Question 1

Refund Policy

Accepted Answer

All sales are final, if you wish to cancel an order before it has shipped we can offer store credit. For services please refer to the cancellation policy on the bottom of any service page.

Question 2

Deposits

Accepted Answer

When you place a deposit whether it is for a cage, party or animal it is 100% NONREFUNDABLE.

Question 3

Shipping Live Animals

Accepted Answer

When you place an order for a live animal we will contact you through text message to set up a shipping date.  Usually we ship live animals priority overnight on Tuesdays to arrive Wednesday morning because it is the safest day and least likely for delays (still possible). In order to qualify for our live arrival guarantee you must work with us in order to get a safe shipping day that works for you, the animal and us.
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In some cases for live arrival guaranteed you will need to pick up your animals from a nearby FedEx hub, this is the only way FedEx will insure a package (If shipped directly to you and something happens I will be the one to take the loss) So when it is cold, your address may be tricky to find, an order contains a lot of animals, or the order is worth over $300 it is required that we ship to a hub.

If shipping is not safe for whatever reason we are happy and willing to hold your animal until it is safe but we WILL NOT put an animal in danger for any reason and there will be NO REFUNDS.

If you want your order to arrive before a certain date, holiday or if it's too cold in your area to ship it is your responsibility to reach out to our customer service in advance to see if it is possible, We do not promise fast shipping we promise live arrival.

Question 4

Live Arrival Guarantee

Accepted Answer

In order to be eligible for our Live Arrival Guarantee
- Follow our recommendations when setting up a shipping date.
- If shipped to your home the package must be opened as soon as possible and any problems must be reported within 30 minutes of arrival. 
- If shipped to a hub the package must be picked up the same day and any problems must be reported 30 minutes after pick up is confirmed.

Question 5

1 Month Health Warranty

Accepted Answer

In order to be eligible for our 1 Month Health Warranty
- You must send us a picture of the enclosure and the proper requirements must be met before the animal arrives. We are here to help you get there if you have any questions please do not be shy.
- Once the animal arrives if there are ever any issues or concerns I must be notified immediately. 
- An update (Behavior, diet, care) and picture of the animal must be provided on arrival day, the 3rd day, 1 week after arrival and so on weekly until the month is over.

This policy is in place to ensure that the animal goes to an owner that will do their best for their animal, in most cases if you follow the warranty you will never need the warranty but if you choose to do things on your own without my assistance you are responsible for the animal. You can always contact me at the same number if you have any questions or updates. I have customers from over 6 years ago that I still keep in touch with and they send me occasional updates.

If you choose to ignore my recommendations, follow other advice/care guides over the ones on shadowsreptiles.com,  or take the animal to a vet/give it medication before speaking with me the Health Warranty is VOID.

Question 6

Lifetime Warranty

Accepted Answer

In order to be eligible for our lifetime warranty you will need to continue weekly updates in the All About Animals Group.

Lifetime warranty is only available to website members

Question 7

Party Policies

Accepted Answer

Shadow's Reptiles Booking & Event Policies 
Booking Your Event
 A 50% deposit is required to hold your date and time, until we receive it your date is not guaranteed.
Events booked more than 14 days in advance require a 50% deposit. 
Events booked within 14 days require payment in full.

Final Payment

The remaining 50% balance is due the week before your event.
 Late payments may result in cancellation or rescheduling
 Deposits are non-refundable.

Waivers

All required waivers must be signed and filled the week before your event

If waivers are missing, we will still attend the event but animals won't be touched by participants.

Event Confirmation 
Your event is fully confirmed once we receive:
 Required payments 
Signed waivers 
Any event details we need

If these items are missing, your event may be delayed, rescheduled, or canceled.

Communication 
Please respond to messages about your event.

If we do not receive a response after multiple attempts, we may release the date to another client or cancel the booking.

We recommend 1 point of contact via SMS.

Choosing a Program

Each program includes specific animals and activities.

The program description explains what is included. 
Clients are responsible for choosing the program that best fits their needs.
 Not all programs include mammals, birds, or specialty animals. 
Animal substitutions may be made for health, safety, or animal welfare reasons. 
Program changes may be made if needed to keep animals, guests, or staff safe.

Event Concerns 
Please let us know about any concerns as soon as possible.

A program is considered completed when the package purchased is delivered as described.

Misunderstandings about the package selected do not qualify for refunds, discounts, credits, or additional services when the booked program was provided correctly.

Cancellations & Rescheduling

Deposits are non-refundable. 
If an event is canceled after full payment has been made, no refund will be issued.

Rescheduling 
One reschedule is allowed at no charge if requested at least 14 days before the event. 
The new event date must be scheduled within 12 months of the original event date. 
After 12 months, the reschedule expires. 
Rescheduling is subject to availability.

Late Rescheduling Requests

If a reschedule is requested less than 14 days before the event, a rescheduling fee will apply.

Event Total $500–$999: $75–$150 Fee
 Event Total $1,000–$1,999: $150–$300 Fee
 Event Total $2,000–$3,000: $300–$500 Fee 
Prices above are examples

The exact fee will be determined by Shadow's Reptiles.

Rescheduling requests made less than 7 days before the event may be approved or denied at our discretion.

Weather, illness, emergencies, scheduling conflicts, or other personal circumstances do not waive cancellation or rescheduling fees.

To cancel or reschedule please contact us at 786-584-0533.

Right to Cancel or Refuse Service

Shadow's Reptiles may cancel, modify, or refuse service if: 
Payments are not received on time 
Waivers are not completed
 Required information is missing 
Safety concerns arise 
The client becomes unresponsive

Arrival 
We always aim to arrive 10-15 minutes ahead of schedule. I never expect to be late but please plan for up to 15 minutes of delay after our scheduled start time in case of traffic, bad weather or other unexpected issues.

Satisfaction Guaranteed
We want all of our customers to be completely stoked to have worked with us so we offer a satisfaction guarantee with the following conditions:
- Dissatisfaction must be reported within 24 hours of the show.
-  Must describe the issue clearly so we can prevent it from happening in the future.
- Not applicable if show was interrupted or impacted by factors outside of our control ( Venue conditions, Weather, Unruly guests, etc.)

If you do not agree with these terms, please do not book with us and do not contact us requesting changes to these policies.

Question 8

Trades

Accepted Answer

It is extremely rare for us to accept trades but if we do, we must receive our item or animal before we ship yours off.

Question 9

No Contact Policy

Accepted Answer

If you place a live animal order with us and you do not answer to schedule shipping once we reach out here is what happens
- We will send you a text as soon as possible
- If no answer we will call you a few times
-If we still can't contact you we will email you
-If no contact within 2 weeks your animal is no longer on hold and we stop reaching out
-If no contact within 2 months no refund.

TERMS & CONDITIONS