Live Animal Guarantee & Return Policy
At Big Stretch Reptiles, the health and well-being of our animals comes first. We take great care to ensure every reptile we sell is healthy, properly established, and accurately represented at the time it leaves our care.
Live Arrival Guarantee
All reptiles shipped by Big Stretch Reptiles are guaranteed to arrive alive and in good condition when our approved shipping and delivery requirements are followed.
The buyer must be available to receive the animal on the first delivery attempt or pick the animal up promptly from the approved carrier location when hub pickup has been arranged.
If an animal arrives deceased or in visibly compromised condition, the buyer must contact Big Stretch Reptiles within 1 hour of delivery or pickup.
Clear photographs and/or video of the animal, packaging, and shipping box may be required so we can evaluate the situation.
If a covered animal is confirmed to have arrived deceased, Big Stretch Reptiles will provide an appropriate resolution, which may include a replacement animal of comparable value or a refund, depending on availability and the circumstances.
The Live Arrival Guarantee may be void if:
The buyer provides an incorrect or incomplete shipping address.
No one is available for the first scheduled delivery attempt.
A package being held for pickup is not collected within the required timeframe.
The buyer requests shipment despite conditions that Big Stretch Reptiles has advised are unsafe.
The package or animal is mishandled after delivery.
The buyer fails to report an arrival issue within the required timeframe.
Big Stretch Reptiles reserves the right to delay shipping because of extreme temperatures, severe weather, carrier disruptions, holidays, or any other condition we believe could jeopardize the animal's safety.
The animal's safety will always take priority over a requested shipping date.
3-Day Health Guarantee
Big Stretch Reptiles guarantees that animals are healthy and showing no known signs of illness at the time they leave our care.
If you believe your reptile has developed a health problem that may have been present at the time of sale, please contact us as soon as possible and no later than 3 calendar days after receiving the animal.
We may request photographs, videos, information about the animal's enclosure and husbandry, and/or documentation from a licensed exotic-animal veterinarian before determining an appropriate resolution.
This guarantee does not cover illness, injury, or death resulting from improper husbandry or circumstances outside our control after delivery, including inappropriate temperatures, lighting or UVB, humidity, diet, supplementation, dehydration, unsafe enclosures, injuries, accidents, interactions with other animals, or failure to follow appropriate species-specific care.
Returns & Exchanges
Because reptiles are live animals and returning an animal can create significant health and biosecurity risks, all live-animal sales are generally final.
We do not accept returns or exchanges because of buyer's remorse, change of mind, loss of interest, housing restrictions, family objections, or failure to research the care requirements of the species before purchase.
If there is a legitimate health concern, shipping issue, or material discrepancy between the animal received and the animal purchased, please contact Big Stretch Reptiles immediately. We will review the situation individually and work toward an appropriate resolution.
Do not ship or return a live animal to Big Stretch Reptiles without prior written authorization.
Genetics, Sex & Appearance
We make every reasonable effort to accurately represent each animal's genetics, lineage, sex, age, and physical characteristics.
Genetics represented as 100% heterozygous (het) or otherwise genetically established will be identified accordingly. Animals advertised as possible het are not guaranteed to prove genetically.
When an animal's sex is represented as probable, possible, or otherwise uncertain, that designation is not guaranteed.
Colors and appearance can change as reptiles grow, shed, mature, and respond to environmental conditions. Photographs are intended to represent the individual animal as accurately as reasonably possible, but future coloration, size, pattern development, breeding performance, and temperament cannot be guaranteed.
Breeding Animals
An animal described as "breeding size," "breeding ready," "proven," or similar is being described based on the information available to Big Stretch Reptiles at the time of sale.
Past breeding history or apparent breeding readiness does not guarantee future fertility, successful breeding, egg production, conception, hatch rates, or viable offspring.
Buyer Responsibility
By purchasing a reptile from Big Stretch Reptiles, the buyer confirms that they have researched the species and are prepared to provide appropriate housing, heating, lighting, nutrition, supplementation, veterinary care, and husbandry.
The buyer is also responsible for confirming that possession of the purchased species is legal in their state, county, city, municipality, or other jurisdiction.
Big Stretch Reptiles reserves the right to decline or cancel a sale if we believe completing the transaction would not be in the best interest of the animal.
Our Commitment
We want every Big Stretch Reptiles animal to thrive in its new home. Questions after your purchase are always welcome. We would much rather have you reach out with a husbandry or care question than struggle with a problem alone.
By completing a purchase from Big Stretch Reptiles, the buyer acknowledges that they have read and agreed to this Live Animal Guarantee & Return Policy.
