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TOS/Shipping

****NOTE ----------- WE DO NOT ACCEPT ORDERS FROM AMAZON, ETSY, EBAY, WALMART ETC. RESELLERS.  ANY SUCH ORDER WILL BE CANCELLED AND REFUNDED

 

By making a purchase on our website you agree to the terms and conditions set out below:

 *Promotions & Discounts only apply to products shipped within Canada.

* Boxing Day Sale only applies to Retail Orders - no rainchecks - we cannot apply discounts to previous orders - applies only to orders over $25 before shipping and taxes

AFTERPAY is for RETAIL customers only, WHOLESALE accounts checking out using AfterPay will be cancelled.

Curbside Pickup

Please note you must call us in advance to make an appointment for curbside pickup.

If you are scheduling a pickup for after 5pm for our for Tuesday - Thursday hours you must contact us prior to 4pm so we can make sure someone is available to get your order for you as this is a warehouse location not a walk-in retail store. In most cases we can accommodate same day pickup orders.

PROVIDING CORRECT ADDRESS INFORMATION 

Please make sure to provide your complete and correct address information... a wrong street number, postal code, missing suite or apartment number may cause your package to be undeliverable. In addition, shipping charges for an address correction fee will be billed to you. You will receive an invoice via email if these charges have been applied to your account. If you make any special requests to leave your package in a specific location either at your address or at a neighbors we cannot be responsible for making any claims on your behalf with the shipping company. 

NOTE*****   ReptilesRuS will not be responsible for packages that are left at your door under any circumstances. Should you not be home when a package is delivered we suggest you leave a note for the courier not to leave your packages at your door or arrange for a neighbor to receive your package. Theft of packages has increased significantly since the Pandemic. If you would like to insure your shipment using Fedex or require a signature please contact us for a quote. All Canada Post shipments will be sent via Do Not Safe Drop - should you wish your package to be left outside please leave note in the comments, ReptilesRuS will not be responsible for lost or stolen packages should this be your option.

 

HABISTAT - GLASS FLAT PACK TERRARIUMS SHIPPING INSURANCE

You can select to Insure Habistat Flat-Pack Glass Terrariums at a cost of $12.00 each. ReptilesRuS will Replace any glass Damaged in Shipping, If Glass Insurance is Declined, Glass Damage Will Not Be Covered by ReptilesRuS or the Carrier. You must provide proof that glass was damaged in shipping by providing pictures of all packaging and damage. This is not a glass warranty and does not cover accidental damage after you have received the package from the carrier. This is shipping insurance.

Orders Outside of Canada

We do no cover return shipping on any orders, including warranty or damage claims. The purchaser is responsible for all shipping charges if purchased outside of Canada.

 

SHIPPING / DAMAGE CLAIMS

We will do our best to get your order out the same day if received before 1pm est, otherwise it may be the next business day.

We have no control over shipping carriers and do not Guarantee their advertised shipping times.

ReptilesRuS will not be responsible for lost or damaged packages once shipped, if you would like to insure your package, please contact us for a quote.

If you do not want your packages left without a signature then you must contact us prior to shipment to arrange and pay for the added costs of the selected courier to obtain a signature.

If an item was damaged in shipping. You must notify us within 5 days of receipt. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file has been claimed with the carrier.  Retain the item and packaging, the carrier may send someone to inspect the damage. Glass is not covered under any circumstances.

We reserve the right to select alternate shipping companies at our discretion.

SHIPPING QUOTES

Large / heavy / bulky /odd items can sometimes not be calculated by the automated shipping rate algorithm, you can email us anytime at orders@ReptilesRuS.ca and we would be happy to get a manual shipping quote for you.

NATURAL PRODUCTS

Natural products come in all shapes and sizes and a not exactly as pictures. We will do our best to accommodate requests for specific pieces depending what we have on hand.

 

PAYMENT METHODS

We Accept:

Email Money Transfers

Visa

MasterCard

Visa Debit

Most Credit Cards

***(We no longer accept payments via Paypal)

***(Any Fee's charged to us as a result of your error with payment, credit card charge backs, NSF, will be charged back to you.

 

CANCELING/CHANGING AN ORDER

Once an order is submitted on our online system or over the phone it is a commitment to purchase. We will do our best to accommodate an "after order" request but we take absolutely no responsibility for being able to modify or cancel an order.

Should you wish to cancel an order that is paid via EMT - we will refund the order via EMT however the refunded amount will have the EMT transaction fee deducted from the total refund. A 15% re-stocking fee will apply if order has already been packed. 

