RETURNS & CANCELLATIONS POLICY
HERPTIVARIUS, LLC d/b/a REPTIVARIUS
EFFECTIVE DATE: DECEMBER 2025
LAST UPDATED: DECEMBER 2025
THIS RETURNS & CANCELLATIONS POLICY IS EXPRESSLY INCORPORATED INTO AND GOVERNED BY THE HERPTIVARIUS, LLC d/b/a REPTIVARIUS TERMS & CONDITIONS AND IS STRICTLY SUBORDINATE THERETO. NO PROVISION OF THIS POLICY SHALL CREATE ANY RIGHT OR REMEDY OUTSIDE THE SOLE AUTHORITY OF THE TERMS & CONDITIONS MASTER AGREEMENT. ALL CUSTOMERS ACKNOWLEDGE AND ACCEPT THAT LIVE ANIMAL SALES INVOLVE INHERENT BIOLOGICAL RISK, STRICT REGULATORY CONTROL, AND NON-REVERSIBLE TRANSACTIONS.
1. ORDER CANCELLATIONS
LIVE ANIMALS
ALL LIVE ANIMAL ORDERS ARE FINAL UPON PAYMENT SUBMISSION.
NO CANCELLATIONS, REFUNDS, HOLDS, CHARGEBACKS, OR ORDER REVERSALS ARE PERMITTED EXCEPT AS EXPRESSLY AUTHORIZED UNDER THE LIVE ARRIVAL GUARANTEE POLICY AS THE SOLE AND EXCLUSIVE REMEDY FOR QUALIFYING DOA CLAIMS.
DRY GOODS / MERCHANDISE
ORDERS FOR NON-LIVING MERCHANDISE MAY BE CANCELED FOR A FULL REFUND ONLY IF THE ORDER HAS NOT ENTERED SHIPPING STATUS.
ONCE SHIPPED, ALL MERCHANDISE IS SUBJECT TO THE RETURN LIMITATIONS SET FORTH HEREIN.
2. LIVE ANIMAL RETURNS
HERPTIVARIUS, LLC d/b/a REPTIVARIUS DOES NOT ACCEPT RETURNS OF LIVE ANIMALS UNLESS EITHER (1) YOU RECEIVED THE WRONG SPECIES OR (2) WE ARE COMPLYING WITH LOCL, STATE, AND FEDERAL LAW, A GOVERNMENT OR LAW ENFORCEMENT AGENCY, OR A COURT ORDER.
ALL LIVE ANIMAL SALES ARE FINAL BY CONTRACT.
IN THE EVENT OF A QUALIFYING DEAD ON ARRIVAL (DOA) CLAIM, ALL RIGHTS AND REMEDIES ARE GOVERNED EXCLUSIVELY BY THE LIVE ARRIVAL GUARANTEE POLICY. NO ADDITIONAL REFUNDS, DAMAGES, REPLACEMENTS, OR COMPENSATION SHALL BE PERMITTED OUTSIDE THAT POLICY.
DISPOSITION OF DECEASED ANIMAL REMAINS IS THE SOLE LEGAL RESPONSIBILITY OF THE CUSTOMER AND MUST COMPLY WITH ALL FEDERAL, STATE, AND LOCAL LAW. HERPTIVARIUS, LLC d/b/a REPTIVARIUS PROVIDES NO LEGAL ADVICE REGARDING DISPOSAL.
THIS RESTRICTION EXISTS TO: PROTECT ANIMAL WELFARE, PREVENT PATHOGEN AND PARASITE EXPOSURE, AVOID STRESS-RELATED INJURY, ELIMINATE UNNECESSARY TRANSPORT RISK, AND TO PROTECT THE ANIMALS WE HAVE IN OUR FACILITY FROM RISK TO THEIR HEALTH, DESPIT QUARANTINE EFORTS. ONE SICK ANIMAL RETURNED TO US THAT ALREADY WAS IN CUSTOMER POSSESSION COULD WIPE OUT OUR ENTIRE INVENTORY CAUSING AN ASTRONOMICAL FINANCIAL HARDSHIP AND DESTRUCTION OF THE BUSINESS. THIS ISN’T ABOUT CUSTOMER SERVICE; ITS ABOUT ANIMAL(S) HEALTH & SAFETY AND PROTECTING THE BUSINESS.
3. WRONG ANIMAL RECEIVED — NON-PROHIBITED SPECIES
IN THE RARE EVENT OF A VERIFIED FULFILLMENT OR LABELING ERROR RESULTING IN RECEIPT OF AN ANIMAL OTHER THAN THE ONE ORDERED, THE CUSTOMER MUST PROVIDE IMMEDIATE WRITTEN NOTICE UPON DELIVERY WITH: CLEAR PHOTOGRAPHIC AND VIDEO DOCUMENTATION, ORIGINAL SHIPPING LABEL. FAILURE TO PROVIDE TIMELY NOTICE AND DOCUMENTATION SHALL CONSTITUTE ACCEPTANCE OF THE ANIMAL AS DELIVERED.
