Refund policy
Return & Refund Policy
At All Reptiles we sell both living animals and supplies, and different rules apply to each. Please read the section that fits your purchase.
Live animals (reptiles, invertebrates, and feeders)
All sales of live animals are final. This includes reptiles, amphibians, invertebrates such as isopods and springtails, and all feeder insects and rodents, whether live or frozen. For the health and safety of the animals and of your existing collection, we cannot accept returns or exchanges on any living animal once it has left our store.
Shipped live animals: Live Arrival Guarantee. We guarantee live delivery on shipped animals when the package is received on the first attempt at delivery. Someone must be home to receive your package. If an animal arrives deceased, contact us within 2 hours of delivery at info@allreptiles.ca with clear photos or video of the package and the animal. Claims outside this window or without photo proof cannot be honored. Approved claims will be provided with a replacement first, and a refund second if there is no availability for a replacement.
Pickup: Please inspect any live animal at the time of pickup and ask our staff any questions before you leave. Once an animal has left the store we are unable to take it back.
Supplies and dry goods (enclosures, lighting, heating, décor, substrate, food)
Unopened, unused supplies may be returned within 30 days of purchase, in their original packaging, with a receipt or proof of purchase.
For safety and hygiene reasons, the following cannot be returned: opened or used food and supplements, opened substrate or bedding, used or installed electrical items such as bulbs, heat lamps, heat tape, thermostats and misting systems, special orders, and clearance or sale items.
We charge a 4% restocking fee on returned supplies.
Damaged, defective, or wrong items
Please inspect your order as soon as you receive it and contact us right away if anything is defective, damaged, or incorrect, so we can make it right.
How to start a return
Email us at info@allreptiles.ca with your order number and the reason for the return. In-store purchases can be brought back to our shop at 1911 Kennedy Rd. Unit 99, Toronto, ON M1P 2L9 with your receipt. Please request a return before sending anything back, as items sent without an approved return cannot be accepted.
Return shipping is the customer's responsibility. You must provide your own return label at your own expense.
Refunds
Once we receive and inspect your returned item, we will let you know if the refund is approved. Approved refunds are issued to your original payment method within 5 business days. Your bank or card provider may take additional time to post it. In-store purchases are refunded in store at the time of return.
Exchanges
The fastest way to get the item you want is to return the original once approved and place a new order for the replacement.
Questions
Contact us any time at info@allreptiles.ca.
