No Nonsense 100% HEALTHY Arrival Guarantee
Forget about "live arrival". When you do business with us, 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).
SHIPPING TO A FEDEX SHIP CENTER MAY BE REQUIRED
If the forecasted daytime high is 80 degrees or higher, it is required that we ship to your local hub for pickup. This keeps them off of a hot/cold truck for several hours on the day of delivery, which greatly reduces the risk of a sick or DOA arrival.
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.
TERMS OF Health Guarantee - PLEASE READ CAREFULLY
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. Deceased 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. Feeding Issues Excluded
Crested and gargoyle geckos must be provided with a proper diet. We offer our geckos Pangea with Watermelon for diet, so I cannot guarantee our geckos will eat other products when they first arrive. We also offer live insects - crickets or mealworms in a dish - 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.
6. Shipping Policies and Guidelines MUST be adhered to.
The temperatures and everything we've laid out in our Shipping Policies & Guidelines must be adhered to for a health claim to be valid. Please remember, shipping to a FedEx Ship Center is required any time the daytime high temperature is forecasted to be 80 degrees or higher.
7. Overheating Kills More Crested Geckos than ANYTHING ELSE!
A. DO NOT EXPOSE CRESTED GECKOS TO TEMPERATURES ABOVE ROOM TEMPERATURE (75F), EVEN IF THEY ARRIVE COLD. PLEASE DON'T TRY TO HELP WARM THEM UP WHEN YOU GET THEM - THIS CAN BE FATAL.
B. THEY ARE COLD BLOODED, SO THEY ARE SUPPOSED TO MOVE SLOWER THAN NORMAL WHEN COLD.
I PROMISE THIS DOES NOT MEAN THEY ARE DYING!
Shipping Address Must Be Correct
Please take the time to double check the shipping address you enter is correct - lives very well may depend on it!
Gecko Tails
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 even factor tails into the price of the individuals on our website. As such, we 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, we 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.
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 - PLEASE READ CAREFULLY
Order must be shipped within 180 days. If they are not, store credit will be issued. In the event weather is preventing safe shipment within 180 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.
Local Pickup & Delivery Not Available
Please note that we are unable to personally meet with customers to deliver geckos in person, nor do we allow local pickup from our breeding facility.
While I understand private breeders may be willing to meet you or allow you to come to their homes, we have found it best (based on 20+ years experience doing this full-time) to stick with having everything delivered by FedEx.
If not paid in advance, we risk being robbed instead of paid for the order. If you think this isn't a realistic fear, a well known breeder was held at gunpoint and then shot over some ball pythons. No order is worth the risk of being in a gunfight. :-)
If paid in advance, and I deliver the geckos in person, I have no proof of shipping and am left open to a chargeback, which is far more likely than being robbed.
On top of risks, we aren't zoned for retail business and our insurance doesn't allow customers in the facility.
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.
You will be reminded of this policy and asked to provide a digital signature (logging your IP address), stating that you agree to these terms upon checkout. 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.
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 the screen you're looking at will have a huge impact on the way colors appear. Screens/monitors vary from phone to phone and computer to computer, so it's quite literally impossible to make a photograph appear perfectly accurate or the same on everyone's device. Because of these factors, I regretfully cannot offer refunds due to misinterpretation of color.
However, I never want anyone to be disappointed when they do business with me. Should you receive an animal and the color is not to your satisfaction, you can ship it back in exchange for store credit. In these situations, the customer is responsible for the cost of return shipping and we will not issue credit for the shipping charge. Animals returned must be returned to us the next available shipping day (Monday through Wednesday). This is something we offer as a courtesy, and not something that is industry standard, so please be aware that we do not accept animals that have been housed outside our collection for a longer period of time.
