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Shipping & Returns

Shipping Policy

Thank you for choosing Totally Reptiles for your reptile and pet supply needs. We strive to provide a seamless and reliable shipping experience. Please take a moment to review our shipping policy below:

  1. Shipping Methods and Rates: We offer flat-rate shipping based on the size and weight of the items in your order. Regardless of the number of items or their individual shipping rates, the highest shipping rate will be charged only once.The shipping rate is determined at checkout and is calculated per order. Please note that additional surcharges may apply for certain locations. If your order requires additional fees, we will contact you to discuss available options. In the event that the surcharges are not feasible for you, a refund will be issued promptly.

  2. Processing Time: We aim to process and ship your order within 2-3 business days from the time of purchase. However, during peak seasons or due to unforeseen circumstances, processing times may be slightly longer. We appreciate your patience and understanding.

  3. Shipping Restrictions: Some rural or remote areas may have limited shipping options available or may require additional transit time for delivery. If you think you are in a rural area or have concerns about extra fees, please contact us for a shipping quote. We are here to assist you and provide the best possible solution.

  4. Live Insects and Frozen Feeders: For the well-being and safety of the animals, we do not ship live insects or frozen feeders. These items are available for in-store purchase only. We apologize for any inconvenience this may cause.

  5. Tracking and Delivery: Once your order has been shipped, we will provide you with a tracking number via email. This will allow you to track the progress of your shipment and estimate the delivery date. Please note that tracking information may take up to 24 hours to become available.

  6. International Shipping: At this time, we only offer shipping within Canada. We do not offer international shipping.

  7. Packaging and Protection: We take great care in packaging your items to ensure they arrive in excellent condition. We use appropriate packaging materials and methods to protect your products during transit.

  8. Returns and Exchanges: For information regarding returns and exchanges, please refer to our Returns Policy.

Please note that our shipping policy is subject to change without prior notice. We encourage you to review the policy periodically for any updates.

If you have any further questions or require assistance regarding shipping, please don't hesitate to contact our customer support team. We are here to provide you with exceptional service and support.

Thank you for choosing Totally Reptiles. We appreciate your business and look forward to serving you.

Live Animal Shipping

At Totally Reptiles, we are committed to ensuring the safe and humane transport of live animals. Please review our live animal shipping policy below:

  1. Flat Rate Shipping: We offer a flat rate of $85 for live animal shipments. This rate applies to most destinations within Canada, excluding NU (Nunavut), NT (Northwest Territories), and YT (Yukon). Please note that additional shipping charges may apply to rural and distant areas.

  2. Rural and Distance Surcharges: Some rural or distant areas may require an additional surcharge due to extended transit times or special handling requirements. If you fall into one of these areas you will be contacted with options. If you believe your location falls into this category, please contact us for a shipping quote. If the surcharges exceed a reasonable amount, we will issue a refund.

  3. Shipping Schedule: Live animals are shipped on Mondays and Tuesdays to ensure prompt delivery and minimize the time spent in transit. This schedule allows for optimal conditions and reduces the risk of delays or issues arising from prolonged transit times.

  4. Weather Restrictions: The well-being of our live animals is of utmost importance. Therefore, we do not ship animals during periods of extreme heat or cold. Shipments will be delayed until the temperatures are safe and suitable for the animals. We closely monitor weather conditions and make decisions in the best interest of the animals' health and safety.

  5. Right to Refuse Shipping: In some cases, we reserve the right to refuse shipping if the time in transit is deemed to be too long or if there are concerns about the well-being of the animals. Our priority is to ensure the animals' welfare, and we will make responsible decisions accordingly.

Please note that our live animal shipping policy is subject to change without prior notice. We recommend reviewing the policy periodically for any updates or changes.

If you have any further questions or require assistance regarding live animal shipping, please don't hesitate to contact our customer support team. We are here to provide you with the necessary guidance and support.

Thank you for choosing Totally Reptiles. We appreciate your trust in our services and look forward to serving you and your live animal needs.

Return & Exchange Policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. Excludes Live Animals

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at totallyreptiles@rogers.com. Please note that returns will need to be sent to the following address: Totally Reptiles 177A Blossom Ave Brantford Ontario N3T 5L9

If your return is accepted, You are responsible for shipping fees. Items sent back to us without first requesting a return will not be accepted.

A 25 % Restocking Fee Applies To All Returns

You can always contact us for any return question at totallyreptiles@rogers.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at totallyreptiles@rogers.com.

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