Refund policy

Refunds and Exchanges
Refunds and/or exchanges are handled on a case by case basis directly with purchaser via private communication (email, telephone, text, etc).  Please contact us directly at shop@mossygeckos.com if there are any questions or concerns regarding your order.  Generally, returns and exchanges are not available.  If the health or well-being of an animal purchased from us is involved, we will do our best to work with customers to ensure a positive outcome for all parties.

DOA
In the case of a DOA, we must be contacted within 1 hour of delivery with photos. Failure to contact with photo evidence within a hour of delivery will result in no refund or credit.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@mossygeckos.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@mossygeckos.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@mossygeckos.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if you have any questions or concerns.  Stress is a common occurrence through the shipping process for reptiles, so please allow time for your animal to acclimate to its new home upon receipt. We recommend not over handling your reptile for two weeks after receiving it; this will reduce stress on your animal as he/she acclimates to their new enclosure.