FREQUENTLY ASKED QUESTIONS
Do you offer safe and secure checkout?
At Reptiles Lounge, we take your security and privacy seriously. When you submit sensitive information via our website, your information is protected both online and offline. To securely process your payment, we use industry leading payment processors including PayPal and Stripe. When you send sensitive payment information via our website, that information is encrypted using industry-standard encryption protocols including SSL Certification. Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted securely. During the checkout process, you can verify this by looking for a closed lock icon at the bottom or top of your web browser, or looking for "https" at the beginning of the address of the web page.
What is your return policy?
We care about your critters!!! Our 30-Day Money Back Guarantee: If you're unhappy with your purchase you may return it for a refund, exchange or credit. All returns must be made within 30 days from date of purchase.
Details: Items MUST be in original packaging for a return. 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: A 20% restocking fee is applied for refunds. Original shipping charges are not refundable. Customer is responsible for paying the cost to return the items.
Due to health/regulation situations, some items are NOT returnable. View full returns policy here for details.
What are the shipping options?
Most orders will ship for a flat fee of $12.99 for Standard (4-8 business days from date of shipment), which means you can load up your cart and shipping will only be $12.99 to ship the whole thing!
If you order over $200 of stuff, shipping is always FREE.
All orders will always be trackable once shipped
Note: Shipping is typically via FedEx, but USPS services may be utilized. Standard shipping typically uses FedEx SmartPost which may handoff to the USPS for final delivery. Expedited will usually be FedEx Ground but may be USPS Priority Mail depending on sizing and weight of the order.
When will my order ship?
Depending on when your order was placed, typically orders ship out within 1 to 2 business days. Business days are M-F (not weekends, not holidays). Once the shipping department has sent out your item, we will update your order and add a tracking number that will be sent to you in an email.
What do I do if I never received my order?
Uh oh! Well first let’s check the tracking number. If it’s still in transit, we’ll get in to touch with the shipping carrier (likely FedEx, see Shipping Policy) so we can see what the heck is going on and go from there. We’ll always do everything in our power to get your situation take care of. Note: Shipping carrier insurance coverage does not cover replacements for theft, so please keep up to date with your estimated delivery date (provided by the shipping carrier when you track your order) to make sure you’re home for delivery.
What do I do if I received a defective order?
Of course issues can happen in transit: maybe the shipping carrier roughed up the box a bit and your item arrived broken, or maybe the manufacturer of the item forgot a crucial part inside the box. Whatever the case, let us know if you have any issues with the items you ordered within 30 days of getting them delivered to your door. We’ll be glad to get you situated!
How do I make changes to an order I’ve already placed?
Typically we send the order fulfillment request within MINUTES to our shipping department and once it has begun to process, the system will not allow changes to ensure timely and efficient processing. If you need to make a change to your order please email us at firstname.lastname@example.org and if your order has not been sent to the Shippijg department to process, we can help make the change.
Where are you located?
Our headquarters are located in Melbourne FL and we have warehouses located in California, New York, and Texas. This allows us to make sure we’re offering you our best service,
How is the product made? Where do the materials come from?
Each company we carry (Exo Terra, Rep-Cal, Zoo Med, Fluker’s) is a respected manufacturer in the reptiles supply industry. They each rigorously test their items and ensure they meet or exceed the standards needed by reptile professionals everywhere. Each company follows its own procedure and has its own unique development protocol, but you can’t eat assured that each company goes above and beyond to make sure your reptile or amphibian gets what it needs and more. A handful of products may use materials may be sourced from around the globe, as some locales have better options for specific products (certain kinds of wood, etc). These are all still made to rigorously strict standards and are inspected and cleared upon import.
How do I contact your company if my question isn’t answered here or on your policy page?
Feel free to email us at email@example.com or leave us a message at (415) 952-6490
Does your company support any reptile charities?
We’d dedicated to conservation efforts around the globe. We support organizations that are going above and beyond to ensure that wild populations are being maintained and monitored, while also taking steps (legally and socially) to ensure that the pet trade is continued responsibly, ethically, and fairly. Some of these organizations include: USARK, Herpetological Conservation International. Read more about our charity efforts here.