Store Policies

POLICIES

Important info about shipping, returns, and more...

COVID-19 NOTICE: Shipping Delays - FedEx has been having some delays in shipping due to higher volumes. As a result orders can be delayed for a few extra days beyond this normal time estimate. Thank you for understanding. We hope all our pet parents and their pets stay safe.

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 sometimes we won't be able to modify or cancel an order because we've already sent the request over to our shipping department.

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. 

WHERE WE SHIP
We ship across the contiguous 48 Unites States. At this time we cannot ship to Hawaii, Alaska, PO Boxes, APO, FPO or DPO addresses. Sorry about that! :(

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
Most orders will ship for a flat fee of $9.95 for Standard (4-8 business days from date of shipment), which means you can load up your cart and shipping will only be $9.95 to ship the whole thing!

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. 

PRE-SHIPMENT TIME
Processing time can vary depending on the time of year, but most orders ship after 1-2 business days (M-F). Anything ordered around major holidays will likely experience demand-delays that may add 3-4 days to your processing time before your items ships. This is unavoidable due simply to a higher-than-usual demand around those times.

Note:
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. 


We care about your critters!!!

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.

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: For some items, a 10% restocking fee is applied for refunds. Restocking fees are waived for house credit returns. Original shipping charges are not refundable.

TO COMPLETE A RETURN
Kindly email support@reptileslounge.com indicating the item(s) you need to return and then we'd be happy to get the return process started. If the item is damaged, refer to the "missing/damaged" section below.

WARRANTY ITEMS
All equipment is guaranteed by us up to 30 days. Beyond 30 days all products default to being covered by the manufacturer, and each warranty will differ depending on manufacturer.

NON-RETURNABLE ITEMS
Due to health/regulation situations, the following items are NOT 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
Oh no! Sometimes shipping can go bananas and you get your items damaged. NOT TO WORRY! :) Please report damaged items by the next business day, after which we can't guarantee that we can 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. Kindly email a photo of the damaged item and shipping box to support@reptileslounge.com and we can get the replacement process rolling!


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 support@reptileslounge.com for review.

For more details, view our entire privacy policy: click here.

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 support@reptileslounge.com for review.

SECURITY

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

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.