Live Arrival & Seven-Day Extended Guarantee

At Reptile Harbour, we take immense pride in the health and quality of our animals. While DOA (Dead On Arrival) occurrences are extraordinarily rare—happening less than 1.4% of the time—we provide an ironclad guarantee to give you peace of mind.

Our guarantee covers all reptiles, amphibians, and invertebrates for live arrival plus a full seven days of coverage following delivery.

Claim Process

In the unlikely event that an animal arrives deceased or perishes within the seven-day window, you must follow these steps to open a claim:

  • Documentation: Take a clear photo of the animal(s) placed upside down on top of your shipping label.
  • Visibility: Every animal being claimed must be clearly visible in a single snapshot.
  • Submission: You must contact us with these photographs within three hours of delivery or pickup.

Resolution Options

Once your claim is approved, you may choose one of the following:

  1. Replacement: We will ship a replacement animal. The customer is responsible for a discounted shipping fee of $34.99.
  2. Refund: We will issue an immediate refund of the purchase price, less the original shipping cost ($54.99).

Nullifying Factors

To keep our guarantee valid, please be aware of the following conditions that will void coverage:

  • Extreme Weather: Coverage is void if temperatures in your zip code are below 40°F or above 90°F on the day of delivery. Please check your local forecast before ordering.
  • Missed Delivery: You or an authorized representative must be present for the first delivery attempt. If held at a facility, the package must be picked up within four hours of arrival.
  • Inaccurate Info: Providing an invalid delivery address voids the guarantee.
  • Refused Shipments: Any delivery refused for any reason is ineligible for a refund or replacement.
  • Carrier Delays: Reptile Harbour is not responsible for carrier delays or staffing issues at FedEx/UPS/USPS. Shipping costs are non-refundable.
  • Neglect: Animals that perish due to customer negligence or improper care are not covered.

Important Notes

  • Representative Photos: Images on our website represent the species. Receiving an animal that is not identical in color or pattern to the website photo is not a valid reason for a claim.
  • Missing Items: If an item is missing from your order, we will issue a refund for that item upon claim approval.
  • Digital Signature: By completing your purchase at Reptile Harbour, you provide a legally binding digital signature agreeing to these terms. We take unethical chargebacks seriously and utilize collection agencies for disputes that violate these agreed-upon terms.

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