Terms & Guarantees
Terms & Guarantees
Live Arrival Guaranteed
Live, 100% Healthy arrival is guaranteed. The only two "rules" are that temperatures have to be safe (explained on shipping terms page) and someone must be available to sign for the package on the first delivery attempt...we can't have animals being trucked around on the back of a hot or cold UPS 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?
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 asking for help!!
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 is 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.
4. Gecko "Feeding Issues" Excluded
Crested and gargoyle geckos must be provided with a proper diet of Repashy Gecko Diet MRP (aka Crested Gecko Diet) or a yogurt/baby food mixture AND crickets dusted with calcium. I have been working with them for nearly a decade now and can say without reservation that geckos fed exclusively Gecko Diet MRP do not tend to eat well, especially if the diet is not mixed "just right". I cannot guarantee that geckos will eat or grow well, if at all, when Repashy Gecko Diet MRP is all they are offered.
5. Wholesale Orders Get a 7 Day Health Guarantee
Any wholesale order of 10+ animals sold without individual photos (as opposed to animals sold individually with individual photos) is considered a wholesale order. Wholesale orders will be given a 7 day health guarantee.
If for any reason you are not happy with your purchase, you may return the animal at your expense within 3 business days for online store credit only (no refunds).
Order Information Must Be Correct!
Please be sure the information you enter, especially your shipping address and email address, is entered correctly. We cannot be held responsible for deliveries made at the wrong address, or animals delivered unexpectedly due to missed shipping/tracking emails. Take the time to double check what you type - lives very well may depend on it!
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 tails 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.
When an animal is sold as a male or female, I offer a 100% guarantee to that effect. However, 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 I sell 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 - No "Net Terms"
We do not offer net terms to anyone, businesses included, and we do not reptile orders before the have been paid for.
Live Animal Shipping Terms
All live animal shipments must adhere to the policies and procedures explained on the SHIPPING TERMS page. Please carefully review this page before you place an order. After almost ten years of shipping reptiles on a regular basis, I think this page pretty much covers it all.
In order to ship live animals safely, which I believe is our moral/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, period. If you think I told you something differently, one of us may have been confused - there really are no exceptions when it comes to shipping my reptiles safely. :-)
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, 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 care for the animal(s).
By ordering a reptile from this website you are agreeing to this policy and you will be reminded of that, and also asked to provide a digital signature (logging your IP address), upon checkout.
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 looking their best, but they don't always cooperate. On top of the animals changing throughout the day, 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 for me to make each photograph appear the same on everyone's computer monitor. And what's more - photos always look a bit washed out through a web browser (you'll see what I mean if you download a picture and open it in Windows Picture Viewer or Mac's Preview).
Because I hate the fact that you can't see how beautiful these animals are in person, I have basically put a "fail safe" in every photo. You can always use the grey plastic turntable (which I photograph almost all available animals on) to judge the accuracy of the color and the amount of light. The reason we do this is because even with the same camera settings, the presence (or lack) of sunlight coming into the room from different angles during the course of a day will affect the color of the photos. That being the case, a lot of times I'll shoot on a couple of different white balance and/or exposure settings to try and get a good sampling of pictures of that animal. By looking at the hue and shade of the grey plastic, you should be able to judge the brightness and white balance of the photo. If the grey looks darker in one photo than another, then you know one photo had more light than another. If the grey has a blue tone to it, then you know the picture is probably too blue, etc.
With all that being said, I regretfully cannot offer refunds due to lack or misinterpretation of color. However, should you receive an animal whose color is not to your satisfaction, you may exchange it for store credit within 3 business days (customer will be responsible for actual shipping costs both ways). In over five years of selling my reptiles over the web, I have never once had a customer complain about the color of an animal purchased from me. In fact, I get several emails literally every week telling me that they look far better in person. This actually drives me crazy because I try so hard to take photos that capture the true beauty of my animals!