0

Guarantees

At Andrew’s Reptiles, the health and safety of our animals is our highest priority. Please carefully review the following shipping requirements, guarantees, and return policies before purchasing an animal.

By purchasing an animal from Andrew’s Reptiles, the customer agrees to the terms and conditions outlined below.

Age Requirement

The purchase and care of any animal must be undertaken by an individual who is at least 18 years old.

Shipping & Live Arrival Guarantee

Andrew’s Reptiles offers two shipping options: FedEx Hub Pickup and Residential or Business Delivery.

Both shipping methods are eligible for our Live Arrival Guarantee when all applicable requirements below are followed.

FedEx Hub Pickup — Recommended

FedEx Hub Pickup is our recommended shipping method because it minimizes the amount of time your bearded dragon spends on a delivery vehicle and reduces exposure to weather and other delivery-related risks.

Bearded dragons shipped to an approved FedEx pickup location are covered by our Live Arrival Guarantee, provided the following requirements are met:

  • The animal must be picked up within 3 hours of becoming available for pickup, according to FedEx tracking.

  • Any problem with the animal upon arrival must be reported to Andrew’s Reptiles within 1 hour of pickup.

  • In the unlikely event that an animal arrives deceased (DOA), the customer must provide a continuous video showing the unopened shipping box being opened, the animal being unpacked, and the condition of the animal upon arrival. Additional photographs or video may also be requested.

FedEx delays do not void our Live Arrival Guarantee.

Tracking Your Hub Shipment

Your FedEx tracking number will be emailed to you through MorphMarket several days before your scheduled shipping date. If you cannot find the tracking email, please check your junk, spam, and all-mail folders.

It is the customer’s responsibility to track the shipment and monitor its progress in anticipation of pickup. Customers should closely monitor FedEx tracking on the scheduled delivery day so they know when their dragon becomes available for pickup.

Residential or Business Delivery

FedEx hub closures have increased the distance many customers must travel to pick up their dragons and, in some cases, can add significant round-trip driving.

For this reason, Andrew’s Reptiles has started offering home delivery again.

Home delivery is very safe as long as the following requirements are met:

  • Someone must be present at the delivery address to receive the animal on the first delivery attempt.

  • The package must be brought indoors immediately upon delivery.

  • The shipping address provided by the customer must be complete and accurate.

  • Any problem with the animal must be reported to Andrew’s Reptiles within 1 hour of the time FedEx tracking states that the package was delivered.

  • In the unlikely event that an animal arrives deceased (DOA), the customer must provide a continuous video showing the unopened shipping box being opened, the animal being unpacked, and the condition of the animal upon arrival. Additional photographs or video may also be requested.

FedEx delays do not void our Live Arrival Guarantee as long as the customer has complied with the requirements of this agreement.

Business Addresses

We can also ship to business addresses. Someone at the business must be available to accept the package on the first delivery attempt.

If the package is refused, missed, cannot be delivered, or goes back onto the FedEx delivery truck for any reason following a delivery attempt, all Live Arrival and Health Guarantees are void.

Tracking Your Home or Business Shipment

Your FedEx tracking number will be emailed to you through MorphMarket several days before your scheduled shipping date. If you cannot find the tracking email, please check your junk, spam, and all-mail folders.

It is the customer’s responsibility to track the shipment and monitor its progress in anticipation of delivery. Customers should closely monitor FedEx tracking on the scheduled delivery day and be prepared to receive the package when FedEx arrives.

The Live Arrival Guarantee does not apply when delivery problems result from circumstances caused by or requested by the customer, including:

  • An incorrect or incomplete shipping address;

  • Nobody being available for the first delivery attempt;

  • Failure to immediately retrieve the package after delivery;

  • Refusal of the shipment; or

  • A customer-requested delivery change, reroute, hold, or other modification after shipment.

Weather & Shipping Conditions

Andrew’s Reptiles reserves the right to delay shipment when temperatures, severe weather, FedEx service disruptions, or other conditions could place the animal at unnecessary risk.

We will work with the customer to select a safer shipping date when necessary.

Customers should not request changes directly through FedEx after an animal has shipped. Please contact Andrew’s Reptiles first if there is a problem with your shipment.

7-Day Health Guarantee

Every bearded dragon sold by Andrew’s Reptiles is covered by our 7-Day Health Guarantee.

We guarantee that your bearded dragon is healthy at the time it leaves our care.

If you have concerns about your dragon’s health within 7 days of delivery, contact Andrew’s Reptiles as soon as possible so we can help determine the appropriate next steps.

