Our Guarantee

Live Arrival Guarantee

  1. We provide a Live Arrival Guarantee on all species, shipped from SMart Exotics to you, that simply means that your new pet(s) will arrive alive and healthy barring any unforeseeable shipping conditions. If your new pet does not arrive alive and well we will work with the customer to replace or refund the shipment. Please review our Shipping policy page for more details on how shipments are handled.

  2. In order to provide a Live Arrival Guarantee the following criteria must be met:

    • All shipments must be signed for within 2 hours of arriving at the destination Hub. If the shipment is late due to FedEx delays this time requirement will be waived.

    • Packages that are delayed by FedEx should be opened immediately and verified for issues. Photos of the animal(s) and FedEx shipping label should be emailed to smartexotics201@gmail.com. This will help us facilitate any immediate action that may be required in order to address shipping stress exhibited by your pet due to the delay.

    • Any DOAs (dead on arrival) should have photos emailed to smartexotics201@gmail.com of the animal(s) and shipping label upon receipt from FedEx. We will work with the customer from that point on to replace any DOA animals that have perished as quickly as time permits and as our inventory allows. Refunds will be issued if SMart Exotics cannot fulfill replacements.

    • Any failure to follow the above requirements voids the Live Arrival Guarantee and SMart Exotics’ ability to fulfill replacements.

Health Guarantee

1. Our Health Guarantee is simple. We guarantee your new pet(s), from SMart Exotics to you, will thrive in their new home if the species specific husbandry needs are met or exceeded for the time periods listed for Reptiles and Amphibians below. Should your new pet(s) not thrive, due to conditions outside of the customer’s control, we will help address your pet’s current issues and offer any feasible remedies. If your pet perishes within the time periods listed below, again due to conditions out of the customer’s control, we will work to find a replacement or refund. The following items will need to be emailed to smartexotics201@gmail.com in order to properly make any assessment.

  • Pictures of the animal(s) and habitat (make sure to show the ENTIRE enclosure), as well as a brief description (substrate used, type of top, lights, etc)

  • Temperature and humidity in the enclosure and the device you're using to measure them (digital or analog thermometer, etc)

  • What other animals are/were present in the enclosure?

  • What is your prior experience with this particular species?

  • What did you feed your pet?

  • What did you dust the food with?

  • How long have they been in your care?

  • What kind of water did you use for your pet?

  • Was there any unusual or atypical behavior observed? If so, what was observed and how long did this occur?

2. Our Health Guarantee is void if species specific husbandry needs are not provided to your pet. Species specific husbandry needs are provided as care sheets on our website. If we do not provide a care sheet, commonly accepted hobby standards are deemed minimally sufficient and should be exceeded when possible.

3. Reptiles will have a 15 day Health Guarantee from delivery or date of purchase. We expect that the customer will contact us with any issues that arise prior to any point where the animal’s general condition is irreversible. Most reptiles will decline slowly if there are truly underlying health issues or improper husbandry conditions. Poor husbandry habits can be corrected and may be all that your reptile needs to improve and thrive.

4. Amphibians will have a 3 day Health Guarantee from delivery or date of purchase. The delicate nature of amphibians lends themselves to having a much smaller window to effectively correct improper husbandry habits or unforeseeable health issues.

5. We, SMart Exotics, reserve the right to extend any Health Guarantee from the minimums stated above as we see fit in order to provide the best possible care and service.

Updated: 12/5/21

Note: The above policy can be amended at any point we feel the current policy is inadequate or we find more efficient ways to handle all situations.