Shipping & Returns

Shipping We take pride in getting your orders out fast. Even though we guarantee to ship your in-stock purchases within *48 hours (2 business days), we can usually get your order out the same day if it is placed before 2:00 PM EST Monday - Friday. We take extra care when packing your order. We always try to over-do it by using the maximum amount of packing material we can just to make sure your items arrive at your door in the same condition they left ours. All light bulbs are wrapped in bubble wrap before being placed in their styro filled shipping box. This helps ensure that all bulb orders arrive the way they should. perfect. You can feel confident knowing that the people that pack your order really care about what you receive. We want you to be happy with your order and we always do our best to exceed our own standards. * Excludes weekends, US Holidays and international orders. Shipping and ordering FAQ On what days do you ship? Fedex, UPS and USPS are shipped Monday - Friday. If I choose a guaranteed service (UPS next day air, USPS Express mail) will you ship my package ahead of everyone else? Our goal is to ship all orders very fast, however, choosing an express shipping service only guarantees that your order will arrive faster once the shipping carrier has your order. We can not "place" you ahead of other customers. *If you have a special need such as Acidophiliz+ etc.. We will do our absolute best to get your package out the same day if the request is made by phone. I don't live in the USA, can you say that my order is a gift or a sample so I dont have to pay taxes? Sorry, but we cannot do this. All international orders are clearly marked commercial. I'd rather order by phone, can I? Of course! Call us anytime Monday - Friday 10AM - 6PM EST @ 1-800-906-4377. If you happen to call us outside of our regular business hours, just leave a message and we will call you to take your order the next business day.   Shipping Times Estimated shipping times may be seen when you view items in your shopping basket and at checkout. Please note, even though times listed are usually acurate, these times are provided as an estimate and should be treated as such. Reptilesupply.com makes no guarantee to the speed of the USPS, Fedex, UPS or other carrier you may select to deliver your package. example: USPS Priority Mail is estimated to take 2 to 3 days to reach its destination. This is NOT guaranteed. This is only the estimate the USPS provides. Actual shipment times can be longer and shorter depending on distance, holidays, weekends, etc. If you need guaranteed service to your destination this can only be done by choosing an Express Service. Express is the only guaranteed service for delivery times.   Rates All orders are sent "your choice" by either Fedex, UPS or USPS. This gives you the ability to receive the best reptile supplies at the best possible shipping rates. We charge the actual shipping rate based on the time the order was placed. We absolutely do not offer you low priced items just to "make up" the profit in shipping charges. The shipping price you see at the time of order is the actual shipping price we pay. You can easily calculate your shipping rate in real time instantly by following these simple directions. Add an item or items to your cart. Next you will see the heading "Get an instant shipping estimate" Select your country and type in your Postal Code. Click the "Calculate shipping" button. The rate in bold letters is the cheapest rate based on the information you provided. To select a different method simply click the "select" link beside the shipping method you want.   International Shipping Notice: All electrical items are 120V unless otherwise noted. Notice: Absolutely no returns on lightbulbs of any type for international shipments. We ship to international customers in many countries, including Canada, Japan, UAE, The United Kingdom and many others. Please keep in mind that you may have to pay certain import taxes, pay higher shipping rates and it may take longer for your shipment to arrive. Shipping rates can be calculated in real time on the web site by entering your postal code after you have placed an item in your cart. If you have any questions regarding international purchases at reptilesupply.com please contact us.   Returns If you have questions or concerns about a product and are not sure if it is what you need, please call or email us before you order. We are available and happy to answer your questions. We understand that you want to make the best buying decision but it can be hard when you can't actually hold the product in your hands before the purchase. Maybe you are trying to decide which light will best fit your animals needs or you would like to know the depth of a water dish. Just ask, we can tell you. We gladly accept returns on most supplies up to 15 days after the date of receipt. Please call or email us to request a return before returning your item(s). Shipping and Handling are not refundable. Items can only be returned in their original packaging. There is never a restocking fee for returns. The following items can only be returned if damaged on arrival. Any perishable such as food, vitamins and supplements, pre-cut backgrounds, heat tape, pre-cut(bulk) airline tubing, light bulbs, books and wood products. We are not responsible for returns damaged or lost during shipment. You must pay the shipping cost to return any items to Reptile Supply. Any item returned to Reptile Supply freight collect will be refused.   Damaged Items Damaged or broken items must be returned in their original box with all included paperwork and packaging prepaid to reptilesupply.com no later than 15 days after you received the item. Items damaged by the carrier must be handled with the carrier. Under no circumstances will reptilesupply.com be held liable for broken, damaged or lost items shipped via USPS if you do not request shipping insurance. reptilesupply.com will pay all shipping costs to replace a defective or broken item to you once the item has been returned to us.   Cancellations By placing an order at reptilesupply.com you are making a commitment to buy. We will make every effort to cancel an order that has not shipped however once shipped the order will fall under our standard return policy and the cost of shipping will not be refundable. We ask that cancellation requests be made by phone by calling 1 800 906-4377   Changes to your order We ask that any request for changes to an order that has not shipped be made by phone by calling 1 800 906-4377