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Shipping Info
Shipping Info
Sales (terms & shipping)
Pangea Reptile Company
Owner: Matthew Parks
Location: West Michigan
LIVE ANIMAL SHIPPING & GUARANTEE
We ship UPS overnight to the shipping address provided during checkout. You must contact us after placing your order to set up a suitable shipping date. All geckos come with a 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.
Product Shipping and Returns:
You may return your UNOPENED merchandise within 30 days for a refund or exchange. Items that are undamaged or non-defective will be assessed a 15% re-stocking fee unless it was a packing error on our part. If you take an exchange or a gift certificate for your refund, the re-stocking fee will not apply.
The Buyer will pay all shipping costs on non-defective item returns. Pangea will pay return shipping only on defective products, and only after the product has been inspected and determined to be defective. Pangea will also pay shipping on the replacement products.
International orders are not returnable unless defective.
All warranties are handled by the manufacturers.
If you need a copy of your invoice email us and we will email you a copy. All returns of non-defective merchandise must be within 30 days and must be UNOPENED and not used. Please email us before you send it back. We can not be responsible for damaged or lost returns, so please use a service with delivery confirmation. Please do not send back used products. It takes approximately 3 - 4 business days to process returns from the time we receive them, we reserve the right to pay refunds by check or gift certificate.
If an item was damaged in shipping, you must notify us immediately. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file has been claimed with UPS or the appropriate carrier. Retain the item and packaging for 14 days from the day you notify us of the damage, the carrier may send someone to inspect the damage.
Our address is:
Pangea Reptile LLC
623 Burke Ave NE
Grand Rapids, MI 49503
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.
BUYERS RESPONSIBILITIES For Live Animal Shipments
It is the responsibility of the buyer to contact us by phone or 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 buyers responsibility to make sure that someone is at the shipping address on the day the package is scheduled to arrive. We also require a phone call or an email 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.
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