Refund policy
Live Insect Refunds or Replacements
All our feeder insects come with a Live Arrival Guarantee. If they don't arrive in top condition please contact us, through phone or email, and we can send out a replacement or a refund, whichever you prefer.
All live arrival guarantee claims must provide photos to customerservice@reptilianarts.com. Please reach out to us within 24 hours of delivery, so we can fix things as fast as possible for you!
If an insect was missing from your order, we can send you a replacement, or a refund.
An Insect order can be cancelled until a shipping label has been created. Once the label has been created, we can do our best to cancel an order but it is not guaranteed. If an order has been requested to be cancelled, but a shipping label has already been created, and the order can not be cancelled, it will be shipped to your specified shipping address. You will be responsible for the order, and we will not refund the order because of this reason.
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Feeder Insects
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@dbdpet.com.
Sale items (if applicable)
The sale amount will be refunded back to your original form of payment.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@dbdpet.com and send your item to: Reptilian Arts, 205 N Mechanic Street, Cumberland MD 21502, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: Reptilian Arts, 205 N Mechanic Street, Cumberland MD 21502 , United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, nor will we refund an item that we did not receive back.
Order Cancellation
An order can be cancelled until a shipping label has been created. Once the label has been created, we can do our best to cancel an order but it is not guaranteed. If an order has been requested to be cancelled, but a shipping label has already been created, and the order can not be cancelled, it will be shipped to your specified shipping address. You will be responsible for the order, and we will not refund the order because of this reason.