At Repti Life Shop, we’re passionate about helping reptile enthusiasts create the perfect habitats for their scaled companions. From our premium Arcadia lighting systems to bio-active substrates and natural decor, we carefully select every product to meet the highest standards. Our shipping and returns policies are designed with the same care and attention to detail.
Shipping Information
Order Processing: All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods:
- Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after shipment
- Free Shipping: Available on orders over $50 via EMS – Delivery within 15-25 business days after shipment
International Shipping: We ship globally (excluding some Asian and remote regions). International customers may be responsible for customs fees and taxes.
Returns & Exchanges
We want you to be completely satisfied with your reptile habitat products. If you need to return or exchange an item, please follow these steps:
Eligibility Requirements
- Returns/exchanges must be initiated within 15 days of receiving your order
- Items must be unused, in original packaging, and in the same condition as received
- Original proof of purchase is required
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Canned & Freeze Dried Insects (all varieties)
- Live Feeder Insects
- Opened Bio-Active Substrates
- Custom or Special Order Items
All sales of these items are final unless they arrive damaged or defective.
Return Process
- Contact Our Team: Email us at [email protected] within 15 days of delivery with your order number and return details
- Wait for Approval: Our reptile specialist team will review your request and send return instructions within 2 business days
- Package Your Items: Securely pack items in their original packaging with ample padding for fragile decor
- Ship Your Return: Send to: Repti Life Shop Returns, 1479 Tully Street, Detroit, US 48227
- Receive Your Refund/Exchange: We’ll process within 3-5 business days after receiving your return
Return Request Email Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
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 email you a notification. Refunds are processed as follows:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days (depending on your bank)
- PayPal: Typically processed within 24 hours
Refunds will be issued to your original payment method in USD. International customers may be subject to currency conversion rates.
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:
- Take photos of the damaged item and packaging
- Email them to [email protected] within 48 hours of delivery
- We’ll arrange a replacement or refund at no additional cost
International Returns
For our global customers:
- Return shipping costs are the customer’s responsibility
- Customs fees for returned items are non-refundable
- Refunds will be issued in USD
Need Help?
Our keeper-to-keeper support team is happy to assist 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 all 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.