CREATING AN ACCOUNT
Click on MY ACCOUNT and follow the steps
Large / heavy / bulky /odd items can sometimes not be calculated by the automated shipping rate algorithm, You can email us anytime at order@ReptilesRuS.ca and we would be happy to get a manual shipping quote for you.
We Accept PayPal and Email Money Transfers
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.
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.
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.
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.
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.
• 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.
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.
Fedex ground is a next day service - there is no same day shipping with Fedex Ground.
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 advise us in the order notes, We will add the extra cost to you order.
We reserve the right to select alternate shipping companies at our discretion.
Live, Healthy Arrival Guaranteed
Live, 100% Healthy arrival is guaranteed unless otherwise noted. The only two "rules" are that temperatures have to 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 buyers 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're 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's 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've 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.
Geckos drop their tails from time to time, often times for no apparent reason. This is a natural occurrence and most hobbyists do not consider it a defect. In fact, we don't 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.
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.
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’re able to 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 don't always cooperate.
Because of these factors out of our control, we regretfully cannot offer refunds due to misinterpretation of color.
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.