Shipping / TOS

Boxing Day Terms of Service can be found here!

By making a purchase on our website, you agree to the following terms and conditions outlined in this page:

Note: This is not a retail store. However, you can shop online from the comfort of your home with options for delivery or curbside pickup.

Important Notice:

If your address is a  PO Box then your package must ship with Canada Post. While Canada Post is On Strike we suggest if you only have a P.O. Box address to have it delivered to your place of business or a friends address. If you need other options, please contact us.

  • We do not accept orders from third-party resellers such as Amazon, Etsy, eBay, Walmart, etc. Any such orders will be canceled and refunded.
  • We reserve the right to refuse sales, revoke reseller status, and modify shipping methods as necessary
  • Promotions & Discounts: These apply only to products shipped within Canada.
  • Afterpay: Available for retail customers only. Wholesale orders using AfterPay will be canceled.

Curbside Pickup

Please call us in advance to schedule an appointment for curbside pickup. For pickups scheduled after 5 PM or during our Tuesday - Thursday hours, please contact us before 4 PM to ensure someone is available to assist you, as this is a warehouse location, not a walk-in retail store. We usually accommodate same-day pickup orders.

Providing Correct Address Information

Ensure that you provide complete and accurate address information. Incorrect details such as street number, postal code, or missing suite/apartment number may render your package undeliverable, and you will be responsible for any address correction fees. If you request your package to be left at a specific location, such as your address or a neighbor's, we cannot be held liable for any claims with the shipping company.

Note: ReptilesRuS is not responsible for packages left at your door under any circumstances. If you are not home when a package is delivered, please leave a note for the courier or arrange for a neighbor to receive your package. If you would like to insure your shipment through FedEx or require a signature, please contact us for a quote. All Canada Post shipments will be sent via Do Not Safe Drop. If you prefer your package to be left outside, please indicate this in the comments. ReptilesRuS is not responsible for lost or stolen packages if this option is chosen.

Habistat - Glass Flat Pack Terrariums Shipping Insurance

You may opt to insure Habistat Flat-Pack Glass Terrariums for $12.00 each. ReptilesRuS will replace any glass damaged during shipping if insurance is purchased. If insurance is declined, ReptilesRuS and the carrier will not cover any glass damage. Proof of damage, including pictures of all packaging and the damaged item, is required. This insurance does not cover accidental damage after receipt.

Orders Outside of Canada

We do not cover return shipping for any orders, including warranty or damage claims. The purchaser is responsible for all shipping charges on international orders.

Shipping / Damage Claims

If your address is a  PO Box then your package must ship with Canada Post. This may increase shipping costs. If you require another option, please add it in the notes section prior to check out.  Extra charges may be required for alternative shipping services. We suggest if you only have a P.O. Box address to have it delivered to your place of business or a friends address.   

We strive to ship your order the same day if received before 1 PM EST; otherwise, it may ship the next business day. However, we cannot guarantee shipping times as they are controlled by the carriers. ReptilesRuS is not responsible for lost or damaged packages once shipped. If you wish to insure your package, please contact us for a quote. If you do not want your packages left without a signature, you must contact us before shipment to arrange and pay for the added costs.

If an item is damaged during shipping, you must notify us within five days of receipt. Please retain the damaged item and all packaging, as the carrier may inspect the damage. Glass is not covered under any circumstances. We reserve the right to select alternative shipping companies at our discretion.

Shipping Quotes

For large, heavy, bulky, or odd items, the automated shipping rate may not calculate correctly. Please email us at orders@ReptilesRuS.ca for a manual shipping quote.

Natural Products

Natural products vary in shape and size and may not exactly match the pictures. We will do our best to accommodate requests for specific pieces based on what we have in stock.

Payment Methods

We accept:

  • Email Money Transfers
  • Visa
  • MasterCard
  • Visa Debit
  • Most credit cards

Note: We no longer accept PayPal. Any fees incurred due to payment errors, credit card chargebacks, or NSF will be charged back to you.

Canceling/Changing an Order

Once an order is submitted online or over the phone, it is a commitment to purchase. We will do our best to accommodate any changes or cancellations, but we cannot guarantee them. If you wish to cancel an order paid via EMT, we will refund the order via EMT, less the transaction fee. A 15% restocking fee will apply if the order has already been packed.

Glass Products

ReptilesRuS is not responsible for glass products damaged during shipment, including terrariums, aquariums, lighting, and lamps. No carriers will insure glass items. Please arrange insurance with your own company if needed. Used glass products are non-returnable.

Canada Post Regular Parcel Service

This service does not provide insurance. ReptilesRuS will not file claims for damages or losses under this service. Please choose Expedited Parcel Service whenever possible.

Returns

Natural products like cork, seed pods, and wood cannot be returned unless we made an error, to prevent cross-contamination.

For retail sales, unopened items (excluding food) may be returned for store credit within 14 days of purchase. The customer is responsible for return shipping costs. A 15% restocking fee will apply to all returns. Shipping fees will not be refunded. Returned products must be unopened in their original packaging. Returns will not be accepted without a valid RMA. Please use tracked shipping with a signature for returns, as we cannot be responsible for lost items.

