At Exotic Reptiles Marketplace, we take pride in offering an industry-leading Live Arrival Guarantee on all our reptile, amphibian, and invertebrate orders.
Our animals arrive DOA (Dead On Arrival) less than 1.4% of the time, thanks to the health and strength of our animals and our exceptional packing methods.
We guarantee the live arrival of each and every animal we ship, plus a seven-day extended guarantee, giving you a full week of coverage.
What’s Covered?
- Live arrival of all reptiles, amphibians, and invertebrates
- Seven-day extended guarantee after arrival
- Replacement or refund options in case of DOA
Claim Process
- Email us clear pictures of the deceased animal on top of the shipping label within 8 hours of arrival
- Include each animal being claimed in the same photo
- We may request additional photos for verification
Replacement or Refund
If your claim is approved, you have two options:
- Replacement: We’ll ship you a new animal, with discounted shipping costs ($34.99)
- Refund: Immediate refund of the purchase price, less the original shipping cost ($49.99)
Nullifying Factors
The Live Arrival Guarantee is voided if:
- Temperatures at the delivery zip code are below 40°F or above 90°F
- You or an authorized representative are not present for delivery
- You enter an invalid delivery address during checkout
- You don’t contact us within 3 hours of delivery with DOA photos
- The animal succumbs due to negligence or neglect on your part
Accepting the Guarantee
By ordering from Exotic Reptiles Marketplace, you click “Yes” to accept our Live Arrival Guarantee, which is legally binding.
This gives us your digital signature agreeing to the guarantee terms, which we keep on file.
We utilize a collection agency for any unethical chargebacks or disputes that violate these agreed-upon terms.
At Exotic Reptiles Marketplace, your satisfaction is our top priority. Our Live Arrival Guarantee is just one way we demonstrate our commitment to providing healthy animals and exceptional customer service.
If you have any questions, feel free to reach out. We’re here to ensure your experience with us is a positive one.