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 unopened, unused, and in its original undamaged packaging. Due to likelihood of damage in return shipping, ReptiChip will not accept returns on lighting or heating bulbs of any type or Rack/Cage systems.

To initiate a return request, please submit a Return Request Form. If your return is accepted a return authorization will be issued and a shipping label will be sent to the email address provided in this request. The cost of the return label will be deducted from the refund credit once the item(s) are delivered and inspected. Items sent back to us without a return authorization will not be accepted or refunded.

Returns Due to Customer Error (Ordered Wrong Item)

Returns requested because a customer ordered the incorrect product, size, or variation are subject to a 10% restocking fee in addition to the return shipping fee. Both the restocking fee and the cost of the return label will be deducted from the total refund amount after the item is received and approved for return.

Please review all product descriptions carefully before placing your order to ensure compatibility with your setup.

Damages and issues

Damage claims must be made within 24 hours of receiving a damaged item. Please inspect your order upon arrival and complete a Damage Claim immediately if the item is defective or damaged. A return authorization will be issued for approved claims, and a carrier label will be sent to return damaged products. When the damaged product is received at our warehouse, a replacement product may be sent or a refund issued.

Important: If a customer initiates a damage claim directly with the carrier, ReptiChip will not issue a replacement or refund. Once a claim is opened by the customer, we lose all visibility into the claim process and cannot assist or intervene. To ensure full support and resolution, please contact ReptiChip first so we can handle the claim on your behalf.

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.

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, and we will contact you for further information. 

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. 

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.