Coupon/Promo Codes

  • Coupon codes cannot be applied after an order is submitted.
  • Not all items are eligible for coupon codes. You will be advised at checkout, or you may contact info@ReptilesRuS.ca to inquire about eligibility.
  • Coupons are valid only for in-stock items.
  • No rainchecks.
  • Coupon codes do not apply to wholesale accounts.

Promo/Coupon Code Redemption:

  • Promo codes can only be redeemed online.
  • You must be 18 years or older to redeem a promo code.
  • Promo codes are void where prohibited by law.
  • Only one promo code may be redeemed per user account, per household, per promotion.
  • Promo codes are redeemable on select merchandise only.
  • Promo codes may require a minimum purchase amount.
  • Promo codes are not valid for pre-order products or waitlist reservations.
  • Promo codes cannot be combined with other discounts, coupons, promotions, or shipping specials.

Even if a code is accepted at checkout, all orders are reviewed by the ReptilesRuS Customer Support team prior to fulfillment. If orders are deemed in violation of these terms, they will be adjusted accordingly.

Expiration Dates:

  • Promo codes are free promotional vouchers with no monetary value and have an expiration date.
  • Codes may expire on the specified expiration date, regardless of the code holder's time zone. We recommend using your code before the expiration date.
  • Promo Codes can be cancelled/terminated at anytime.

Promo Code Values:

  • Promo codes have no cash value and cannot be redeemed for cash.
  • ReptilesRuS reserves the right to modify the terms and conditions for promo codes or to suspend or cancel the program without further notice.

 

GENERAL TERMS OF USE FOR THE REPTILESRUS PLATINUM REWARDS PROGRAM

Applicability:

  • Available to retail customers only.
  • Applicable to dry goods purchases exclusively.
  • Valid for online orders only.
  • Points cannot be retroactively applied to purchases made before the program's start date.

Program Overview: Welcome to the ReptilesRuS Platinum Rewards Program, offering exclusive benefits to members using the ReptilesRuS.ca website. Please note that tailored content may be provided in the future based on members' previous purchasing habits.

PROGRAM ELIGIBILITY AND REGISTRATION

  • Customers can join the ReptilesRuS Platinum Rewards Program (the "Program") at any time throughout the year and will be referred to as "Member" or "Members."
  • Joining the Program is free and does not require any purchase.
  • The Program is open to Canadian residents who have reached the age of majority in their province or territory of residence.
  • Membership is for individuals only. To register, you must create an account via the ReptilesRuS website (the "Account"). Visit ReptilesRuS.ca, click on the ReptilesRuS Platinum Rewards Program content, follow the instructions, and submit the required information, including your full name and email address. Participation requires acceptance of the terms and conditions by checking a box.
  • The personal information collected through your Account is necessary to manage your purchases and the Program. This information will be handled in accordance with our Privacy Policy. Upon creating an Account, you become a Member of the Program. For details on the collection, use, and storage of your information, please review our Privacy Policy. Participation in the Program requires agreement to our Privacy Policy.

By accepting the terms and conditions and joining the Program, Members agree to be bound by these General Terms (the "Terms") and any modifications made to them, as outlined in the "MODIFICATION OR TERMINATION OF THE REPTILESRUS PLATINUM REWARDS PROGRAM" section below.

Each Member will have access to a "My Rewards" page via their Account, where they can view their profile and benefits within the Program.

Membership is a privilege subject to these Terms. Membership or benefits cannot be transferred to another individual. Allowing third-party access to your Account is strictly prohibited.

You are responsible for any activities that occur under your Account and must not share your password with anyone. Notify us immediately if you suspect your Account or password has been compromised. Always sign out of your Account after each visit. The Company reserves the right to change passwords to protect the security of the ReptilesRuS.ca site. We are not responsible for any failure to comply with these provisions or any delay in shutting down your Account after a security breach is reported.

Only Eligible Purchases made through ReptilesRuS.ca contribute to the Program. The Company reserves the right to invalidate Points if they were improperly credited, obtained fraudulently, or in any manner not described in these Terms. Points will expire after one (1) year of inactivity on the Member’s Account. Reactivating the Account (e.g., by earning or redeeming points) before expiry will reset the clock, and the Cashback dollars will not expire until there is another period of inactivity. If you return or cancel a purchase, the points earned from those items will be deducted from your Account.

GENERAL PROGRAM TERMS

Members acknowledge and accept the features and limitations of the Program’s system. Technical malfunctions may occur due to various reasons, including electrical surges, software errors, or other issues affecting the Program’s functioning. The Company is not responsible for such malfunctions.

If the Company reasonably believes that Points were unduly credited or debited from a Member’s Account due to a technical malfunction or a violation of these Terms, any such credits or debits will be canceled at the Company’s discretion, without compensation to the Member. If you believe your Account has been affected by an error, please contact us.

