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Refund Policy

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

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This policy governs all wholesale purchases of live reptiles from ReptileFarms.com (“we,” “us,” “our”). Because we sell and ship live animals, returns are not accepted under any circumstances. This policy follows standard biosecurity and animal welfare best practices.

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1) No Returns on Live Animals

To protect animal health and prevent disease transmission, we do not accept returns of any live reptiles once shipped. If there is a problem with your shipment, follow the DOA (Dead on Arrival) or Issue Reporting Procedure below.

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2) Live Arrival Guarantee (DOA Coverage Only)

We guarantee the live arrival of animals only when all the following conditions are met:

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Delivery & Pickup Timing

  • Must be received on the first delivery attempt, or

  • Picked up from the designated carrier hub within 2–4 hours of arrival (default is 4 hours unless otherwise stated on your invoice).

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Temperature & Routing

  • Home delivery guarantee: valid when both origin and destination forecasts are between 40–89°F.

  • Hold-for-pickup guarantee: valid when forecasts are between 32–99°F. Certain species may require hub pickup when temperatures are near limits.

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Address Accuracy
A responsible adult must be present to receive the package. Incorrect addresses, forwarding, or missed deliveries void the guarantee.

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Carrier Limitations
Our guarantee does not cover carrier delays, mishandling, or embargoes. Coverage applies only to DOA incidents when all stated conditions are met.

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3) Covered Situations

  • Animals that arrive dead on arrival at the first delivery attempt or hub pickup (within the time window).

  • Severe shipping injuries clearly visible at unboxing (veterinary confirmation may be required).

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4) Excluded Situations

  • Missed delivery attempts, late hub pickups, address forwarding, or packages left outdoors.

  • Shipments outside the guaranteed temperature range.

  • Carrier delays, embargoes, or weather holds declined by the Buyer.

  • Improper care, co-mingling, or quarantine issues after successful delivery.

  • Sex or size requests filled on a best-effort basis unless guaranteed in writing.

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5) Filing a DOA or Problem Report

Email sales@ReptileFarms.com immediately and no later than 2 hours after delivery or pickup (use the earlier timeframe listed on your invoice, if applicable).
Include:

  • Order number, species, and quantities affected.

  • Time-stamped unboxing video showing the sealed box, packing materials, and animals.

  • Clear photos of the animals and the shipping label.

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Keep all packaging and animals until we confirm next steps.

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6) Resolution Options

Once a valid claim is verified, we will, at our discretion:

  • Replace the affected animals in a future shipment, or

  • Issue store credit for the purchase price of the animals (shipping and fees are non-refundable).

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Cash refunds are only issued if required by law. If a refund is approved, a 15% administrative fee may apply.

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7) Order Changes & Cancellations (Before Shipping)

Cancellations or modifications are accepted only before shipping labels or permits are generated. Approved cancellations are normally refunded as store credit. If a cash refund is authorized, a 15% processing fee may apply.

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8) Non-Live Merchandise

Unopened, non-live products (such as supplies) may be returned within 14 days if a Return Merchandise Authorization (RMA) is issued. Buyer is responsible for all shipping costs.

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9) Species Legality & Import Compliance

Buyers are fully responsible for ensuring species legality and obtaining all necessary permits or licenses for their destination. This includes CITES, state, and local regulations, as well as taxes, duties, and timely pickup.

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10) Policy Revisions

This policy may be updated periodically. The version published on our website at the time of your order is the one that applies.

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