Live Animal Shipping
Have a question you need a quick answer to? Check our FAQs to find some questions (and answers) we get quite often.
LIVE ANIMAL SHIPPING & GUARANTEE
We ship Fed Ex overnight to the shipping address provided during checkout. Live animals do not ship autommatically and you must contact us after placing your order to set up a suitable shipping date. All geckos come with a Live Arrival and 30 day health guarantee.
We ship on Mondays, Tuesdays, and Wednesdays only. We will hold animals during periods of poor weather, for any amount of time necessary and at no charge to the customer. We do not issue refunds in the event we cannot ship due to the weather. Gecko orders can safely be shipped when temps are between 35 and 80 F on both ends of the shipment. We can arrange for gecko orders to be held for pick up at a FedEx Ship Center if the temperatures are slightly outide of this range.
If you contact us by 2:00 PM Eastern Time on a normal shipping day we can usually get your animal out that day.
It is the responsibility of the buyer to contact us by email after placing an order to determine the most appropriate day for shipping and to provide us with any additional information we may need.
It is the buyer's responsibility to make sure that someone is at the shipping address on the day the package is scheduled to arrive. We also require an email or within 15 minutes of package delivery. This means you must keep an eye out for your delivery driver to make sure the package is not left at your doorstep exposed to the elements. All guarantees are void if someone is not present for the first delivery attempt or if we are not contacted within 15 minutes of delivery.
PLACING ANIMALS ON HOLD
We will hold animals during periods of poor weather, for any amount of time necessary and at no charge to the customer.
If you would like to place an animal on hold, we require a $25.00 non-refundable down payment. We will then hold the animal for up to 2 weeks at which point full payment is due. We will not send out reminders, unfortunately we don't have the time to do this. If full payment is not recieved after 2 weeks, we will put the animal back up for sale and you will forfeit your down payment. Once animals are placed on hold, any payments recieved are not refundable under any circumstances.
LIVE ANIMAL REPLACEMENT PROCEDURE/POLICY
In the unlikely event that an animal arrives in bad shape or DOA, we will require proof, in the form of the deceased, injured, or sick animal being shipped back to us. We may be able to accept digital pictures as a substitute, but we will decide this on a case by case basis.
Once we determine that you have a valid claim, we will work with you to find a suitable replacement animal. We do not ever, under any circumstances, give money back. The buyer is responsible for any and all shipping charges associated with the replacements.
Our main goal is to make every transaction a pleasant experience. If any problems arise, please be assured that we will make it right! Our reputation is very important to us and we have built and maintained our good name by providing great animals and products as well as the very best in customer service. In the unlikely event that there is a problem with any items or animals, we ask that you keep the details of the problems private. You must first contact us and allow us the time (up to 2 weeks) to review your claim, and figure out a suitable arrangement to replace your products or animals.
Posting details of the transaction, problem, or claim, on any public forum or website is a direct violation of this policy and will result in the immediate and unconditional void of our guarantee.
BUYER ASSURANCE GUARANTEE.
We want all of our customers to feel confident about doing business with us! It is our goal to provide our customers with the very best in quality animals and products, customer service, and technical support. When you make a purchase with us it doesn't end there. If you have any problems or concerns with your shipment, simply call or email us within 24 hours of reciept and we will do whatever it takes to make it right! All of our animals come with a free lifetime technical support guarantee. We are always here to answer your questions! And of course all of our animals are guaranteed to arrive alive and healthy and exactly as described.
LIVE ANIMAL EXPORTS
All animal exports must be handled through a licensed animal export service. We do not hold an export license, but are happy to utilize the services of a third party. Prior to placing your order, you will need to obtain a quote from the exporter and contact us with the exporter you are using.
Many of our customers have successfully used Dutch Dragon Imports to export animals purchased from us to several countries in Europe and Asia. All animal exports are done at the buyers risk and subject to the terms of the export service.