ALL SUCH, EVENTS ARE REVIEWED STRICTLY ON A CASE-BY-CASE BASIS AT THE SOLE DISCRETION OF HERPTIVARIUS, LLC d/b/a REPTIVARIUS. MUCH OF HOW THE ISSUE IS RESOLVED WILL LARGLY DEPEND ON THE VARIABLES OF THE INDIVIDUAL SITUATION.
UNTIL WRITTEN INSTRUCTION IS PROVIDED, THE ANIMAL SHALL BE MAINTAINED IN SAFE, SECURE, AND HUMANE CONDITIONS. NO TRANSFER, SALE, OR RELOCATION IS PERMITTED WITHOUT WRITTEN AUTHORIZATION.
4. PROHIBITED OR RESTRICTED SPECIES RECEIVED — ZERO-TOLERANCE POLICY
THE CUSTOMER IS SOLELY RESPONSIBLE FOR DETERMINING THE LEGALITY OF POSSESSION OF ANY SPECIES WITHIN THEIR JURISDICTION. SHIPPING ELIGIBILITY DOES NOT CONSTITUTE LEGAL AUTHORIZATION TO POSSESS ANY SPECIMEN. IF AN ANIMAL IS RECEIVED THAT IS LATER DETERMINED TO BE RESTRICTED, PROHIBITED, REGULATED, INVASIVE, OR OTHERWISE UNLAWFUL: IMMEDIATE WRITTEN NOTICE IS REQUIRED. THE ANIMAL SHALL NOT BE TRANSFERRED, RESOLD, CONCEALED, REROUTED, RELEASED, REHOMED, OR PRIVATELY RESHIPPED. REGULATORY SEIZURE, MANDATORY SURRENDER, OR GOVERNMENT-ORDERED TRANSFER IS NON-REFUNDABLE BY CONTRACT. ALL FINANCIAL, CIVIL, AND CRIMINAL CONSEQUENCES SHALL FALL SOLELY UPON THE CUSTOMER. FAILURE TO IMMEDIATELY REPORT POSSESSION OF A PROHIBITED ANIMAL VOIDS ALL GUARANTEES AND MAY RESULT IN PERMANENT SERVICE REFUSAL.
NO CIRCUMVENTION CLAUSE:
ANY ATTEMPT TO QUIETLY RESHIP, PRIVATELY REHOME, OR MISDECLARE A PROHIBITED OR MISIDENTIFIED ANIMAL MAY CONSTITUTE AN INDEPENDENT CRIMINAL OFFENSE AND MATERIAL BREACH OF CONTRACT.
5. DRY GOODS & MERCHANDISE RETURNS
UNUSED AND UNOPENED MERCHANDISE MAY BE RETURNED WITHIN TEN (10) DAYS OF DELIVERY. CUSTOMER IS RESPONSIBLE FOR: RETURN SHIPPING COSTS, SAFE PACKAGING, TRACKING. ALL RETURNS ARE SUBJECT TO INSPECTION AND APPROVAL. NO RETURNS ARE ACCEPTED FOR USED, OPENED, DAMAGED, BIOLOGICAL, OR CLEARANCE ITEMS.
6. REFUND ELIGIBILITY
REFUNDS MAY BE ISSUED ONLY UNDER THE FOLLOWING CONDITIONS: ORDER WAS CANCELED PRIOR TO SHIPMENT, MERCHANDISE RETURNED UNUSED, LIVE ARRIVAL GUARANTEE CLAIM FULLY QUALIFIES, ORDER CANNOT BE FULFILLED BY HERPTIVARIUS, LLC d/b/a REPTIVARIUS.
ALL SHIPPING CHARGES ARE NON-REFUNDABLE.
NO REFUNDS FOR: REGULATORY SEIZURE, SURRENDER, ILLEGAL POSSESSION, DELIVERY REFUSAL, WEATHER INTERRUPTION, NEGLIGENCE, MISREPRESENTATION.
7. INCORRECT, DAMAGED, OR MISSING MERCHANDISE
CLAIMS MUST BE FILED WITHIN FORTY-EIGHT (48) HOURS OF DELIVERY WITH: DESCRIPTION, PHOTOGRAPHS, ORDER NUMBER.
VERIFIED CLAIMS ARE CORRECTED AT THE SOLE DISCRETION OF HERPTIVARIUS, LLC d/b/a REPTIVARIUS.
8. ANIMAL REFUSAL POLICY
REFUSAL OF ANY LIVE ANIMAL SHIPMENT FOR ANY REASON CONSTITUTES AUTOMATIC AND IRREVOCABLE FORFEITURE OF:ALL GUARANTEES, ALL REFUNDS, ALL REPLACEMENT RIGHTS, DUE TO EXTREME MORTALITY RISK ONCE TRANSIT COMMENCES.
9. PAYMENT DISPUTES
ALL CHARGEBACKS OR PAYMENT DISPUTES FILED IN VIOLATION OF THIS POLICY CONSTITUTE MATERIAL BREACH AND AUTHORIZE: COLLECTION ACTION, CIVIL DAMAGES, PERMANENT ACCOUNT TERMINATION.
10. CONTACT INFORMATION