terms AND CONDITIONS
THIS IS AN ARCHIVED VERSION OF OUR TERMS AND CONDITIONS, APPLYING TO ALL CUSTOMERS who placed orders from august 23, 2018 to JANUARY 8, 2020.
IF YOU ORDER ON OR AFTER JANUARY 9, 2020, YOU WILL BE AGREEING TO THE UPDATED TERMS AND CONDITIONS.
We will select a shipping date that lines up with your schedule, FedEx and the weather forecast. You are required to be at the shipping location when your animal arrives. We cannot ship to PO Boxes. All animals are shipped with FedEx overnight priority.
Animals take priority at Emerald Scales. It is very important that every animal is sent to somebody who cares, and is prepared for an animal, which we accurately determine to the best of our ability. We are happy to do anything we can put you at ease, and ensure you feel confident and prepared for an animal, however, we reserve the right to decline shipping an animal to anyone at any time before sending you an invoice for payment. In the extremely rare case that we must decline after you pay, we will send you a full refund. Don’t worry, as long as you have researched and used our instructions on the order page to help prepare you, we’re sure everything will go smoothly. Thanks for understanding!
Emerald Scales cannot currently ship to Alaska, Hawaii, or any country or region out of the United States. If you are in the contiguous United States and the animal you're interested can legally cross state lines, along with being kept and traded in your state, then we can ship to you!
Live Arrival Guarantee
Shipping live reptiles and amphibians is an ever-improving process that keeps the animals safe while in the mail. We are confident you will receive a healthy animal every time you order with us. However, there can be the very rare and unfortunate case where an issue out of our hands comes up during shipping due to errors caused by FedEx.
If your animal is dead on arrival or appears to be injured, please contact us immediately, within six hours of arrival so we can quickly resolve the issue.
If your animal shows signs of illness after this six-hour period, please contact us at any time and we will do our best to help resolve your issue, along with ensuring your new animal stays happy and healthy.
Your personal information is kept private, only being shared with people directly working with Emerald Scales (i.e. if your animal is from one of our partnered breeders, they will be given your address to ship to you.) Any payment information (credit card, debit card, etc.) is never given to us, as we work directly through secure payment systems (PayPal & Stripe). If we ever contact you, we may ask for information including your name, address, or phone number, but will never ask for your card information under any circumstances.
Cancellations, Refunds & Returns
By clicking or tapping “submit” on our order page, you are agreeing to go through with the order if you are accepted. If you decide you no longer want to be sent an order, please let us know as soon as possible. It is not guaranteed that a cancellation is possible, depending on whether we have already shipped the animal or not, however we’ll do our best to stop the transaction. There is a 3% fee withheld from all refunds to cover the transaction costs. As an example, if you make a $100 purchase and request a cancellation, you will receive $97 back. Refunds are only possible if an animal arrives in different conditions than it was described as. Emerald Scales does not accept returns of live animals. Please see our live arrival guarantee above for more information, and remember that we’re here to help resolve any and all problems to the best of our ability.
ORDER ERRORS & MISHAPS
By submitting an order, you are agreeing that, in the extremely rare case you're shipped the incorrect animal(s), you will ship the animal back to our location. You will never be responsible for additional costs caused by any errors Emerald Scales makes - we will always compensate our mishaps. We simply require that you comply in the case a mistake is made.