Refund Policy – Happy Scales & Tails Exotics

At Happy Scales & Tails Exotics, we strive to ensure every customer is satisfied with their purchase. Please read our refund policy carefully:

Live Animal Policy:
Due to the sensitive nature of shipping live animals, all live reptiles, amphibians, and fish sales are final. We guarantee that all live animals will arrive alive and healthy if someone is present to receive the package on the first delivery attempt. If your animal arrives deceased or in poor health, you must notify us within 2 hours of delivery with clear photos of the animal and the shipping box. We will review the claim and offer a replacement or store credit at our discretion.

Feeder Food Policy:
Feeder insects and frozen feeders are perishable items and are non-refundable. If your order arrives damaged or with significant loss, contact us within 24 hours of delivery with photos for resolution.

Dry Goods and Supplies Policy:
We accept returns on unopened, unused supplies and equipment (e.g., enclosures, lights, décor) within 14 days of delivery. Items must be returned in original packaging and condition. The customer is responsible for return shipping costs unless the item arrived damaged or incorrect. Once we receive and inspect the item, a refund will be issued to the original payment method (excluding original shipping fees).

Damaged or Incorrect Orders:
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photos and a description of the issue. We will arrange for a replacement or refund.

Non-Returnable Items:

• Opened or used products
• Custom orders
• Gift cards

How to Request a Refund or Return:

1. Email [email protected] with your order number, photos (if applicable), and a description of the issue.
2. We will respond within 2 business days with next steps.
3. Approved refunds will be processed within 5–7 business days after receiving the returned item.

If you have questions about our refund policy, please contact us at [email protected]