Returns & Exchanges

Your Satisfaction, Our Commitment. At Underground Reptiles Shop, we understand that building your bioactive habitat or expanding your exotic collection is a passion. We stand behind the quality of our curated supplies and equipment. However, due to the specialized nature of live animals and perishable goods, our policy has specific considerations to ensure the welfare of all creatures involved.

Policy Overview

We offer a 15-day return window from the date you receive your shipment for eligible items. All returns and exchanges must be initiated within this period. Please review the sections below carefully, as certain product categories have strict limitations to ensure animal safety and product integrity.

Step-by-Step Return & Exchange Process

Step 1: Review Eligibility & Initiate Request

Before proceeding, ensure your item is eligible for return (see “Non-Returnable Items” below). To initiate a return or exchange:

Contact Our Team: Email us at [email protected] within 15 days of delivery.
Provide Details: Include your order number, the product name, and a detailed reason for the return or exchange.
Await Authorization: Our dedicated care team will review your request and provide a Return Merchandise Authorization (RMA) number and specific instructions. Do not ship any item back without an RMA number.

Step 2: Package the Item

For eligible returns:

Repackage the item in its original, unmarked packaging with all accessories, manuals, and tags.
Include a copy of your RMA email inside the box.
Securely seal the package. For enclosures or fragile decor, use ample padding.

Step 3: Ship the Package

Ship the package to the address provided in your RMA instructions. We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped).

Return Address:
Underground Reptiles Shop
Returns Department – RMA #[Your RMA Number]
3010 Park Street, San Francisco, US 94107

Step 4: Inspection & Resolution

Once received, our team will inspect the item within 3-5 business days. We will then notify you via email about the status of your refund or the shipment of your exchange item.

Refund Timeline & Method

Stage	Timeline	Details
Inspection & Approval	3-5 business days after we receive the return	Quality check and processing.
Refund Initiation	Within 2 business days after approval	Refund is processed to your original payment method.
Funds Posted to Your Account	5-10 business days after initiation	Processing time depends on your bank or payment provider (Visa, MasterCard, JCB, PayPal).

Note: Shipping charges (Standard or Free EMS) are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Non-Returnable Items

To uphold the highest standards of animal welfare and product safety, the following items are FINAL SALE and cannot be returned or exchanged:

All Live Animals: This includes, but is not limited to, Amphibians, Axolotls, Geckos, and specimens from our “Bred By UG” and “Exclusive Exotics” collections. Their health and stress levels are our utmost priority, and they cannot be subjected to return shipping.
Perishable Goods: All Frozen Mice & Rats, Frozen Chickens, and other frozen feeders.
Opened or Used Consumables: Any opened Foods, Cleaning Supplies & Water Conditioner.
Bioactive Supplies & Live Cultures: Due to their live and perishable nature, items such as bioactive substrates, clean-up crews, and living plants.
Personal Care & Husbandry Tools: Used Husbandry Supplies & Care Tools for hygiene reasons.

Important: For any concerns regarding live animal health upon arrival, you must contact us at [email protected] within 2 hours of delivery with clear photos/videos. Our dedicated team will work with you directly on a case-by-case resolution, in line with our commitment to “Your Trust, Our Priority.”

Return Request Email Template

To streamline your request, please use the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Underground Reptiles Shop Team, I would like to request a [Return / Exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the product as listed on the website] Reason for Request: [Please provide a brief but detailed explanation, e.g., “Item arrived damaged,” “Incorrect item received,” “Defective part,” etc.] I have reviewed the Returns & Exchanges policy and confirm that this item appears to be eligible. Please provide the RMA number and instructions to proceed. Thank you, [Your Full Name] [Your Phone Number associated with the order]

Need Assistance?

Our team of exotic animal enthusiasts and customer care specialists is here to help.

Email: [email protected]
Processing Time: We strive to respond to all inquiries within 24-48 hours.

Thank you for being part of the Underground Reptiles community. We are dedicated to supporting your passion with integrity and care.