Terms & Policies
7 Day Health Guarantee
Should anything befall your new animal within 7 days of you receiving it, please contact us immediately, all of our animals are guaranteed to be healthy, alert and eating. Photos of the deceased animal, your enclosure, and some information about your care will be required to rectify the problem. If it is found that there is no obvious oversight on your part, you will receive a full refund or a replacement of similar value, not including the price of shipping.
Frogs
It is well known that frogs can be very delicate creatures and as such we do not offer any guarantees past live arrival. While we do guarantee your frog will arrive to you happy and healthy, we unfortunately can't predict lapses in husbandry that may result in loss of life. However if after arrival you see cause for concern, please contact us immediately and we will do all we can to address the situation.
Sexing
All animals listed as sexed come with an accuracy guarantee however many of the species we sell are not reliably sexed under a certain age or entirely unsexable as a whole. In the rare event of a mis-sexed animal please contact us and we will address the situation to the best of our ability. We offer no guarantees on pore sexing.
Tail Loss
Generally speaking, tail loss does not affect the value of a gecko, however we understand that the loss of a tail on an animal you have just purchased can be hard to stomach. Should a tail be lost after payment but in our care you may opt out of the sale forfeiting the equivalent of a 25% deposit. We do not offer any refunds on animals that have lost their tails during shipping.
Rub Nose
Lets face it, no one wants to be in a deli cup for any length of time and unfortunately in some cases, the urge to escape results in the rubbing of the nose throughout the shipping process. While a rubbed raw nose is unsettling, it happens infrequently, heals within a few weeks and does not affect the overall health of the animal. No compensation will be offered should your animal develop rub nose during shipping.
Shedding
Shipping can be stressful on an animal, in some cases this triggers a shedding cycle. Should you receive your gecko in shed, it is your responsibility to ensure the shed cycle is completed fully including toes and feet. We guarantee that no gecko leaves our care during a shed cycle and and we take no responsibility for the results of shedding during shipping and all future problems due to shedding are not covered by our 7 Day Health Guarantee.
Deposits and Holds due to Weather
All holds require a 25% non refundable, non transferable deposit and must be paid in full within 30 days of purchase, 60 days if it is a Winter/Summer hold. Should you have buyers remorse or otherwise decide to back out of the sale after the 30 days and you insist on not receiving your animals or you seem to be avoiding shipping once temperatures are safe again, you will forfeit the entirety of your previous payments. We do not want to be difficult on this matter but we are not in the business of buying back animals that are no longer wanted, even if they are still in our possession. Shipping does not need to be paid until closer to your shipping date and is not factored into your deposit total.
*Extenuating circumstances may be considered on a case by case basis.
*Please know that we are reasonable people and prefer not to have harsh rules but experience has shown us the need to protect ourselves. We are always here to talk if you have further questions on our policies, we would be happy to explain why we must operate this way.
Returns, Trades & Surrenders
All sales are final. Returns are not an option for a number of reasons, should you have buyers remorse we unfortunately will not be able to trade or buy back your animal, nor can we post your animal on our site to help you sell them. We do however accept surrenders on all of our animals sold providing they are in apparent good health.
Live Animal Shipping
All animals shipped RR require pick up at your nearest FedEx Hub, we do not offer front door delivery regardless of your location, unless otherwise discussed and agreed upon by us. All packages must be picked from the depot 2 hours of arrival or our Live Arrival Guarantee will be rescinded. The maximum transit time we permit on reptile shipments is 2 days or 1 day when shipping amphibians. Weather conditions on both ends of the shipment must be below 28C or over 10C to qualify for shipping. We hold the safety of our animals above the needs or wants of ourselves or our customers and reserve the right to refuse any shipping request that does not align with our policies.
Average domestic shipping costs with RR are $60+
Canada to US exports follow RR export schedules and are contingent on safe shipping conditions.
Please contact us for more information.
Average Export cost from Canada to the US is $260 CAD
Harbour Air
All animals sipped via Harbour Air must be picked up within 30 minutes of landing and inspected upon your arrival home. Please see our Live Arrival Guarantee for further details. Unfortunately we no longer ship air cargo due to increased wait times and changes to airline policies.
Average shipping costs:
$50
Invertebrate Shipping
All inverts are shipped via Purolator, UPS or Canada post depending on transit time and location. Night time temperatures must be above 5ºC and summer highs must be below 30ºC to ship.
Dry Goods Shipping
All dry goods are shipped via Purolator, UPS or Canada Post and include tracking information for most shipments. Please contacts us directly with your postal code and order so that we can get you a shipping quote. Please note that Isopods can not be included in a dry goods order unless it is shipped 1 or 2 day express. Also, all dry goods shipments sent to PO Boxes must be shipped Canada Post.
Live Arrival Guarantee
We offer a 100% live arrival guarantee on all live animal shipping as long as a few steps are followed. All cargo packages must be received within 3 hours of the plane landing and all RR packages must be picked up the same day they arrive from your nearest FedEx Hub. Should there be any losses, photo evidence is required within two hours of pickup. We do not offer reimbursement should a tail be lost in shipping nor do we offer compensation for rubbed noses or problems due to shedding in transit. All Isopod and Springtail shipments are covered under our Live Arrival Guarantee as well providing they are sent with one or two day shipping options and all orders must be received on the scheduled delivery date, should you not be home to receive the package, the Live Arrival Guarantee will be recinded. Please use the tracking information provided to ensure you are available for all home deliveries. We are sorry to say that given past experiences, we no longer ship flies but should we choose to in special circumstances, we offer no guarantees. I must also mention that plant, Isopod and Springtail shipments sent to PO Boxes can only be shipped Canada Post. Any special circumstances will be discussed on a case by case basis.
Canada to USA Exports
All USA exports of non-CITES animals are shipped via Reptile Runner. Exports are booked as group shipments rougly once a month for pick up at your local FedEx Hub.
Please Contact Us for more information including the next scheduled export date.
We DO NOT ship any CITES animals.
The cost of a US export is approximately $250 USD
Payment Options
We accept all major payment methods in person and online. Please specify payment type when placing your order.
