Terms, Shipping & Health Guarantee

Refund Policy

All sales are final

After an order is placed, refunds are not offered. If you cancel before the order ships, Shadow's Reptiles may issue store credit instead. Service bookings follow the cancellation policy listed on the service page and in the party policy below.

Deposits

Deposits are nonrefundable

Any deposit placed for a cage, live animal, or other hold is final. A deposit reserves time, space, or an animal, so it cannot be refunded after payment. Party and show down payments follow the cancellation schedule in Party Policies below.

Shipping Live Animals

We ship only when it is safe

After a live animal order is placed, we contact you by text to schedule shipment. Priority overnight shipping is usually planned for Tuesday delivery into Wednesday morning because that timing gives the shipment the best chance of avoiding delays.

To qualify for the live arrival guarantee, you must work with us on a shipping day that is safe for you, the animal, and Shadow's Reptiles. In some cases, pickup at a nearby FedEx hub is required, especially during cold weather, difficult delivery routes, larger orders, or orders valued over $300.

If weather or another risk makes shipping unsafe, we will hold the animal until conditions improve. We do not risk an animal to meet a date request, holiday, or fast-delivery expectation. Contact customer service before ordering if you need the animal by a specific date.

Live Arrival Guarantee

Follow the shipping plan

• Use the shipping or hub-pickup plan we recommend.
• For home delivery, open the package as soon as it arrives.
• Report any problem within 30 minutes of delivery.
• For hub delivery, pick up the animal the same day and report any issue within 30 minutes of confirmed pickup.

1 Month Health Warranty

Care setup and updates are required

To be eligible for the one-month health warranty, send a photo of the enclosure before the animal arrives so we can confirm the proper requirements are met. We are happy to help you get the setup right before arrival.

• Notify us immediately about any concern after the animal arrives.
• Send an arrival-day update with behavior, diet, care notes, and a photo.
• Send another update on day 3, at one week, and weekly until the first month is complete.
• Follow Shadow's Reptiles care guidance and contact us before taking outside action that could affect the animal.

The warranty is built for owners who communicate and follow care guidance. If recommendations are ignored, outside care guides are followed instead of ours, or medication/vet action is taken before speaking with us, warranty coverage is void.

Lifetime Warranty

Members can keep long-term coverage active

Lifetime warranty eligibility requires continued weekly updates in the All About Animals Group. This lifetime warranty is available only to website members.

Party Policies

Bookings, arrival, and satisfaction

Party bookings require a down payment. If you cancel more than one week before the appointment, that payment may be converted into store credit for a future down payment or shop purchase. Cancellations made 7 days or less before the appointment are not refundable, but one reschedule is allowed per order.

We aim to arrive 10 to 15 minutes early. Please allow up to 15 minutes of delay after the scheduled start time for traffic, weather, or other conditions outside our control.

Our satisfaction guarantee applies when dissatisfaction is reported within 24 hours, the issue is clearly described, and the show was not interrupted by venue conditions, weather, unruly guests, or other factors outside our control.

Trades

Trades are rare

Shadow's Reptiles rarely accepts trades. If a trade is accepted, we must receive the item or animal from you before we ship anything out.

No Contact Policy

Live animal holds require communication

If you place a live animal order and do not respond when we reach out to schedule shipping, we will text, call, and email. If we cannot make contact within two weeks, the animal is no longer held and we stop outreach. If there is no contact within two months, no refund is issued.