Our Commitment to Quality & Animal Welfare

At Prime Reptilesco, we take immense pride in providing healthy, well-acclimated reptiles, amphibians, and invertebrates to enthusiasts worldwide. With over a decade of experience as licensed breeders and shippers, we maintain the highest standards in animal care and customer service. Please read this policy carefully, as it outlines our guarantees and your responsibilities as a purchaser.

Animal Sourcing & Transparency

We specialize in captive-bred specimens whenever possible to ensure optimal health and adaptability. When offering farm-raised (FR) or field-collected (FC) animals, we clearly denote this in the product description. While we make every effort to accurately represent sourcing methods, we cannot guarantee against occasional notation errors.

Shipping Guarantees & Restrictions

Standard Shipping Periods

  • Reptiles: 3-day health guarantee from arrival

  • Amphibians, Tarantulas & Scorpions: Live arrival guarantee only

  • Feeder Insects: No live arrival guarantee unless shipped overnight for $25

Temperature Restrictions

Our live arrival guarantee applies ONLY when:

  • Home/Business Delivery: Nighttime lows ≥40°F AND daytime highs ≤80°F

  • Facility Pickup: Temperatures between 32-90°F at pickup location

Special Amphibian Restrictions:
Frogs, toads & salamanders have NO live arrival guarantee:

  • June through August

  • October through February

Holiday & High-Risk Shipping Periods

Absolute No-Guarantee Dates:

  • December 16-19 annually (last shipping days before Christmas)

  • The full week preceding Thanksgiving

Shipping during these periods is 100% at your own risk. No cancellations, refunds, or replacements will be offered for weather delays or animal stress during these high-volume periods.

Live Arrival Claim Process

Requirements for Valid Claims

  1. Notification Timeline:

    • DOA claims: Within 6 hours of delivery

    • Health claims: Within 72 hours of arrival

  2. Required Documentation:

    • 3 clear digital photos showing:

      • Animal belly-up on the shipping box

      • Side profile

      • Top view (belly down)

    • FedEx/UPS label must be visible in all photos

    • 10-second video of animal on its back (may be requested)

  3. Environmental Verification:

    • Photo of proper enclosure setup

    • Temperature/humidity readings

Claim Resolution Options

For valid claims only:

  • Replacement animal (customer pays shipping)

  • Store credit for purchase amount

  • No cash refunds under any circumstances

Critical Shipping Policies

Delivery Requirements

  • Signature Mandatory on first delivery attempt

  • No PO Boxes accepted

  • Address Changes void all guarantees

  • Carrier Delays: We are not responsible for FedEx/UPS delays

Facility Pickup Requirements

When temperatures require shipment to FedEx/UPS facility:

  • Must be picked up within 4 hours of arrival

  • Facility must be within 15 miles of original destination

  • Valid US driver’s license (21+ with matching order name) required

  • $45 return fee + 35% restocking fee if not collected

Animal-Specific Policies

Sexing Accuracy

While our experienced staff makes every effort:

  • No gender guarantees unless specifically stated

  • $10 sexing service is “best effort” only

  • No compensation for incorrect sex identification

Size Variations

All size descriptions (hatchling, juvenile, adult, etc.) are approximations:

  • Actual size may vary by 1-2 inches

  • Growth rates differ among individuals

  • No guarantees on exact measurements

Photographic Representation

Website photos are representative specimens unless noted as “the exact animal.” Natural variations in color, pattern, and morphology occur.

Fraud Prevention & Order Security

To protect against credit card fraud:

  • Orders must ship to billing address (except with PayPal/Venmo)

  • No address changes after order placement

  • May require ID verification before shipping

  • All fraud reported to federal authorities

Strict No-Cancellation Policy

All live animal and feeder orders:

  • Cannot be cancelled once placed

  • No exceptions for personal circumstances

  • Consider carefully before submitting payment

Veterinary & Health Disclaimer

Prime Reptilesco is not responsible for:

  • Any veterinary expenses

  • Pre-existing conditions

  • Health issues arising post-delivery

  • Injuries caused by animals

Customer Responsibilities

By purchasing, you agree to:

  1. Provide proper husbandry immediately

  2. Research local wildlife laws

  3. Be available for first delivery attempt

  4. Accept all policy terms unconditionally

Weather Advisory System

We actively monitor destination forecasts. When temperatures are marginal:

  • We may delay shipment at our discretion

  • Will contact you with options

  • Never ship when conditions endanger animals

Need Assistance?

Our herpetocultural experts are available:
📧 Email: sales@primereptilesco.com
🕒 Hours: 9AM-5PM EST, Monday-Friday

For after-hours emergencies within the 6-hour claim window:
🚨 Emergency Line:

This policy represents our complete terms regarding live animal sales. By placing an order, you acknowledge full understanding and acceptance of all conditions outlined above.