The Health Guarantee does not cover illness, injury, or death resulting from improper husbandry after delivery, including:

  • Inappropriate temperatures;

  • Inadequate or inappropriate UVB lighting;

  • Improper diet;

  • Improper supplementation;

  • Dehydration;

  • Unsafe enclosure conditions;

  • Injury;

  • Exposure to other animals; or

  • Failure to provide appropriate care.

Cohabitation, Injuries & Shedding

Andrew’s Reptiles does not recommend housing or cohabitating bearded dragons together.

The 7-Day Health Guarantee does not cover injuries resulting from cohabitation with another animal, including tail nips, toe nips, bites, or other injuries.

The guarantee also does not cover retained or stuck shed resulting from inadequate humidity or other husbandry conditions after delivery.

If a health problem is believed to have existed before shipment, Andrew’s Reptiles may request photographs, video, and husbandry information before determining the appropriate resolution.

Animal Attributes

Exact Animal Guarantee

We guarantee that the animal delivered to the customer is the exact animal represented in the product listing and photographs, unless the listing specifically states otherwise.

Sex, Genetics & Health Guarantee

Andrew’s Reptiles guarantees the sex, advertised genetics, and health of the animal for 7 days from the time the animal is delivered.

If, during this 7-day period:

  • The animal was incorrectly sexed;

  • The animal’s genetics are not as represented in the product listing; or

  • The animal is determined to have had a health problem covered by our 7-Day Health Guarantee;

the customer may return the animal for a full refund of the original purchase price.

Andrew’s Reptiles must be notified of the issue within the 7-day guarantee period. A refund will not be issued until the animal has been safely returned to Andrew’s Reptiles.

The customer is responsible for all return shipping costs and appropriate return shipping materials.

Animal Temperament

Due to the individual and unpredictable nature of live animals, Andrew’s Reptiles does not guarantee the temperament or behavior of any animal.

An animal’s temperament and behavior may change after shipping or as it adjusts to a new environment, handling, husbandry, and other circumstances.

Photographs & Color

We make every effort to photograph our animals in a way that accurately represents their appearance and physical structure.

However, the appearance and color of a bearded dragon may vary depending on lighting, background, body temperature, proximity to shedding, mood, the camera used to take the photograph, and the screen or device used to view the photograph.

Because of these variables, we cannot guarantee that an animal’s color will appear exactly the same in person as it does in photographs.

We strive to represent every animal as accurately and true to life as possible. We do not digitally alter, enhance, or manipulate the animal’s appearance or coloration in our photographs.

Cancellations

Customer Cancellation Before Shipping

If the customer decides to cancel the purchase before the reptile has been shipped, Andrew’s Reptiles will refund the amount paid minus a $100 non-refundable deposit.

The $100 deposit is non-refundable when the customer chooses to cancel the purchase.

Cancellation by Andrew’s Reptiles

If Andrew’s Reptiles determines that an animal should not be shipped or that we cannot complete the sale, the customer will receive a 100% refund of all payments made.

This may occur, for example, if the animal is not eating as well as we would like, develops a health concern, or we otherwise determine that shipping the animal would not be in its best interest.

Returns

If a customer decides within 7 days of receiving the animal that they want to return it, the customer may request a return.

The customer is responsible for arranging and paying for the safe return shipment of the animal.

Andrew’s Reptiles must be contacted before the animal is shipped back. An animal should not be returned until return arrangements and instructions have been discussed with us.

A refund will not be issued until the animal has been returned to Andrew’s Reptiles and is determined to be in the same condition in which it was received.

Please carefully consider your decision before purchasing a bearded dragon. Do not make an impulse purchase. These are live animals, and safely shipping a live animal is considerably more complicated than returning a typical product.

Return Shipping & Packaging

For all returns, including returns made under the 7-Day Health Guarantee, Animal Attributes Guarantee, or a customer-requested return, the customer is responsible for all return shipping costs.

Andrew’s Reptiles must be contacted before an animal is shipped back.

Keep Your Shipping Box

We strongly recommend keeping the original shipping box, insulation, and all other shipping materials for at least 7 days after receiving your dragon in case the animal needs to be shipped back.

The customer is responsible for providing correct, appropriate, and safe packaging for the return shipment.

If the original shipping materials are no longer available, the customer is responsible for obtaining suitable replacement packaging.

The animal must be packaged appropriately for current weather conditions and shipped using an appropriate live-animal shipping service.

A refund will not be issued until the animal has been safely returned to Andrew’s Reptiles and the requirements of the applicable guarantee or return policy have been met.

Refund Limit

If a customer is eligible for a refund under any of our policies, the refund will not exceed the original purchase price of the animal, except when Andrew’s Reptiles cancels the sale before shipment, in which case all payments made will be refunded.

Our Commitment

Our goal is simple: Get healthy bearded dragons safely to their new homes and take care of our customers when a legitimate problem occurs.