We have an awesome return policy so should you not be 100% satisfied with your purchase, we will refund 100% of the purchase price within 30 days and, after receiving your returned order (Please Note: some restrictions apply such as customizations and custom build enclosures - see details below). Note: freight and *credit card costs cannot be refunded.

Note: Some of our products have a longer guarantee against faulty workmanship. Please contact us at support@reptifiles.com. 

If you received the wrong item: Sorry about the inconvenience and please contact us for return instructions so we can we fix our mistake at no cost to you.

If you ordered the wrong item: No worries, we accept returns as long as they are unused. Once we receive the package, we will credit you (either a refund or store credit) for the price you paid for the product. Sorry, we cannot cover original shipping costs or return shipping costs so please order carefully and don't hesitate to contact us if you are not sure about anything.

Order Cancellations: For order cancellations on enclosures, we allow 48 hours from the time your order was placed to notify us that you wish to cancel for a refund. After 48 hours, there is a 10% cancellation fee. 

For order cancellations on décor and other items other than enclosures, we allow 48 hours from the time your order was placed to notify us that you wish to cancel for a refund. After 48 hours, there is a 5% cancellation fee.

Please note: refunds may take up to 10 business days to process.  

Customized enclosures: We do cover all our customized enclosures with our standard 10 year warrantee but as they are one of a kind, made specifically for our customers, we do not offer returns or refunds on our customized enclosures.

*Please note: refunds do not include the merchant (PayPal, Visa, Mastercard etc.) fees that are paid to the processor at the time the order was placed and therefore a 2.5% fee will be deducted from all refunds.  

Missing Items: Please be sure to open and inspect your order as soon as it arrives to make sure there wasn't any damage and that there are not any missing parts. For missing parts, please contact us at support@reptifiles.com within 30 days so that we can replace anything that is missing from your order. Should anything be damaged, please see below. 

Damages

We pack our products really well but in the unlikely event of damage to your order, please contact us as soon as possible for instructions. Every shipment is of course fully insured but for the insurance claim we will need:

1. Photo of the shipping label.

2. Multiple photos of the outside of the box showing any tears or visible damage, and from all angles. 

3. Photo (or photos) of the damage to the order. 

4. You will need to keep all packaging, including the actual shipping box to assist us with the claim. 

Once received we will then file the claim and get your replacement part (or parts) shipped out to you as soon as possible. Please note: In the case of enclosures where you may have had a wait for your order to be made, we ship any replacement parts out as soon as possible and there is no wait time, as you have already ordered and received your order. Important: As there is a  limited window of time for us to file an insurance damage claim, it is extremely important that you report any damage as soon as your order is received and no longer than 14 days after receiving your delivery. Claims that are not reported within the insurance coverage period may not be covered. 

Returns

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