipping must be paid in advance by the customer to be collected over the phone or via a PayPal money request sent to your email address. If you decide that you do not wish to receive a new animal we will issue a partial refund that covers the cost of the animal minus the shipping and handling charge. We cannot refund or credit shipping. NOTE: In the event that the replacement animal dies during shipping we will NOT make a third attempt at delivery but will simply cut our loses by issuing a refund for the amount of the animal(s) minus the original shipping charge.
Cancellation of Orders: You may cancel your order at anytime prior to shipping and receive a full refund of your payment. Orders that have already been shipped and then canceled will be assessed shipping charges both ways and a 20% restocking fee. After these charges have been deducted the remainder or your payment will be refunded provided the animal returns to us alive and unharmed. Please note that for any reason, your refusal to accept an order that has been shipped will be considered as cancellation of the order and all the previously mentioned charges will be applied. We reserve the right to refuse to take your order or cancel it at any time without explanation.
Legal Requirements: ReptilesNCritters.com, (includes all staff, business partners, or affiliates) will not knowingly ship any animals in violation of state or federal laws. If we advise you that an animal is illegal in your state and you believe that we are incorrect all you need to do is provide us with verifiable proof that the activity is legal in your state or municipality. (Almost all major cities ban the ownership of anything that is considered poisonous for example) The following will be considered as verifiable proof: A letter from the appropriate agency that regulates the activity stating that it is legal. Reference to the "official" web site of the appropriate regulating agency where it clearly shows the animal is legal to own. A copy of a permit or letter of authorization from the regulating agency showing that you are allowed to possess the regulated or banned animals.
Pricing: Prices are subject to change without notice and at our discretion.
Notice: Terms, policies, prices, and other information are solely at ReptilesNCritters.com discretion and subject to change at anytime without notice. Please note that your failure to read our terms whether accidental or intentional will not under any circumstances be a reason to consider them void or altered.
The term ‘ReptilesNCritters.com’ or 'us' or 'we' refers to the owner of the website whose registered office is in Brooklyn, New York, United States of America. The term 'you' refers to the user or viewer of our website.
I had ordered a Red Eyed Tree Frog about a month or so ago. She arrived, beautiful and healthy. Although, she ended up with a small wound on her nose from shipping. Our frog ended up getting sick and after several vet visits, didn't make it. Robert at Reptiles-N-Critters was fantastic with answering my questions on how to care for the sick frog. I wrote to him when the frog died and he offered to ship me another one at no charge, I just covered the shipping. That was so wonderful! I just received my new frog today and she is just as beautiful and this time did not get injured in shipping. Thank you Robert for all your help! We are happy customers!
Amy - May 8, 2013
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