Live Animal Arrival & Health Guarantee

ARRIVAL HEALTH GUARANTEE:

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 does arrive DOA (dead on arrival), you must provide digital photographs or video of the packaging, clearly showing the label on the box, the condition of the outer box, and if applicable the deli cup. You must also provide a clear digital photograph or video of the animal, rolled over onto its back with the belly facing up. This provides proof the animal is deceased.

FOR HOME DELIVERY:

Images or video proof of the deceased gecko 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 all of these guidelines will void Biome Exotics Live Arrival and Health Guarantee.

FOR FEDEX SHIP CENTER PICKUP:

Images or video proof of the deceased gecko 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 all of these guidelines will void Biome Exotics Live Arrival and Health Guarantee.

EXTENDED 3-DAY HEALTH GUARANTEE POLICY:

*Please consider contacting us prior to the three day limit with any concerns you have regarding your geckos health. We are always willing to work with you to asses the care and environmental conditions you have provided and whether or not some minor adjustments are need 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 within 3 days, Biome Exotics requires customers to submit the following information:​

  1. Pictures of the animal(s) and their habitat showing their ENTIRE enclosure), along with a brief description of building materials used for the enclosure for example: (Size of enclosure, closure lid used, substrate types used, Types of lights used, etc).
  2. You must provide a clear digital photograph or video of the animal, rolled over onto its back with the belly facing up. This provides proof the animal is deceased.
  3. Please include a brief description providing the following information: 
    • What is the average temperature inside the enclosure? What device are you using to measure it?
    • How you provide humidity? How often?
    • What kind of water did you use to provide the hydration and humidity?
    • 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?
    • Are you dusting the food with a supplement? And how often?
    • Is the animal’s behavior unusual? If so, please describe? When did this behavior start?

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

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 receivers address 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 not SAFE for transport, a Biome Exotics team member will contact the buyer to discuss an alternate shipping date or location.

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