Every animal purchased including tortoise for sale , turtles for sale, panther chameleons for sale, geckos for sale, and any other animal purchased here at Reptilesheaven.com comes with a full 21 days Health Guarantee.  In order to receive this guarantee, we simply request that you review the care sheet that comes with your new reptile for sale that you purchase.  If your new reptile for sale does pass away within 21 days, we will replace it, once the following information is provided: Proof of correct habitat with photos (photos of the habitat, the heating element, UV light, proper substrate and food/water access.  If any reptile that we sell does pass away within the 21 days window, we will replace the animal for free, minus shipping.  You will responsible for the cost of shipping ONLY if a replacement reptile is sent.  Keep in mind we  rarely  have this happen, but it is important to verify proper care when replacing the animal. We ship Monday thru Friday via  FedEx Overnight and your shipment will be require a signature at time of delivery and normally will arrive before noon.  A tracking # will also be emailed the evening of shipment from FedEx to the email you supplied when completing your purchase.

Notification of any issue must be made within 2 weeks of delivery in the rare case of a DOA and within 5 days of arrival if claiming under the 1 month health guarantee. Either guarantee requires without any exceptions that you supply several digital pictures (3 angles) of the reptile from the side and from the top belly down. Keep Your Box!!! – All of these photos MUST be taken on top of the box with the Fedex Label visible next to the animal (NO EXCEPTIONS under any circumstances). You may send notification, photos and claim by TEXT ONLY 24 hours, 365 days a year. Live Arrival Guarantee is only provided when a shipment has been signed for on the first delivery attempt. It is mandatory that you be there and sign for your delivery.

Any guarantees are void if you do not house the reptile, amphibian, tarantula or scorpion in a proper environment (ie. Keeping a Bearded Dragon in a Tupperware container is not acceptable). This includes housing the animal or amphibian with proper heating, lighting, bedding and accessories. We will ask for a photo of your complete setup if a live animal guarantee claim is made.

Reptiles Heaven uses the best standard of packaging to ensure that your reptile  will make it to you in top condition. However, should the rare event of a DOA occur Reptiles Heaven will replace the reptile but shipping costs will be the responsibility of the customer. Under no circumstances are any animals or insects returnable or refundable… in the event of a live animal claim, replacement or store credit are the only options. We are NOT responsible in any way for carrier delays of Fedex, USPS or UPS.

NO CANCELLATION POLICY
Once a live animal order is placed, it is a commitment to purchase. We cannot under any circumstances cancel a live reptile order. Our workflow absolutely prohibits the ability to cancel so be sure you are certain of what you are purchasing before you submit your order. Thank you.

SPECIAL NON-GUARANTEED SHIPPING DAYS
Dec 21 & 22 are the Last Ship Days before Christmas and Fedex has extremely high volume. On these days there are No Animal Guarantees Provided. Shipping on one of these days is 100% at your own risk.

SEXING REQUESTS AND OPTIONS
All sexing is completed by extremely capable and experienced staff, however no gender identification is 100% so we use “best efforts” to provide you with the gender you order but there are no implicit guarantees on this service. When you pay $10 for our sexing service, we provide our “best efforts” to determine the gender of the animal. However, in the event you receive an animal that is not the gender you requested we cannot, under any circumstances refund, exchange or compensate you in any way. We appreciate you understanding the complexity that often goes with identifying the sex of many animals.  

SIZING
Sizing is always approximate, terms such as hatchling, baby, small, medium, large, juvenile, sub-adult or adult are used as guides and points of reference only. However, all animals grow at different rates so there may be differences in the size of the animal you receive. There are never any guarantees on the actual size of an animal shipped.

FEEDER INSECT POLICY:
NOTE: While we use proper packaging methods and boxes for live insects there are no live arrival guarantees on any live feeder shipment that goes via priority mail. If you would like a guarantee we have an option to overnight deliver your insect shipment for $30. Please contact us and we will invoice you for the overnight fees.

When you order a reptile from Reptiles Heaven you are going to get a healthy top quality pet. However, it is up to you to educate yourself on how to care for your new pet. Often, small changes in the reptile, frog or insect’s environment will correct or prevent health issues. When an issue appears do not wait to attempt to correct it as even a single day could make a major difference.

If you ever have a question about a pet you purchased from us with regards to heating, lighting, enclosures, diet, etc. we are more than happy to provide you with our expert advice. However, we are not veterinarians and cannot prescribe or provide you with a consultation on medications. If your pet is ill you should visit your local veterinarian who specializes in reptiles and exotic creatures.