Customer Service

Contact Us |  Ordering |  Shipping |  Returns |  Privacy/Security 

 

CONTACT US

COMPANY HEADQUARTERS
San Francisco, California
(888) 850-0309
Email: [email protected]
reptileslounge.com


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ORDERING

PAYMENT OPTIONS
We offer a variety of secure payment options to make it safe and convenient. We take all major credit cards including American Express, Visa, Mastercard, Discover, Diners Club, and JCB. We also accept PayPal, Amazon Payments, and Apple Pay.

CANCELING/CHANGING AN ORDER
Once an order is placed 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. Before an order is fulfilled, customers can change orders through their account by clicking "Cancel or Edit" button next to the applicable order.

PROVIDING CORRECT ADDRESS INFORMATION
Please make sure to provide your complete and correct address information. A wrong street number, missing suite or apartment number or incorrect zip code may cause your package to be undeliverable. In addition, FedEx charges an address correction fee which will be charged to your credit card on file. You will receive an invoice via email if these charges have been applied to your account.

INTERNATIONAL ORDERS
We do no accept most international orders at this time. If you would like to make an order over $500, please reach out to us and we may be able to make special accommodations.

Some items such as glass aquariums are also unable to ship internationally. Some product warranties do not provide coverage outside of the U.S., and some products may not be exported under any circumstances due to manufacturer's restrictions or U.S. law. Reptiles Lounge makes no representations regarding warranty coverage, compatibility or serviceability for products that are used outside the U.S.


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SHIPPING

WHERE WE SHIP
We ship across the contiguous 48 Unites States. At this time we do not ship to Hawaii, Alaska, PO Boxes, APO, FPO or DPO addresses. Please contact us if you would like gifts shipped outside the contiguous 48 United States.

FREE SHIPPING ON PRODUCT ORDERS $100 OR MORE
Simply add products to your cart and if your order subtotal is $100 or more your Shipping & Handling cost will be FREE. This applies to most items, unless otherwise noted on the product page. 

SHIPPING COSTS
As long as your order doesn't contain heavy/large items you'll receive our standard shipping rate as follows:

  • Most Product Orders over $100 - FREE
  • FedEx SmartPost* (5-8 Business Days) - $9.95 flat rate.
  • FedEx Ground (2-5 Business Days) - $13.95
  • Orders outside the contiguous US - Contact us at [email protected]

  • *Note: Our standard shipping method is serviced by FedEx SmartPost an economical solution that utilizes the U.S. Postal Service (USPS) for final delivery.

     

    SUPPLIES V. LIFESTYLE PRODUCTS
    We carry two types of products: reptile and amphibian supplies as well as lifestyle products, including books, home goods, apparel, art, and commissioned work.  Given our lifestyle products represent independent stores, the price of shipping may differ or not qualify for the flat rate. This will be noted on the product page. 

    SHIPPING TIME
    Most product orders received by 12 PM PST Monday through Friday ship the same day. We offer Free Shipping on most product orders $100 and over. 

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    RETURNS

    If you are not completely satisfied with your purchase please return it for a refund, exchange or credit. All returns must be made within 30 days from date of purchase. Any product not in original packaging or in sellable condition will not be eligible for a return. Additionally, return items that are received back damaged are not refundable. Please make sure to insure your return as you are fully responsible for making any claim to the shipper you used for the return.

    Please Note: 10% restocking fee is applied on all refunds, but is waived for house credit returns. Original shipping and/or handling charges are not refundable and shipping costs for the return of any item/s is the full responsibility of the customer.

    TO COMPLETE A RETURN
    You must email [email protected] indicating the item(s) you need to return. If the item is damaged, KEEP ALL SHIPPING MATERIALS AND BOXES and email a photo of the damaged item and shipping box to [email protected]

    WARRANTY ITEMS
    All equipment is guaranteed up to 30 days. Beyond 30 days all products are covered by the manufacturer.

    NON-RETURNABLE ITEMS
    Under no circumstances are the following items returnable: Acrylic/Glass/Screen/Mesh/Metal/Wooden Habitats, Stands, Screentops/Canopys, Sump Tanks, Aquariums, Incubators, Rodent Cages/Bottles, Heat Tape/accessories, Bedding/Substrates, Medications, Vitamins or Vitamin Powders, Foods, Wood Products, Leashes or any item that the website indicates as Not Returnable.

    MISSING/INCORRECT/DAMAGED MERCHANDISE
    These items must be reported by the next business day. After the next business day, we cannot be held responsible. You MUST keep all your packaging materials and original shipping box with FedEx label in order for us to file a claim. Failure to do so will forfeit any damage claim. KEEP ALL SHIPPING MATERIALS AND BOXES. Email a photo of the damaged item and shipping box to [email protected].
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    PRIVACY

    At Reptiles Lounge, we value our customers. We respect your privacy and we do not sell or rent your personal information. We collect information to continually improve your shopping experience and to let you know about new products, contests and coupons.

    Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you emails based on your request for information and to contracted service providers for purposes of providing services relating to our communications with you.

    If you have received unwanted, unsolicited email sent via this system or purporting to be sent via this system, please forward a copy of that email with your comments to [email protected] for review.

    WHY DID YOU RECEIVE AN E-MAIL FROM US?
    If you received a mailing from us:
    Your email address is either listed with us as someone who has expressly shared this address for the purpose of receiving information in the future or you have registered or purchased from our company

    HOW CAN YOU STOP RECEIVING E-MAIL FROM US
    Each email sent contains an easy, automated way for you to cease receiving email from us, or to change your expressed interests. If you wish to make modifications, simply follow the instructions at the end of any email.

    If you have received unwanted, unsolicited email sent via this system or purporting to be sent via this system, please forward a copy of that email with your comments to [email protected] for review.
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    SECURITY

    Reptiles Lounge developed an on-line commerce environment that is safe, easy, and respectful of our customers.

    The site was developed to support secure on-line purchasing through 128 bit secure socket layer (SSL).