Terms of Purchase & Guarantees
Live, Healthy Arrival Guaranteed
Live, 100% Healthy arrival is guaranteed. The only two criteria for that guarantee are that temperatures on our end and your end must be safe (explained on the Shipping Policies & Guidelines page), and someone must be available to accept the package on the first delivery attempt, as we can't have animals being trucked around on the back of a hot or cold FedEx truck all day.
In the case of a DOA or unhealthy arrival (very rare) you must notify me within 12 hours of receipt. In this extremely unlikely event, photographic proof will be required, regardless of how well I know you (sorry, but I have to be fair with everyone). If you cannot provide photographs, you will be required to send the expired/sick animals back via next day shipping at your own expense. Seriously folks, who doesn't have a camera phone or a cheap digital camera?
30 Day Health Guarantee - Excludes Wholesale Orders
Your new reptile is guaranteed to be in 100% perfect health for 30 days. This is about 27 days longer than most reptile dealers/breeders. I can do this because 99% of the animals I sell are produced here and I know they're in perfect health when they leave here.
1. Do not delay in asking for assistance!!
In the event that an animal begins to exhibit signs of a health issue, please contact me within 24 hours so that I can try to help you remedy the problem before it's too late. This is very important, and failure to do so WILL void your guarantee.
2. Expired Animals
In the event that an animal needs to be replaced, a photograph of the deceased animal will be required. Do not take it personal when you are asked for photographic proof. This is something we ask of all customers in order to be fair with everyone, and also so that we can get somewhat of an idea of what caused the death.
3. Returns & Replacements
Any live animal being replaced must be returned at your expense, unless otherwise agreed upon, before a replacement is sent out. Once it has been determined that your claim is valid, we will ship out your replacements at our expense.
Health claims must be submitted to us via email within 30 days of the original ship date. Claims made after 30 days are null and void, no exceptions.
Customer must request and accept shipment of the replacement animal(s) within 90 days of the original ship date. Health claims over 90 days old will be considered null and void, no exceptions.
*** Animals that were sent free of charge may be covered by a health guarantee but will only ship with your next order.
4. Gecko Feeding Issues Excluded
Crested and gargoyle geckos must be provided with a proper diet. We offer our geckos Pangea PFM diet, so I cannot guarantee our geckos will eat other products when they first arrive. We also offer live insects dusted with calcium/D3.
Please Note: Plenty of diet products are marketed as a complete gecko diet, but in our experience geckos do not thrive when being offered most diets exclusively (without insects regularly in the diet). While we feed insects every week when weather permits shipping, we have gone 2-3 months over the winter only offering Pangea PFM, and our geckos seemed to maintain their weight very well, and egg production was consistent. The same cannot be said for any other diet product we've used.
5. Seven (7) Day Health Guarantee for Wholesale Orders
Any order of several (usually 10+) animals sold without individual photos is considered a wholesale order. Wholesale orders will be given a 7 day health guarantee. Please do not order large numbers of hatchling geckos unless you have first-hand experience.
DO NOT EXPOSE CRESTED GECKOS TO TEMPERATURES ABOVE ROOM TEMPERATURE (75F) IF THEY ARRIVE COLD.
THEY ARE COLD BLOODED ANIMALS AND ARE SUPPOSED TO MOVE SLOWER WHEN COLD.
THIS DOES NOT MEAN THEY ARE DYING!!!
HEALTH ISSUES OR DEATHS RELATED TO OVERHEATING WILL VOID ALL GUARANTEES.
Shipping Address Must Be Correct
Orders will ONLY be shipped to the address listed as the shipping address in your order. Please be sure the information you enter as the shipping address is entered correctly, and please be sure that is the address your order is supposed to ship to. We cannot be held responsible for deliveries made to the address you provided. Please take the time to double check what you enter is correct - lives very well may depend on it!
Shipping to a FedEx Hub
If you require shipment to a FedEx hub, you must provide the address of the hub as your shipping address, along with instructions to have it held for customer pickup. We cannot ship to a FedEx hub without the address.
Geckos drop their tails from time to time, often times for no apparent reason. This is a natural occurrence and most hobbyists do not consider it a defect. In fact, I don't generally discount high end geckos that have dropped their tails. As such, I cannot be held responsible if tails are dropped during shipping. I've shipped thousands of geckos and it has only happened a few times, but I feel that it's important to be clear about it up front.
Guarantee on Sex Determination
When any animal is sold as a male or female, I offer a 100% guarantee to that effect. If a gecko is sold as unsexed, but listed as probable male or probable female, that is only our best estimation. Please realize that the size of the animal will have a direct bearing on how accurate that estimation will be.
For animals sold as a guaranteed male or female, you must double check the sex of the animal within 72 hours of arrival. In the event an animal appears to be the wrong sex, I must be notified within 72 hours. Otherwise, I will consider our transaction complete. If an animal arrives incorrectly sexed, the animal will be replaced with one of the proper sex or store credit will be issued.
