Welcome to Repti Life Shop’s FAQ section! We’ve compiled answers to the most common questions about our premium reptile supplies, shipping policies, and customer service. If you don’t find what you’re looking for, our keeper-to-keeper support team is always ready to help at [email protected].
About Our Products
What types of reptile products do you specialize in?
We offer comprehensive solutions for reptile habitats including bioactive setups (substrates, drainage, plants), premium lighting/heating (Arcadia products), natural decor (cork, bamboo, wood), enclosures, and specialized feeding supplies. Our focus is on complete ecosystem solutions rather than just individual products.
Are your bioactive substrates ready-to-use?
Yes! Our bioactive substrates come properly sealed to maintain moisture levels and microbial activity. For international shipments, we recommend choosing Standard Shipping to preserve product integrity during transit.
Do you ship live feeder insects internationally?
We ship live insects via expedited service only with special ventilation packaging. Please note these are final sale due to health regulations. Check our shipping restrictions as some Asian countries prohibit live insect imports.
Ordering & Payments
What payment methods do you accept?
We accept: Visa, MasterCard, JCB, and PayPal for secure global transactions. All payments are processed through our encrypted checkout system.
How long does order processing take?
All orders are processed within 1-2 business days by our reptile-keeping staff who understand proper packing techniques for fragile terrarium equipment.
Why was my payment declined?
Common reasons include: insufficient funds, international transaction blocks by your bank, or mismatched billing information. We recommend contacting your card issuer before retrying. For PayPal issues, ensure your account is verified.
Shipping & Delivery
What are my shipping options?
- Standard Shipping ($12.95 USD): 10-15 business days via DHL/FedEx with full tracking – ideal for time-sensitive items
- Free Economy Shipping: 15-25 business days via EMS (orders over $50 USD) with basic tracking – best for non-perishables
Do you ship to my country?
We ship globally except to some remote areas and parts of Asia due to customs restrictions. Our Detroit-based warehouse efficiently serves North America, Europe, and Oceania. Contact us for specific country inquiries.
How are fragile items like glass enclosures packaged?
Glass products are double-boxed with custom foam inserts, lighting fixtures have anti-vibration packaging, and temperature-sensitive items receive proper insulation. Our staff are reptile keepers who understand these special requirements.
Returns & Exchanges
What is your return policy?
We offer a 15-day return window from delivery date. Original packaging is required for enclosures and electronics. Return shipping costs may apply (see our full policy for details). Live insects and perishables are final sale for health reasons.
My bioactive substrate arrived dry – can I return it?
Our substrates are sealed to maintain moisture, but extreme transit conditions might affect them. Contact us immediately with photos at [email protected] – we’ll work with you on a solution, which may include reactivation instructions or replacement.
The UVB bulb I received isn’t working – what should I do?
First, test in a different fixture to confirm. If defective, email us photos/video within 15 days of delivery. We’ll typically send a replacement immediately (return may not be required for low-cost electronics). Arcadia products include manufacturer warranties we can assist with.
Account & Technical Issues
I forgot my password – how can I reset it?
Click “Forgot Password” on the login page. You’ll receive an email with reset instructions. If you don’t see it, check your spam folder or contact us to verify your account email address.
Why can’t I access my order history?
This typically occurs when: 1) You’re logged into a different account (check your email confirmation), 2) Your browser is blocking cookies/sessions, or 3) There was a guest checkout. Provide your order number to [email protected] for assistance.
How do I change my account email address?
For security reasons, please email our support team from your registered email with: 1) Your full name, 2) Current email, 3) New email, and 4) Last order number (if any). We’ll verify and update your account manually.
Product-Specific Questions
How should I store Arcadia EarthPro supplements?
Keep in a cool, dry place (15-25°C/59-77°F). Avoid humidity and direct sunlight. Refrigeration isn’t necessary but can extend shelf life for opened containers. Always seal tightly after use.
Can I mix different forest substrates?
Absolutely! Many keepers blend our substrates to achieve specific textures and moisture retention. For bioactive setups, ensure all components are chemical-free. We offer pre-mixed bioactive substrates for convenience.
What’s the difference between your cork rounds and flats?
Rounds are cylindrical sections ideal for climbing/hiding spaces, while flats are better for background panels or ground cover. Both are 100% natural cork bark – choose based on your terrarium layout needs.
Still have questions? Our team of reptile-keeping experts is ready to provide personalized advice at [email protected]. We typically respond within 24 hours (except weekends/holidays).
Repti Life Shop
1479 Tully Street, Detroit, US 48227
www.reptilegearshop.com