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, 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

Damage claims must be made within 24 hours of receiving an item. Please inspect your order upon arrival 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 claim is approved, a return authorization will be issued and 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, 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. 

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.