 

Glass Products

In the event there is damage to any glass products such as but not limited to Terrariums/Aquariums/Lighting/Lamps, ReptilesRuS is not responsible for items damaged in shipment. There are no carriers that will insure glass, please arrange insurance with your own company if required. Glass products that have been used are not returnable under any circumstances. 

Canada Post REGULAR PARCEL SERVICE

This service does not provide any insurance and ReptilesRuS will not be responsible to file claims should you choose this service, all claims will be denied.  Please choose Expedited Parcel Service whenever possible. 

RETURNS

Natural Products such as Cork, Seed Pods, Wood etc. cannot be returned unless we made an error. This is to prevent any cross contamination.

Retail Sales Only -Unopened items except food items may be returned for a store credit up to 14 days from the purchase date. The customer is responsible for return shipping costs. A 15% Restocking fee will apply to all returns. Shipping Fee's will not be returned. Any product returned must be unopened in its original packaging. Returns will not be accepted without a valid RMA.

Please be sure to send returns via tracked shipping with signature. We cannot be responsible for lost items in shipping. 

 

COUPON/PROMO CODES

• Coupon codes cannot be applied after order is submitted.

Not all items can be used with coupon codes. You will be advised at checkout or you may contact info@ReptilesRuS.ca and inquire if the product you are interested in is eligible.

Promo codes cannot be applied after order is submitted.

Coupons only apply to in stock items.

No Rain Checks

Coupon Codes Do Not Apply to Wholesale Accounts

Promo/Coupon Code redemption:

• Promo Codes can only be redeemed online.

• You must be 18 years or older to redeem a promo code.

• Void where prohibited by law.

• Only one (1) promo code may be redeemed per user account/per household/ per promotion.

• Promo codes are redeemable on select merchandise only

• Promo codes may require a minimum dollar value purchase.

• Promo codes are not valid on product(s) in pre-order status at the time of order or on wait list reservations.

• Promo codes cannot be used in combination with other discounts, coupons, promotions, shipping specials or other promo codes.

• Even if a code is accepted at check out, all orders are reviewed by the ReptilesRuS Customer Support team prior to fulfillment. If orders are deemed in violation of any of these Terms and Conditions, they will be adjusted accordingly.

• Promo codes cannot be applied after order is submitted. 

Expiration Dates:

• Promo codes are strictly free promotional voucher codes with no monetary value. They have an expiration date.

• Code may expire on the specified expiration date, at any time (EST) – regardless of the physical time zone/location of the code holder. (EST) We strongly suggest using your code PRIOR to the expiration date.

Promo code values:

• Promo codes have no cash value and may not be redeemed for cash.

• ReptilesRuS reserves the right, without further notice to the holders of the promo codes, to modify the terms and conditions for use of the promo codes, or to suspend or cancel the promo code program in whole or in part.

 

GENERAL TERMS OF USE FOR THE REPTILESRUS PLATINUM REWARDS PROGRAM

 

• Applies to Retail Customers only
• Dry Goods Only at this time
• Valid only on ONLINE orders
• Points cannot be added for purchased prior to the start date of the program

Welcome to the ReptilesRuS Platinum Rewards Program, which offers privileges to members using the ReptilesRuS.casite, and is offered by ReptilesRuS(“Company”). Please note that members might receive tailored content in the future related to their previous purchase habits.

PROGRAM ELIGIBILTY AND REGISTRATION

• Customers can join the ReptilesRuS Platinum Rewards Program at any point throughout the calendar year and will be referred as “Member” or “Members”.
• Joining the ReptilesRuS Platinum Rewards Program (the “Program”) is free of charge, and no purchase is required.
• The Program is open to individuals who are residents of Canada who have reached the age of majority in their province/territory of residence.
• Membership is reserved for individuals only. To register for the Program, you must create an account via the ReptilesRuS website (the “Account”). To do so, visit ReptilesRuS.ca and click the ReptilesRuS Platinum Rewards Program content displayed, then follow the instructions on the screen and submit all information required, including your full name and email address. To participate, you will have to accept the terms and conditions by checking a box.

The personal information collected through your Account is required to manage your purchases and the Program and will be managed in accordance with our Privacy Policy. Once the Account is opened, you will be a member of the Program (hereinafter referred to as “Member”). For more information regarding the information we collect and how is used and stored, please read our Privacy Policy. To create an Account and participate in the Program, you need to read and agree to our Privacy Policy which describes how your personal information will be collected, used and stored.

