Shipping & Returns
Pangea Reptile LLC
Owner: Matthew Parks
Location: Zeeland, MI
Shipping method for $6.99 flat rate shipping will be determined by Pangea Reptile. We reserve the right to use USPS or FedEx at our sole discretion. If you require a different specific carrier you can select Expedited Shipping or any of the FedEx options, but the flat rate will not apply.
We do not ship on weekends or on these US holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day. Orders shipped via USPS will not ship on holidays observed by the Post Office. These include Martin Luther King Jr. Day, Presidents Day, Columbus Day, and Veterans' Day.
Remember, carriers don't count the pickup day as a "Business Day". For example: If your order is shipped on a Monday and you select Expedited 2-3 Day Shipping, you may not receive your package until Wednesday or Thursday. Saturday and Sunday are not counted as business days.
Orders place before 2:00 PM EST ship the same day unless there is an issue with your order or address, in which case we will contact to resolve the problem.
You are responsible for providing us with the correct address. If your order has to be reshipped due to an error on your part you will be responsible for any additional cost. If you notice a mistake in your address after you place your order, you must contact us to change it. Once an order is placed, updating your profile will not change it on the order. Updating your address in PayPal will not update it our store.
Once your order arrives your tracking information will read as delivered. If your tracking number reads as delivered but you do not have the package please do the following before contacting us:
-Verify your shipping address
-Search your porch or nearby houses/units. If you live in an apartment complex often packages will be delivered to a main office unit
-Check your mailbox (sometimes we can ship food and other small items in envelopes or small boxes)
-Check with anyone else at your household or business to see if the package has previously been brought in or moved
Still no package?
Contact the carrier that delivered your package and ask for a trace (FedEx, UPS, or USPS). You can do this by calling the customer service number for your carrier or through their online website. Be sure to have your tracking number handy when calling.
Once this step has been completed please contact us with the confirmation number your carrier representative gave you if your carrier does not have further information for you after they run the trace.
Please note we do not have additional knowledge about the whereabouts of your package until above steps are completed. Once you contact us, we will do our best to help you.
We are not responsible for stolen items. If you would prefer to have your package sent to a secure location contact us and we can look up ship centers near you where you can pick up your package. If your package shipped via FedEx, you can also sign up for FedEx Delivery Manager once you receive your tracking information to control what day your package arrives if you are out of town or prefer to be home.
You may return your UNOPENED merchandise within 30 days for a refund or exchange. There will be a 15% restocking fee for any merchandise not in its original packaging. We will issue a credit in the form of a gift certificate or an exchange of the product.
Pangea will pay return shipping only on defective products returned within 30 days, and only after the product has been inspected and determined to be defective. When returning products for any other reason, the buyer will be responsible for the return shipping charges.
If you received the wrong item or have a missing item, please contact us immediately.
Please Send Returns To:Pangea Reptile LLC 9434 Pentatech Drive Zeeland, MI 49464
International orders are not returnable unless defective.
Items that are found to be defective after our 30 day return period must be handled through the manufacturer.
Zoo Med Customer Service: https://zoomed.com/contact-us/
Exo Terra/ Hagen Customer Service: http://exo-terra.com/en/csdb.php
Zilla Customer Service: https://www.zillarules.com/
If an item was damaged in shipping please notify us immediately. Keep the damaged item and the original shipping container as well as packing materials. We may ask for pictures of the damage which will help to expedite the replacement process. Please 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. If pictures are provided we can typically re-ship the damaged items right away.
If a mistake is made in calculating discount or on a coupon code, we will contact you to let you know about the mistake and then you will have the option to pay the corrected amount or cancel your order.
Special shipping promotions are for the USA only to the lower 48 states.
Thank you for Choosing Pangea! You Rock And We Salute You!!