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All fauna purchases must be shipped via FEDEX Priority Overnight to our customers. When shipping, we offer an “Arrive Alive and Stay Alive” guarantee on all fauna purchases. This means that your animal(s) is guaranteed to arrive alive and well! We take great pride and care in keeping and raising our animals and hope that they make a smooth transition from our home, to yours! Therefore, we ensure that your animal is healthy upon the time of shipping and we guarantee their health for a 24 hour period post delivery. If a freak accident lending to a DOA (Dead on Arrival) occurs during shipping, or if there are any general health concerns – please contact us within this time window to report any issues. Clear photos and details are a MUST to qualify for our full refund or replacement (if available) guarantee for the animal. Unfortunately, we cannot offer any guarantees on fauna outside of this 24 hour window – due to the simple fact the animal is no longer in our care. Please be sure to do your research on your new exotic pet before purchasing! We are here to answer any care or husbandry questions you may have, please do not hesitate to contact us.
Flora purchases may be shipped via FEDEX Ground or USPS 3-5 day services. All flora is guaranteed to arrive pest free! We ensure you that your flora will be packed with great care to have a safe trip, but please note that there is NO refunds for physically and cosmetically damaged, cold damaged, broken, etc… foliage, stems, or inflorescences. We do not offer a “stay alive” guarantee on any flora due to the unique nature of each and every plant species with different care requirements. We will share any and all off our plant-care knowledge and tips to aid in happy growing! Please allow 3-5 days for your order to be pulled, packed and shipped.
We charge a flat rate of $14.99 for shipping and packing materials. Any overages (in regards to small plant orders – i.e. a single peperomia prostrata) will be refunded after the label is printed.
Please be mindful of your local temperatures when shopping during winter and be sure to purchase a heat pack if you temperatures are under 50 degrees. Heatpacks can be found in our supply department. We do not suggest purchasing any flora (even with a heat pack) if temperature HIGHS are below 32 degrees freezing.
ILLExotics reserves the right to hold any live fauna orders if we believe extreme high or low temperatures may cause harm to the animals that you have purchased. The shipyourreptiles and reptilesexpress shipping service does not allow shipments to be sent in daytime temperatures below 38 or over 90 degrees Fahrenheit.
However with flora purchases, it is the buyers responsibility to monitor their weather and temperatures and arrange a new shipping date when conditions are safe. Heat and cool packs are advised (when necessary) and can be purchased by customers for use with their live fauna and flora orders. There will be no refunds for cold damaged plants.
All living items (feeders, animals, plants) are not able to be returned to ILLExotics for a refund. If there are issues regarding your live product see our please see our “Arrive Alive and Health Guarantee” policy above, and contact us ASAP.
We accept returns on dry good products for full refund within a 48 hours post delivery to our customers. Returns will still be accepted outside of the 48 hour post delivery window, within a 7 day period – for store credit only. Products must be sealed, unopened, and unused in the original manufacturer packaging as received. The customer is responsible for paying return shipping to ILLExotics, and we will issue a full refund of the original amount paid upon receipt.
ILLExotics does NOT cover original shipping cost or return shipping cost.
If your product arrives damaged, be sure to contact us within 48 hours of delivery with photos of the damaged goods for full refund or replacements at no additional cost!
Once your order is placed, tracking information will be issued within our 3 day processing period before shipping.