All live animal sells are final and we have a zero return policy once shipped. We do have a live arrival guarantee that applies only to the state of the animal once it arrives at the destination.
Note: All cancelled animal orders will be charged a $10.00 restocking fee regardless of the reason. Fees will be deducted from the refund provided. Why do we charge a cancellation fee? When an order is placed the animal and or goods are reserved and no longer available for sale to other customers. We also incur processing fees and charges when the order is placed that we cannot recover.
Dry Good Returns and Shipping
To be eligible for a return, all dry goods must be unused and in the same condition that you received them in. They must also be in the original packaging provided.
Note: Perishable items such as isopods cannot be returned. Do to the perishable nature of these items it is impossible for us to offer returns.
Dry goods can be returned within 30 days of delivery. If 30 days have gone by since delivery, unfortunately we can’t offer you a refund or exchange.
For acceptable dry good(s) returns we will request your order number. Once your order is confirmed you will be sent a return label(s). You will also be notified of the shipping carrier to tender the package to.
Note: return labels not in the carrier system for tracking within in 21 days of being sent will be voided and new a label must be requested prior to the exipration date for the return.
Shipping costs paid at the time of purchase are non refundable and the buyer pays return shipping unless the dry good(s) are deemed defective. A 20% restocking fee will be charged on non re-sellable returned dry good(s). Any fees applicable to the return will be deducted from the refund.
Undeliverable packages will be refunded less a 20% restocking fee.
The time it will take for your return to reach us will vary based on where you are shipping from. We don’t guarantee that we will receive your returned item and are not responsible for lost returns.
Any goods shipped to XYZReptiles collect will be refused and no refund will be issued.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned goods. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment promptly within 5 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done this and you still have not received your refund, please contact us at info@xyzreptiles.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@xyzreptiles.com and we will send you a return label.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.
Gift cards Note: Gift cards expire 6 months from the date of purchase.
How do I return live animals? XYZReptiles does not accept returns on live animals. However, if you have an order issue please contact us and we will resolve it. There are two ways to contact us, the first way is to call us at 305-305-5998 or you can email us at info@xyzreptiles.com.
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