Live Arrival & Health Guarantee

At Verdant Reptiles, the health and welfare of our animals are our priority. We take care to prepare and package live animals for safe transportation and offer a live-arrival guarantee for eligible reptile, amphibian, and invertebrate orders.

Our guarantee includes live-arrival coverage and an extended seven-day guarantee, subject to the terms and conditions below. Please read this policy carefully before placing an order.

1. Live Arrival Guarantee

We guarantee that eligible reptiles, amphibians, and invertebrates shipped by Verdant Reptiles will arrive alive.

If an animal arrives deceased (Dead on Arrival, or DOA), you must notify us within eight hours of delivery or carrier-facility pickup.

To submit a claim, email info@vreptiles.com with:

  • Your order number and contact information.

  • A clear photograph of the deceased animal alongside the shipping label in the same image.

  • Any additional photographs or information we reasonably request to verify the claim.

Please keep the packaging and relevant shipping materials until your claim has been reviewed. Claims must be submitted within the stated timeframe so we can assess the delivery conditions.

2. Resolution of Approved DOA Claims

If we approve a live-arrival claim, we will discuss the available resolution with you.

Depending on the circumstances and availability, the options may include:

Option A: Replacement animal

We may offer a replacement animal of the same species, subject to availability. A reduced replacement shipping charge of $24.99 may apply, where disclosed and permitted by law.

If an approved replacement also arrives deceased, contact us immediately with the required evidence. We will review the claim and arrange an appropriate resolution.

Option B: Refund

Alternatively, we may offer a refund for the affected animal. Any deduction for the original shipping charge will be disclosed and applied only where permitted by applicable law.

We review each claim individually and aim to resolve legitimate delivery issues fairly.

3. Seven-Day Extended Guarantee

In addition to our live-arrival guarantee, eligible animals are covered by an extended seven-day guarantee beginning when the shipment is delivered or collected from the carrier facility.

If an animal dies or develops a serious health concern during this period, contact us promptly at info@vreptiles.com. Include your order number, a description of the issue, and supporting photographs or veterinary information where appropriate.

We will review the circumstances and determine the available resolution under this policy and applicable law.

Appropriate species-specific care, suitable environmental conditions, and prompt attention to the animal’s needs are essential after delivery.

4. Delivery Requirements

To help protect the animals and maintain eligibility under this guarantee:

  • Ensure someone is available to receive the delivery.

  • Provide a complete and accurate physical shipping address.

  • Monitor tracking information and collect the package promptly.

  • If you arrange for pickup at a carrier facility, collect the package as soon as possible and follow any pickup instructions we provide.

  • Prepare a suitable enclosure and environment before the animal arrives.

Failure to provide accurate shipping information or promptly receive a shipment may affect a claim where it directly contributes to the problem, subject to applicable law.

5. Weather and Shipping Conditions

Live-animal shipping can be affected by extreme temperatures and severe weather. We assess weather conditions and shipping arrangements when preparing orders.

If conditions could put an animal at risk, we may delay shipment or coordinate a more suitable shipping window.

Please monitor local weather conditions and ensure that the delivery destination is suitable for receiving live animals. Any limitations on guarantee coverage due to extreme weather will be communicated clearly before the order is shipped.

6. Carrier Delays and Shipping Charges

Carrier delays may occasionally occur because of weather, operational disruptions, or other circumstances outside our direct control.

If your delivery is delayed, contact us promptly so we can assess the situation and provide guidance.

Shipping charges are generally non-refundable for carrier delays, except where a refund is required by applicable law or the applicable carrier terms provide otherwise. Nothing in this section limits rights that cannot legally be waived.

7. Missing or Incorrect Items

If your order arrives with an item missing or an incorrect item, contact info@vreptiles.com as soon as possible.

Please provide your order number and photographs of the shipment and its contents where available. Once we verify the claim, we will arrange an appropriate resolution, which may include a refund or replacement.

8. Claim Verification

Verdant Reptiles may request reasonable evidence to verify a claim, including photographs, shipping details, or veterinary documentation where appropriate.

Please provide accurate information and cooperate with the review process. We reserve the right to investigate suspected fraudulent claims, subject to applicable law.

9. Contact Us

For questions about our Live Arrival & Health Guarantee or to report a delivery issue, contact:

Verdant Reptiles
Email: info@vreptiles.com

When submitting a claim, include your order number and contact us within the required reporting period.

This guarantee supplements, and does not replace or restrict, any consumer rights that cannot legally be excluded under applicable federal or state law.