Members are responsible for ensuring that earned Points are properly credited. If you believe Points were earned but not credited, you may be required to provide proof satisfactory to the Company. Claims for uncredited Points must be submitted within 12 months of the date the Points were earned. Points cannot be earned on past orders placed before enrollment.

The Company is not liable for any direct or indirect damages resulting from a technical malfunction or the suspension, temporary or permanent, of Program benefits.

MODIFICATION OR TERMINATION OF THE REPTILESRUS PLATINUM REWARDS PROGRAM

The Company reserves the right to cancel, suspend, modify, or amend any part of the Program or these Terms at any time. The accumulation of Points does not entitle Members to any vested rights regarding the Company, rewards, or benefits. The Company reserves the right to: (i) modify Program eligibility, participation, or membership requirements; (ii) modify the way in which Points are earned, redeemed, retained, or forfeited, including earn and redemption rates and what constitutes an Eligible Purchase; (iii) add, withdraw, limit, modify, or cancel any other reward or benefit available under the Program; and (iv) otherwise restrict the continued availability of Points.

The Company reserves the right to sell or transfer all or part of the Program to an affiliate, parent company, or third party due to a merger or other corporate reorganization.

The Program may be suspended or terminated without prior notice. In the event of such suspension or termination, the Company will have no liability to Members, and Members will not be entitled to any claims against the Company.

If a Member chooses to close their Account, they must use their remaining Cashback dollars before doing so, as the Member will lose access to them upon termination. Once the Account is closed, Cashback dollars cannot be redeemed and will be forfeited.

LIMITATION OF LIABILITY

To the fullest extent permitted by law, ReptilesRuS shall not be responsible for any website or app failures, technical malfunctions, or any other technological issues.

By joining the Program, you agree, to the fullest extent permitted by law, to release and discharge the Company, its parent company, affiliates, representatives, officers, directors, agents, and successors from any loss, liability, claim, demand, damage, or expense asserted by any person or entity, including, but not limited to, those related to the Program.

 

Live, Healthy Arrival Guarantee

We guarantee a live and 100% healthy arrival unless otherwise noted. To ensure this, temperatures must be safe, and someone must be available to sign for the package on the first delivery attempt.

If a DOA (Dead on Arrival) or unhealthy animal arrives, notify us within 4 hours of receipt. Photographic proof will be required. We reserve the right to replace the animal or issue store credit for its cost. Shipping costs are non-refundable and are the buyer’s responsibility.

7-Day Health Guarantee (Excludes Wholesale Orders)

We guarantee your new reptile to be in perfect health for 7 days. Most animals we sell are bred here, ensuring they are in peak condition when they leave.

  1. Seek Assistance Immediately

    • If any health issues arise, contact us within 4 hours to allow us to assist you. Failure to do so will void your guarantee.

  2. Expired Animals

    • A photo of the deceased animal is required for replacement. This helps us understand the cause of death.

  3. Returns & Replacements

    • Any live animal being replaced must be returned at your expense unless otherwise agreed. Valid claims will result in replacements shipped at our expense. Health claims must be submitted within 7 days of the original ship date and must be resolved within 90 days.

  4. Gecko Feeding Issues

    • Our geckos are fed Pangea PFM diet and live insects dusted with calcium/D3. We cannot guarantee that geckos will eat other diets immediately. Health issues or deaths related to improper feeding or overheating will void all guarantees.

Shipping Address Accuracy

Orders will be shipped to the address provided at checkout. Please ensure the shipping address is correct. We are not responsible for deliveries to incorrect addresses.

Gecko Tails

Geckos may drop their tails, which is a natural occurrence and not considered a defect. We cannot be held responsible if tails are dropped during shipping.

Guarantee on Sex Determination

We offer a 100% guarantee on the sex of animals sold as male or female. If an animal is sold as “probable” male or female, it is an estimation. You must check the sex of the animal within 72 hours of arrival and notify us if incorrect. We will replace the animal or issue store credit if the sex is incorrect.

Payment Terms

Orders must be paid in full prior to shipping. We do not offer net terms, and no order will be shipped before full payment is received.

Abandoned Orders

Orders not shipped within 90 days of the order date are considered abandoned. Paid orders will incur a 50% restocking fee, with the remaining balance issued as store credit. Payment plan orders will be canceled, and deposits forfeited. We will hold reptiles if weather delays safe shipment, but you must communicate with us.

Payment Plans

Payment plans may be available for large orders with a 25% non-refundable deposit. All payments are non-refundable, and payment plans must be adhered to exactly. Broken agreements will not be refunded or issued store credit.

Live Animal Shipping Terms

Live arrival is guaranteed only when temperatures are between 32°F and 85°F. All live animal purchases are final, with no refunds under any circumstances. DOA or health issues will be addressed with replacements or store credit.

Gecko Color Note

Gecko color may vary based on factors like environment and stress. Photos are taken when geckos are "fired up," but color intensity can change. We do not offer refunds for color discrepancies.

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