Hard-Goods Shipping & Return Policies

Thank you very much for choosing Biome Exotics LLC. We know you have a choice and we appreciate your business. Biome Exotics offers multiple shipping options through Federal Express (FedEx), and the United States Postal Service (USPS).

At the current time, we do not ship internationally. Most shipments will come from our location in Gaithersburg, Maryland. Most packages are generally shipped out the same day for orders placed before 2pm EST unless stated otherwise. Biome Exotics ships hard goods Monday through Friday (live animals Monday through Thursday, weather permitting). Transit times depend on service and carrier selected. We will always do our best to get packages out as quickly and efficiently as possible.

*Please be aware that If you select FedEx Ground service, FedEx may classify your address as a “Home Delivery” shipment which is only delivered Tuesday through Saturday. Biome Exotics has no say on how FedEx classifies your address, so please keep this in mind while choosing your shipping service.

FEDEX MISDELIVERED/LOST/STOLEN PACKAGES:

If the tracking report states that your package was delivered but was never received, before contacting our customer service, please first check with your neighbors, office/lobby area, or public mailbox to see if your package was accidentally misplaced. In the event your package is still missing, then contact Biome Exotics so we can file a claim with FedEx. FedEx will then get in touch with the driver who delivered your package. Once the shipper acquires the driver’s account for the delivery, we will let you know the results of the claim (Please be aware that this process may take a little time). FedEx uses a GPS tracking and delivery system to verify delivery points. This data will be conveyed to us as part of the claim report. If FedEx confirms a shipping error was made and the package is marked as lost in transit, Biome Exotics will ship and replace the item(s) free of charge. If FedEx confirms that the package was delivered to the address you provided, Biome Exotics LLC is not responsible and will not provide a replacement. This policy is to protect Biome Exotics LLC from any false claims and fraud.

USPS MISDELIVERED/LOST/STOLEN PACKAGES:

If the tracking report states that your package was delivered but was never received, before contacting our customer service, please first check with your neighbors, office/lobby area, or public mailbox to see if your package was accidentally misplaced. In the event your package is still missing, then contact Biome Exotics, so we can file a claim with USPS. Once USPS acquires the driver’s account for the delivery, we will let you know the status of the claim (Please be aware that this process may take a little time). If USPS confirms a shipping error was made and the package is marked as lost in transit, Biome Exotics will ship and replace the item(s) free of charge. If USPS confirms that the package was delivered to the address you provided, Biome Exotics LLC is not responsible and will not provide a replacement. This policy is to protect Biome Exotics LLC from any false claims and fraud.

*If necessary, for future shipments, Biome Exotics has every right to cancel USPS shipments and send your package via another carrier offering a similar ship time. This is done to protect our customers to assure that errors made do not re-occur, based on previous shipping experiences.

DAMAGED OR DEFECTIVE PRODUCT RETURNS:

In the unfortunate event that your order is missing any items or parts, or sustained damaged, simply contact Biome Exotics and we will get you taken care of. The customer must retain the mailing container, including any damaged articles, all packaging, and any contents received. The customer may be asked to make this proof available to Biome Exotics for inspection, retention, and disposition in accordance with the claims decision (1). Failure to do so will result in denial of the claim. Biome Exotics reserves the right to determine if the claim is warranted prior to shipping out a replacement or issuing a refund. Defective or damage claims must be made within two business days of receiving your product. Any claims made after this period will not be honored. This policy is to protect Biome Exotics LLC from any false claims and fraud.

(1) Certain manufacturers/vendors require a claim to be filed prior to shipping out a replacement.

RETURNS FOR PRODUCTS THAT ARE NOT DAMAGED OR DEFECTIVE:

This covers all items that arrived in good condition, where the customer ordered the product(s) by mistake or no longer wants or needs the product(s). To be eligible for a refund a return request must be made within two business days of receiving the product. Please be aware that the customer will be responsible for the return shipping cost of any product(s) returned back to us. A full inspection of the returned item will be made to assure its condition prior to offering a refund less the original shipping cost. Refunds will only be made to the original payment method used. Any products returned to us that are damaged or have missing parts will receive a refund. To avoid this, please consider insuring high dollar items being returned. This can be done through your preferred shipper. Any claims made after the two day period will not be honored.

TRAVELING INTERNATIONALLY WITH YOUR PRODUCTS OR ANIMALS:

In the event you are considering one of our animals and/or products with the intent to travel internationally. Please be aware of any travel restrictions. Before your purchase, check for any international laws prohibiting the import or export of such animals and/or products. Biome Exotics can not be held liable and will not honor any returns in the event the item(s) in question are confiscated or cannot be shipped internationally due to legal restrictions.