Imperial Exotic Reptiles Return Policy

At Imperial Exotic Reptiles, customer satisfaction and the well-being of our reptiles are our top priorities. Our return policy is designed to ensure that every customer has a positive experience while maintaining the highest standards of care for our animals. Please review our return policy below:

Live Arrival Guarantee

  • Coverage: We guarantee the live arrival of all reptiles shipped by Imperial Exotic Reptiles.
  • Conditions: To qualify for the live arrival guarantee, customers must:
    • Be present to receive the package on the first delivery attempt.
    • Notify us within 1 hour of delivery with any issues regarding the health or condition of the reptile.
  • Resolution: In the event of a DOA (Dead on Arrival) or health issue:
    • Contact us immediately with detailed information and photos.
    • We will work with you to either replace the reptile or provide a refund.

Health Guarantee

  • Duration: Our health guarantee covers the reptile for 7 days from the date of arrival.
  • Conditions: To ensure the health guarantee is valid:
    • Proper husbandry and care must be maintained, as per the guidelines provided by Imperial Exotic Reptiles.
    • Any health issues must be reported to us within the 7-day period.
  • Resolution: If a health issue arises within the guarantee period:
    • Contact us with detailed information and photos.
    • We will provide guidance on care and treatment, and if necessary, offer a replacement or refund.

Returns and Refunds

  • Eligibility: Returns are accepted under the following conditions:
    • The reptile arrives DOA or with a significant health issue.
    • The customer contacts us within the specified timeframes.
  • Non-Eligibility: Returns are not accepted for:
    • Changes of mind or personal preference after purchase.
    • Issues arising from improper care or husbandry.
  • Process: For eligible returns:
    • Contact us to discuss the issue and provide necessary documentation (photos, videos, etc.).
    • We will provide instructions for the return, replacement, or refund process.

Shipping Costs

  • Initial Shipping: The cost of shipping the reptile to the customer is non-refundable.
  • Return Shipping: If a return is authorized due to DOA or health issues, Imperial Exotic Reptiles will cover the cost of return shipping.
  • Replacement Shipping: If a replacement reptile is sent, we will cover the cost of shipping the replacement.

Important Reminders

  • Acclimation: Allow your new reptile time to acclimate to its new environment before handling excessively.
  • Care Guidelines: Follow the care guidelines provided to ensure the health and well-being of your reptile.
  • Documentation: Keep detailed records and photographs of your reptile’s condition and environment, particularly if any issues arise.

Thank you for choosing Imperial Exotic Reptiles. We are dedicated to providing the best possible experience for both our customers and our reptiles. If you have any questions or need assistance, please do not hesitate to contact us.