Live Animal Guarantee and Warranty
256Exotics, LLC takes great pride in guaranteeing live arrival for each and every live mammal, reptile, amphibian, and invertebrate order that we ship, in addition to a seven day extended guarantee, giving you a full week of coverage. Below we will review our guarantee in detail, including nullification factors.
Dead or injured on arrival (“DOA”) animals are extremely rare, but if it does occur you need to be familiar with our policy (this is why, at checkout, you must acknowledge having read this page in its entirety). This provides us with your digital signature. Ignoring the terms of the guarantee is not an excuse, and will not render these rules void. If you do receive a DOA mammal, reptile, amphibian, or invertebrate, please e-mail us a clear picture of the animal placed on top of the shipping label, upside down, all in one snapshot. Additional photographs may be requested for further verification. E-mail both pictures to the address in the site header within eight hours of arrival.
Upon approval of your claim, you have two options.
The first option is having us ship you a replacement animal, although discounted shipping costs will be the responsibility of the customer. If the replacement animal is DOA, we would then refund your purchase price (excluding the shipping costs) via PayPal or credit card, depending on your method of payment. Fortunately, this has never happened. Keep in mind, we are extremely reasonable people, so we'll work with you. Every situation is different.
The second option in the case of a DOA animal is an immediate refund, less the shipping cost.
The pictures we utilize on our website are representative of the species, which means you are not ordering the exact animal in the photograph. Claiming that the reptile, amphibian, or invertebrate you received does not look identical to the picture on the website is not a valid reason for reimbursement or return.
Due to appropriate Coronavirus containment efforts, both FedEx and UPS have announced they may be temporarily suspending signature requirements for packages. Because of this, please be on the lookout for your delivery (most arrive by 10:30am local time). If you experience a DOA, we must be made aware via e-mail or phone within three hours of the delivery, or it will not be honored under our guarantee terms.
1.) If temperatures at the delivery zip code dip below 40F or above 90F, the live arrival guarantee and extended guarantee are both completely voided for all mammals, reptiles, amphibians, invertebrates, and feeders. Shipping live animals is a shared risk between the shipper and the customer--please research your local temperatures prior to ordering. It is our goal to ensure the health and safety of all the animals.
2.) If you, or an authorized representative are not present for a delivery attempt (usually in the morning), the live arrival guarantee is null and void. If it was agreed upon that the animal(s) would be held at the carrier's facility, the package(s) must be picked-up within eight hours of arrival at the said facility.
3.) If you inadvertently enter a delivery address during checkout that is not valid, the live arrival guarantee is voided.
4.) If you do not contact us within eight hours of delivery or pick-up with DOA and shipping label photographs, the live arrival guarantee is voided.
5.) We are not responsible for carrier delays, but will make exceptions on a case-by-case basis.
When you order through our website, you specifically click on "Yes" to accept our live arrival guarantee. It is legally binding. This gives us your digital signature agreeing to the guarantee terms, which we then keep on file. We utilize a collection agency for any and all customers who attempt unethical chargebacks or disputes in violation of these agreed upon terms.
FedEx and UPS systems show when the package(s) arrive, and who signed for it. Our carriers should never leave a package without a signature.
Please feel free to contact us if you have any questions at all.
Beyond the warranties and guarantees contained herein, all OTHER WARRANTIES, IMPLIED OR EXPRESS, ARE WAIVED, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY, THE IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE AND THE IMPLIED WARRANTY OF TITLE. We will allow no refunds or returns except in accordance with this page. All refunds and returns of animals are subject to Alabama law regardless of where you are located or to where we ship the animals.