Return Policy

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)

If a return is requested due to the customer ordering the wrong product, size, or variation, a 20% restocking fee will apply. Additionally, the cost of return shipping will be deducted from the refund amount. These deductions will be applied once the returned item is received and approved for return.

For large or bulk returns, customers may be responsible for purchasing their own return shipping label. In such cases, only the 10% restocking fee will be deducted from the refund.

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 replacement or a return authorization may be issued for approved claims. If a return authorization is issued, 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.

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.

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.

Once a package is marked as delivered by the carrier, the order is considered fulfilled. ReptiChip is not liable for lost or stolen packages after delivery has been confirmed, and refunds or replacements will not be issued for items marked as delivered. Customers who suspect theft are encouraged to file a police report and/or contact the carrier directly.

Important: If a customer initiates a damage or loss claim directly with the carrier, ReptiChip will not issue a replacement or refund. Once a claim is opened by the customer, ReptiChip loses all visibility into the status and outcome of that claim and cannot intervene or assist further. To ensure full support and resolution, we strongly recommend contacting ReptiChip first so that we can handle the claim process on your behalf.

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.