Shipping, Refunds & Live Arrival Policy

1. SHIPPING GUIDE

- FedEx Priority Overnight only.
- Redline Shipping professional packing.
- Shipping Monday–Wednesday.
- 2× monthly export/import cycles.
- Animals ship within 48 hours after import when cleared. Temperature Restrictions:
- No shipping below 35°F (1.6°C)
- No shipping above 90°F (32°C)
- Extreme temps below 25°F / above 95°F = no ship
- Heat pack under 50°F, cool pack above 85°FShipping Boxes:
- ¾ inch insulated box
- Ventilation holes
- Heat/cool pack as required
- Deli cups or breathable bags
- "Live Harmless Reptile" labelsLarge Box Adjustment:
- Multi-animal shipments or oversized species may require adjusted shipping cost.Customer Must Provide:
- Full name, address, email, phone
- Correct address required for guarantee

2. SHIPPING RESTRICTIONS & LEGAL REQUIREMENTS

Federal Laws:
- Lacey Act compliance
- USFWS import rules
- No USPS reptile shipping allowedFlorida Laws:
- FWC Class III license compliance
- Legal import from approved sourcesState Restrictions:
Examples of restrictions:
- Hawaii: no reptiles
- California: some species restricted
- NYC: certain reptiles restricted
- Oregon/Washington: local bans
Customer responsible for knowing local laws.Box Labeling:
- Mandatory "LIVE HARMLESS REPTILE", "PERISHABLE", "THIS SIDE UP"

3. WEATHER HOLDS & CARRIER DELAYS

Weather Holds:
- If temps unsafe, shipment delayed until safe.
- Not grounds for cancellation.
- Customer notified.FedEx Delays:
- Live Arrival Guarantee still applies if customer follows rules.Customer Delays:
- Missing delivery voids guarantee.
- Wrong address voids guarantee.Reshipping:
- Free reship if seller error.
- Customer pays if customer error.
- Case-by-case if FedEx fault.

4. CUSTOMER RECEIVING INSTRUCTIONS

- Customer must be home at delivery.
- Must open box within 2 hours.
- Must record unboxing video (required for claims).
- Inspect animal immediately.
- Report DOA or issues within 2 hours.Unboxing Video Requirements:
- Full continuous video.
- Show label and packaging.
- Show animal condition on camera.

5. DOA POLICY

Customer must submit:
1. Unboxing video (no cuts)
2. Photos of animal
3. Photos of box and labels
4. Time of delivery and opening
If approved:
- Full refund or replacement.
- Shipping refunded only if seller at fault.

6. HEALTH ISSUE POLICY

Covers:
- Dehydration
- Weak arrival
- Visible illness
Resolutions may include:
- Replacement
- Partial refund
- Store credit
- Guidance

7. REFUND POLICY

Refund Provided If:
- Seller error
- Wrong animal sent
- DOA claim approvedRefund NOT Provided If:
- Customer changed mind
- Wrong address
- Customer missed delivery
- Shipping delay due to weather
- Poor husbandry after arrivalOrder Cancellation:
- Within 24 hours: free
- After 24 hours: 15% restocking fee
- After shipping: no cancellation

8. EXTREME WEATHER POLICY

Absolute no-ship during:
- Below 25°F
- Above 95°F
Guarantee invalid if customer insists on unsafe shipping.

9. CUSTOMER RESPONSIBILITY AFTER ARRIVAL

Customer must:
- Provide correct temps
- Provide humidity/UVB
- Hydrate appropriately
- Avoid handling for 48 hoursNot covered by guarantee:
- Improper husbandry
- Failure to provide UVB
- Wrong temperatures
- Injuries after arrival

10. FINAL LEGAL NOTICE

By purchasing, customer agrees to all:
- Terms & Conditions
- Shipping Policy
- Refund/DOA rules
- State/Federal laws
PT Exotic FL LLC reserves the right to refuse service to protect animal welfare.