By accepting the terms and conditions and joining the Program, Members agree to be bound to these General Terms (the “Terms”), and any modifications we might make thereto from time to time, subject to the terms of the “MODIFICATION OR TERMINATION OF THE REPTILESRUS PLATINUM REWARDS PROGRAM” section below.

Each Member will be assigned a My Rewards Page, accessible via their Account. Access to this My Rewards Page allows Members to view their profile and their benefits as part of the Program.

Membership participation is a privilege subject to the Terms. You cannot transfer membership or any of the benefits of membership to another Member or individual. Allowing any access to your Account by a third party is strictly prohibited.

You agree to be entirely responsible for any activities that occur with the use of your Account and agree that you will not share your password with anyone. You also agree to contact us immediately if you have reason to believe that the confidentiality of your Account or your password has been compromised. Finally, you agree to sign out of your Account at the end of each visit. Company reserves the right to change passwords at any time to help protect the security of the ReptilesRuS.ca site. We are not responsible for your failure to comply with this provision, or for any delay in shutting down your Account after you report a breach of its security to us.

• Only Eligible Purchases made via ReptilesRuS.ca count towards the Program.
• Company reserves the right to invalidate Points if it determines, in its sole and absolute discretion, where such Points were improperly credited or obtained fraudulently, or in a manner not described in these Terms.
• Points will expire after one (1) year (or more) of inactivity on the Member’s Account. If, prior to the expiry, the Member reactivated the Account (e.g. by earning or redeeming points), that would reset the clock, and the Cashback dollars will not expire until there had been another contiguous period of inactivity.
• If you return the total or a portion of your purchase, or if the total or portion of your order is cancelled by ReptilesRuS.ca, the points earned from the items returned will be deducted from the Member’s Account.

GENERAL PROGRAM TERMS

Members acknowledge and accept the features and limits of the Program functioning and information processing system used to administer the Program. In particular, technical malfunctions may occur, for reasons, such as, but not limited to, electrical surges, occasional failure of electronic components, or software programming or design errors that are entirely or partially involved in the Program’s functioning. Company is not responsible for such issues.

In all cases where Company reasonably believes that points may be unduly credited to or debited from a Member’s Account by, for instance, due to a technical malfunction or as a result of the Member’s violation of these Terms, any credit or debit will be cancelled by Company in its absolute discretion, without the Member being able to claim or demand any compensation or reparation. If you believe that your Account has been the subject of an error in this regard, please contact us.

Members are responsible for ensuring that earned Points are properly credited. If a Member believes that Points have been earned, but not properly credited, such Member may be required to submit documentation or other proof satisfactory to Company. Any claim for Points that have not been credited must be received by Company within 12 months after the Member believes the Points were earned. Points cannot be earned on past orders prior to enrollment.

Company is not responsible for any direct or indirect damages associated with a technical malfunction or any suspension, temporary or permanent, of the benefits of the Program.

MODIFICATION OR TERMINATION OF REPTILESRUS PLATINUM REWARDS PROGRAM

Company reserves the right to cancel, suspend, modify or amend any part of the Program or these Program Terms at any time. This means that the accumulation of Points does not entitle Members to any vested rights with respect to Company, rewards or benefits. Without limiting the generality of the foregoing and to the fullest extent permitted by applicable law, Company reserves the right to: (i) modify Program eligibility, participation, or membership requirements; (ii) modify the way in which Points are earned, redeemed, retained, or forfeited, including amongst other things the earn and redemption rates and what constitutes an Eligible Purchase; (iii) add, withdraw, limit, modify or cancel any other reward or benefit that may be available under the Program, and/or (iv) otherwise restrict the continued availability of Points.

Company reserves the right to sell or transfer all or part of the Program to an affiliate / parent company or to a third party due to merger or other corporate reorganization.

The Program may be suspended or terminated without prior notice. In case of suspension or termination of the Program for any reason whatsoever, Company will have no liability to Members and will be automatically free of any claim by Members regarding said suspension or termination.

If a Member decides to close their Account, they are choosing to terminate their agreement to this Terms, and they must use their remaining Cashback dollars before doing so, otherwise, as Member will no longer have access to their Cashback dollars upon closing the Account and termination. Once the Account is closed, there is no way to redeem lost Cashback dollars and they will be considered forfeited.

LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, ReptilesRuS shall not be responsible for any website or app failure, or any technical malfunctions with the server, equipment, Internet, system or any other technological issues.

