At Repti Life Shop, we understand that creating the perfect habitat for your reptile is as important to you as it is to us. Just as we carefully select our Arcadia lighting systems, bio-active substrates, and premium enclosures, we want to ensure your complete satisfaction with every purchase. If for any reason you’re not satisfied, our straightforward returns process makes it easy to exchange or return eligible items.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Original proof of purchase is required
  • Certain products are non-returnable (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Canned & Freeze Dried Insects (all varieties)
  • Live Feeder Insects (due to their perishable nature)
  • Opened Bio-Active Substrates (to prevent contamination)
  • Custom or Special Order Items (including certain enclosure configurations)

All sales of these items are final unless they arrive damaged or defective.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use our return request template below to ensure we have all necessary information.
  2. Wait for Approval: Our reptile-keeping support team will review your request and send return instructions within 2 business days.
  3. Package Your Items: Securely pack the items in their original packaging. For fragile decor items like cork branches or resin caves, please use ample padding.
  4. Ship Your Return: Send the package to our facility at:

    Repti Life Shop Returns
    1479 Tully Street
    Detroit, US 48227

    We recommend using a trackable shipping service as you are responsible for return shipping costs unless the return is due to our error.
  5. Receive Your Refund or Exchange: Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Repti Life Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. Below are the details:

  • Product(s) to Return: [List item names from your order]
  • Reason for Return: [Please specify – wrong item, defective, changed mind, etc.]
  • Preferred Resolution: [Refund to original payment method/Exchange for (specify product)]
  • Order Date: [MM/DD/YYYY]
  • Receipt Number: [If available]

Please let me know the next steps to complete this process.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Processing

Once your return is received and inspected, we will send you an email notification. Your refund will be processed within 5-7 business days and applied to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days depending on your bank
  • PayPal: Typically processed within 24 hours

For exchanges, we will ship your replacement items via your original shipping method (standard or free shipping) once the return is processed. Expedited shipping for exchanges is available at an additional cost.

Damaged or Defective Items

We take special care in packaging delicate items like Arcadia lighting fixtures, glass enclosures, and ceramic decor. If your order arrives damaged:

  1. Take photos of the damaged item and packaging
  2. Email them to [email protected] within 48 hours of delivery
  3. We will arrange for a replacement or refund at no additional cost to you

International Returns

For our global customers (excluding some Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs fees for returned items are non-refundable
  • Refunds will be issued in USD and may be subject to currency conversion rates

Questions?

Our keeper-to-keeper support team is happy to help with any questions about returns, exchanges, or product suitability for your reptile’s habitat. Contact us at [email protected].

Thank you for trusting Repti Life Shop for your reptile habitat needs – from bio-active setups to premium heating systems, we’re committed to helping you create the perfect environment for your scaled companions.