Return, Refund & Live Animal Policy

Effective Date: July 13, 2026

Due to the nature of live animal sales, all purchases are subject to the following terms:

Live Animal Sales

  • All live animal sales are FINAL
  • No returns, refunds, or exchanges will be accepted unless covered under our Live Arrival Guarantee

Live Arrival Guarantee (DOA Policy)

We guarantee that your animal will arrive alive and in good condition when the following conditions are met:

  • Someone must pick up animal at a timely manner
  • Packages must be shipped to and held at a FedEx Ship Center closest to you
  • You must contact us within 1 hour of delivery with clear photo and/or video proof in the original unopened packaging

Failure to follow these steps voids the guarantee.

If a claim is approved, we may offer:

  • Replacement animal (if available), OR
  • Store credit (no cash refunds)

Shipping costs are non-refundable.

Weather & Shipping Conditions

  • We ship via FedEx Priority Overnight
  • We reserve the right to delay shipping if temperatures are unsafe (generally below 40°F or above 90°F)
  • Heat packs or cold packs will be used as needed
  • Shipping days are typically Monday–Wednesday to avoid weekend delays

Customer Responsibility

By purchasing, you agree that:

  • You understand proper reptile care and husbandry
  • You have a proper enclosure set up BEFORE arrival
  • You will monitor and care for the animal immediately upon delivery

We are NOT responsible for:

  • Improper care after arrival
  • Stress-related issues after delivery
  • Carrier delays or missed deliveries
  • Incorrect shipping information provided by the customer

Health Guarantee

Animals are sold as healthy at the time of shipment.

  • Any concerns must be reported within 24 hours of delivery
  • We do not guarantee against future health issues, parasites, or breeding outcomes

Payment Plans / Holds

  • Payment plans may be offered on animals over $150
  • Payment plans must be paid off within 30 days of initial first payment
  • A non-refundable deposit is required to hold an animal
  • Animal will be shipped after last payment is received
  • Failure to complete payments may result in forfeiture of the deposit and animal

Dry Goods Returns

We accept returns on non-living items:

  • Within 30 days of delivery
  • Items must be unused and in original packaging
  • Buyer pays return shipping

Non-returnable items include:

  • Live animals
  • Feeder insects
  • Perishable goods
  • Gift cards

Contact

Email: itsprimalinfo@gmail.com