Returns

Returns are accepted for 30 days after delivery of the order. To be eligible for a return, you must have purchased your item through our website. Your item must be in the same condition that you received it, unworn or unused, in its original packaging. Due to likelihood of damage in return shipping ReptiChip will not accept returns on light bulbs of any type or Rack/Cage systems.

To initiate a return request, please submit a Return Request Form. If your return is accepted, you will be provided a return address and will have the option to a) purchase a shipping label to return the items, or b) to request that a shipping label be sent to you. For option b, the cost of the return label will be deducted from the refund credit once the item(s) are delivered to the return address provided. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged items will require several photos: a photo of the box that the item was received in, a photo of the label, and a photo of the damages to the product). To initiate a Damage Claim, please submit your report here. If your report is accepted, a carrier label will be sent to return damaged products. When the damaged product is received at our warehouse, a replacement product will be sent or a refund will be issued.

Due to the risk of damage/loss to racks and cages being shipped back and the significant loss of our initial shipping and packing expenses we cannot accept returns on these items. Racks and cages are guaranteed to arrive in good condition. If there has been damage to your shipment in transit please inform us immediately by completing the Damage Claim report. Refund or replacement of the damaged product will be at ReptiChip discretion.

Faulty Products

If you believe your product is faulty, please fill out the Return Request Form and select “The product was faulty” as the reason for return, along with the “Send me a label” option. Once the product is received at our facility, it will be tested. If the product is determined to be defective, a full refund will be issued. If the product is found to be fully operational, a refund will be issued minus the cost of the return shipping label.

Shipments lost by carrier

ReptiChip will replace orders that have been lost by the carrier if the order is not marked as delivered within 10 business days. 

Orders that are marked as delivered by the carrier are the responsibility of the buyer; refunds/replacements will not be issued for items that are marked as delivered by the carrier. Customers are encouraged to file police reports for delivered items that are suspected to be stolen; however, ReptiChip is not liable for packages once they are marked as delivered by the carrier. 

Refunds

Once we have received and inspected your return your refund will be processed immediately. Please allow 2 to 3 business days for the credit to be posted to your banking account.