This policy is a tough one for me personally. An incorrectly sexed animal is an incorrectly sexed animal, regardless of when you find out. However, many animals we offer for sale are available only a few times each year, so it's important that I find out as soon as possible if an animal needs to be replaced. In order to ensure that someone doesn't wait several weeks or months to verify the sex of an animal, I feel that this policy is for the benefit of everyone involved.
Orders Must Be Paid in Full Prior to Shipping
We do not offer net terms to even our largest wholesale accounts. As a longstanding policy, we do not ship orders before they have been paid for in full. No exceptions.
Abandoned Orders - Updated 6/3/2015 - PLEASE READ CAREFULLY
For those of you unaware, we deal with thousands of reptiles and as I'm sure you can imagine space can be quite limited, especially during peak hatching months. Because of an overwhelming number of geckos left here after being sold last year, we are being forced to shorten our shipping grace period to 90 days. Orders that have not been shipped within 90 days of the date they were placed are considered abandoned. Abandoned orders that have been paid in full are subject to a 50% restocking fee, and the remaining balance will be issued store credit only. Abandoned orders that were on a payment plan will be cancelled, and all deposits forfeited as per our terms.
In the event weather is preventing safe shipment within the 90 days, we will gladly hold your reptiles until it is safe to ship. It is the customer's responsibility, however, to let us know as soon as it is safe to ship.
Special Hot and Cold Weather Shipping Service
In some circumstances, we can ship in extremely warm or cold weather using an extra box, cold/heat packs as required (inside and outer box), and shipping directly to your local FedEx hub. This method drives shipping rates and material costs through the roof, and it's not as convenient for the customer, so it is not practical for every shipment. That said, we can do it that way (at little or no charge to the customer) in extenuating circumstances, where safe shipping may not otherwise be possible.
If your order is close to passing the 90 day mark, and your weather doesn't look safe, it is important that you get in touch with us, so that we can make plans to get your reptiles to you safe and sound.
We do not offer payment plans on auction animals, but we sometimes will agree to do payment plans on larger ($1,000+) orders with a 20% or more non-refundable deposit. The only catch is that a payment plan must be adhered to exactly as agreed upon up front. Payments made, both the deposit and installments, are non-refundable. Broken payment plan agreements will not be issued any refunds or store credit, regardless of the reason given. This is the only way we’re able to offer payment plans, as we need to be absolutely certain that an animal is spoken for once it is marked sold. Needless to say, please make sure you understand that payments made on a payment plan will not be refunded or applied to the purchase of other animals.
Live Animal Shipping Terms
We only guarantee live arrival when temperatures are between 32F and 85F for geckos, or 32F and 88F for snakes.
In order to ship live animals safely, which I believe is our ethical obligation as pet owners, we must adhere to the policies that I have outlined here. No exceptions will be made to our shipping terms whatsoever. If you think I told you something differently, one of us may have been confused because there really are no exceptions when it comes to shipping our reptiles safely.
ALL LIVE ANIMAL PURCHASES ARE FINAL - There will be no refunds under any circumstance, NO EXCEPTIONS.
This policy is industry standard when dealing with pet purchases, but I want to be absolutely clear about it up front. When someone changes their mind, the animal goes back up for sale and then someone says "Well, I would have bought that one if..." and then we end up in a never-ending chain of people changing their orders or getting upset because they can't change their order. If we offered refunds only in extraneous circumstances, then unscrupulous individuals will simply lie to get a refund. Simply put, our "inventory" costs money to care for, so I can't run my business not knowing which orders are real and which ones are not. Please do not order unless you are 100% sure you can afford to buy and care for the animal(s).
By ordering a reptile from this website you are agreeing to our "ALL SALES ARE FINAL" policy.
You will be reminded of that and asked to provide a digital signature (logging your IP address), stating that you agree to these terms upon checkout.
Again, we do not refund money under any circumstance. Please do not ask.
Animals that arrive DOA or with health problems will be replaced or store credit will be issued at our discretion. Again, no payments will be refunded under any circumstances.
A Note About Gecko Color
Depending on factors such as environment, stress and the presence of food, the color and/or intensity of the color on most geckos does change drastically. Of course I try to photograph geckos when they are "fired up" and looking their best, but they don't always cooperate.
One of our biggest challenges is the fact that monitor settings vary from computer to computer (even my own laptop and desktop computers look a lot different from each other), so it's literally impossible to make any photograph appear the same on everyone's computer monitor.
Because of these factors out of our control, I regretfully cannot offer refunds due to misinterpretation of color. However, should you receive an animal whose color is not to your satisfaction, please let us know via email immediately (same day), so that you can ship it back in exchange for store credit. Customer is responsible for shipping in this situation. Animals must be returned within 3 business days (customer will be responsible for actual shipping costs both ways). This is something we only offer as a courtesy, and not something that is industry standard, so please be aware that we do not accept animals that have been maintained outside our collection longer than 3 business days.