Live Animal Arrival & Health Guarantee

LIVE DELIVERY GUARANTEED ON OVERNIGHT SHIPPING SERVICE ONLY!

PROMPT NOTIFICATION REQUIRED:

Biome Exotics guarantees that every animal sold will arrive alive and healthy. To assure that our animal health arrival guarantee is not voided, it is very important to review the information below. To date, we have had zero incidents, but in the unfortunate case an animal should arrive DOA (dead on arrival), email support@biomeexotics.com immediately with the words "LIVE DELIVERY GUARANTEED" in the subject line. You must include the following digital photographs as attachments:

  1. A clear image showing the packaging and the label on the box.
  2. If applicable, an image showing the deli cup with the live animal.
  3. You must also include a clear digital photograph of the animal, rolled over onto its back with the belly facing up. This provides proof the animal is deceased.

DELIVERY MUST BE RECEIVED BY A PERSON:

Someone must be present to receive and inspect the package when it is delivered. If the carrier reports your delivery as "left at door", or like, your Biome Exotics Live Arrival and Health Guarantee will be voided, and you will NOT be eligible for a replacement. Always accept the shipment - do not refuse a package under any circumstances. REFUSING A PACKAGE WILL VOID YOUR GUARANTEE AND YOU WILL NOT BE ELIGIBLE FOR A REPLACEMENT.

FOR HOME DELIVERY:

The above stated images must be submitted no later than 2 hours after FedEx lists the package as "Delivered". Upon approval, a replacement animal will be offered, if a replacement is not available at the time of the claim, a credit covering the customers' cost of the deceased animal will be issued to the original form of payment. 

Failure to meet these guidelines will void your Biome Exotics Live Arrival and Health Guarantee.

FOR FEDEX SHIP CENTER PICKUP:

The above stated images must be submitted no later than 4 hours after the package is marked as "Available for pick up" at the shipping center you selected. Upon approval, a replacement animal will be offered, if a replacement is not available at the time of the claim, a credit covering the customers' cost of the deceased animal will be issued to the original form of payment.

Failure to meet these guidelines will void your Biome Exotics Live Arrival and Health Guarantee.

EXTENDED 3-DAY HEALTH POLICY:

*Please consider contacting us prior to the three-day limit with any concerns you have regarding your gecko's health. We are always willing to work with you to assess the care and environmental conditions you have provided and whether or not some minor adjustments are needed to be successful.

Biome Exotics offers an extended 3-day health guarantee on all animals purchased. If the animal(s) arrive(s) in good health but fail(s) to thrive or passes within 3 days, Biome Exotics requires customers to email the following information to support@biomeexotics.com using EXTENDED 3-DAY HEALTH POLICY for the subject line.​

  1. Pictures of the animal(s) and their habitat showing their ENTIRE enclosure)
  2. Dimensions of the enclosure, a brief description of the building materials used within, substrates used, lighting and heat source used.
  3. You must provide a clear digital photograph of the animal, rolled over onto its back with the belly facing up. This provides proof the animal is deceased.
  4. Please include a brief description providing the following information: 
    • What are the average day and night temperatures inside the enclosure? What device are you using to measure it?
    • How do you provide heat? How long?
    • How do you provide humidity? How often?
    • How do you provide hydration? (For drinking)
    • What other animals are/were present in the enclosure, if any?
    • What is your prior experience with micro day geckos?
    • What Food sources are offered?
    • Is the animal’s behavior unusual? If so, please describe the behavior and when it started?

Upon approval, a replacement animal will be offered, if a replacement is not available at the time of the claim, a credit covering the customers' cost of the deceased animal will be issued to the original form of payment.

​Failure to meet these guidelines will void your Biome Exotics Extended 3-Day Health Guarantee.

CLAIM REVIEW:

Once the claim is received and if Biome Exotics deems the animal(s) failed to thrive by no fault of the customer, a replacement animal will be offered, at no charge. If a replacement is not available at the time of the claim, a credit covering the customers’ cost of the deceased animal will be issued to the original form of payment. Rest assured that every effort will be made to avoid this from happening. Biome Exotics takes all necessary precautions and will never ship without first agreeing to a delivery date and location with the customer. Our staff will always check the weather conditions at both the sender and the receiver's location to make sure they are within acceptable safe ranges prior to shipping. In case either the point of origin or the shipping destination experiences conditions deemed not SAFE for animal transport, a Biome Exotics team member will contact the buyer to discuss an alternate shipping date and/or location.

Please [contact] one of our team members if you have any questions, we'll be happy to help.