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All live animal sales are final and we have a zero return policy. Although we do have a live arrival guarantee that applies only to the state of the animal once it arrives at the destination.
Note: Canceled and refunded animal orders prior to shipping will be charged a $10.00 cancellation fee. All canceled and refunded orders paid with Sezzle will be charged a 6% cancellation fee for the total value of the order. The $10.00 or 6% fee will be deducted from the refund provided. Why do we charge a cancellation fee? When an order is placed the animal and or goods are reserved and no longer available for sale to other customers. We also incur processing fees when the order is placed that we cannot recover. If an order is cancelled or refunded due to delayed shipping because of temperatures the fee will not be charged.
Our dry goods return policy is good for 30 days form the delivery of the dry goods. If 30 days have gone by since delivery, unfortunately we can’t offer you a refund or exchange on dry goods.
To be eligible for a return, your dry goods must be unused and in the same condition that you received them in. They must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as animals and frozen food items cannot be returned.
Additional non-returnable items:
Gift cards Note: Gift cards expire 6 months from the date of purchase.
Frozen food items Note: Do to the perishable nature of frozen food items it is impossible for us to offer returns.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment promptly within 5 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at [email protected].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 10721 South Dixie Hwy. Suite A PALMETTO BAY, FL USA 33157.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.
To return your product, you should mail your product to: 10721 South Dixie Hwy. Suite A PALMETTO BAY, FL USA 33157. You will be responsible for paying for your own shipping costs for returning your item(s) unless the item is defective. Original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Any products shipped to THE TORTOISE AND TURTLE SOURCE collect will be refused.