By joining the Program you agree, to the fullest extent permitted by applicable law, to release and discharge Company, our parent company, affiliates and representatives, our officers, directors, agents, representatives and successors from any loss, liability, claim, demand, damage or expense asserted by any person or entity including, without limitation, relating in any way to the Program.

 

Live, Healthy Arrival Guaranteed

Live, 100% Healthy arrival is guaranteed unless otherwise noted. The only two "rules" are that temperatures must be safe and someone must be available to sign for the package on the first delivery attempt. 

If there was a case of a DOA or unhealthy arrival you must notify us within 4 hours of receipt. In this extremely unlikely event, photographic proof will be required. We reserve the right to replace the animal or apply a store credit for the cost of the animal. We do not refund shipping costs. All shipping costs are the buyer’s responsibility.

7 Day Health Guarantee - Excludes Wholesale Orders

Your new reptile is guaranteed to be in 100% perfect health for 7 days. 99% of the animals we sell are produced here and we know they are in perfect health when they leave here.

1. Do not delay in asking for assistance!!

In the event that an animal begins to exhibit signs of a health issue, please contact us within 4 hours so that we can try to help you remedy the problem before it is too late. This is very important, and failure to do so WILL void your guarantee.

2. Expired Animals

In the event that an animal needs to be replaced, a photograph of the deceased animal will be required. This is something we will ask of all customers so that we can get 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 7 days of the original ship date. Claims made after 7 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. Gecko Feeding Issues Excluded

Crested and gargoyle geckos must be provided with a proper diet. We offer our geckos Pangea PFM diet, so we cannot guarantee our geckos will eat other products when they first arrive. We also offer live insects 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 have used.

HEALTH ISSUES OR DEATHS RELATED TO OVERHEATING WILL VOID ALL GUARANTEES.

 

Shipping Address Must Be Correct

Orders will ONLY be shipped to the address listed as the shipping address in your order. Please be sure the information you enter as the shipping address is entered correctly, and please be sure that is the address your order is supposed to ship to. We cannot be held responsible for deliveries made to the address you provided. Please take the time to double check what you enter is correct.

 

Gecko Tails

Geckos drop their tails from time to time, often for no apparent reason. This is a natural occurrence and most hobbyists do not consider it a defect. In fact, we do not generally discount high end geckos that have dropped their tails. As such, we cannot be held responsible if tails are dropped during shipping. 

Guarantee on Sex Determination

When any animal is sold as a male or female, we 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, we 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

Orders that have not been shipped within 90 days of the date they were placed are considered abandoned. Abandoned orders that have been paid in full are subject to a 50% restocking fee, and the remaining balance will be issued store credit only. Abandoned orders that were on a payment plan will be cancelled, and all deposits forfeited as per our terms.

In the event weather is preventing safe shipment within the 90 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.

If your order is close to passing the 90 day mark, and your weather doesn't look safe, it is important that you get in touch with us, so that we can make plans to get your reptiles to you safe and sound.

 

Payment Plans

We sometimes will agree to do payment plans on large orders, but only with a 25% or more non-refundable deposit. The only catch is that a payment plan must be adhered to exactly as agreed upon up front. Payments made, both the deposit and installments, are non-refundable. Broken payment plan agreements will not be issued any refunds or store credit, regardless of the reason given. This is the only way we can offer payment plans, as we need to be absolutely certain that an animal is spoken for once it is marked sold. Please make sure you understand that payments made on a payment plan will not be refunded or applied to the purchase of other animals.

 

Live Animal Shipping Terms

We only guarantee live arrival when temperatures are between 32F and 85F.

 

ALL LIVE ANIMAL PURCHASES ARE FINAL - There will be no refunds under any circumstance, NO EXCEPTIONS.

By ordering a reptile from this website you are agreeing to our "All Sales Final" policy.

Animals that arrive DOA or with health problems will be replaced or store credit will be issued at our discretion. Again, no payments will be refunded under any circumstances.

 

A Note About 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. Photograph of geckos are taken when they are "fired up" and looking their best, but they do not always cooperate.

Because of these factors out of our control, we regretfully cannot offer refunds due to misinterpretation of color.

*** By making a purchase from our website, either wholesale or retail, you will not list our products to sell on Amazon, EBay, Kijiji, Walmart or other similar platforms.

We reserve the right to refuse sales to anyone.

We reserve the right to revoke authorized reseller status to anyone or any company.

We reserve the right to modify shipping methods at our discretion, this will generally only be done as a benefit to the customer as the carrier selected may not be appropriate.