Terms of service
Terms of Service and Shipping
Must be 18 or over to purchase live animals and/invertebrates.
Shipping Days:
Orders will be shipped Mondays. We hold the right to delay shipping in the event of extreme weather (below 40°F or above 90°F) in order to ensure the safety of the animals. Weather must be under 90°F to benefit from LAG.
Shipping Method:
Shipping method is chosen by the customer from the options listed below and will be automatically Hold for Pickup unless otherwise specified. It is the customer's responsibility to ensure that their chosen hub address accepts live animals and hold for pickup. Any changes to this policy after the initial payment, at the request of the customer, are at the expense and responsibility of the customer. Shipping method will be chosen and paid for at checkout.
Fedex Priority Overnight
Fedex 2 Day
Unforeseen Circumstances:
RedRayne Exotics, and Kristine Loret, (henceforward referred to as “the seller”) is not responsible for delays or non-delivered items due to poor weather or issues with carrier service (Fedex, UPS, or otherwise) as these events are out of the seller’s control. Any delays due to a lack of communication, on the part of the customer, are not the responsibility of the seller. Orders that are at risk of delay may be shipped out at the next safest date to ensure a timely arrival and is at the discretion of the seller. The seller cannot control shipping company operations but will do their best to aid in resolving any issues. Shipment or delivery dates are not guaranteed as delays can occur due to weather or carrier events that are out of the seller’s control and therefore not covered under this policy.
LAG (Live Arrival Guarantee):
All live animal orders will be scheduled for pickup at the customer’s local hub in order to be eligible for LAG (live arrival guarantee). Orders will be sent to the hub closest to the provided address unless requested otherwise and will be notated in the customer's account on the website for reference. If a preferred hub address is requested, it is the customer's responsibility to ensure that the hub accepts hold for pickup and live animals. The seller is not liable and LAG does not apply if the hub rejects the box upon arrival due to company policy. The customer may request the shipment be delivered directly to their residence with the understanding that the shipment is no longer eligible for LAG. If there is no option for local pickup at a hub, the shipment is no longer eligible for LAG. All orders must be picked up on the day of delivery, otherwise it is no longer eligible for LAG. All shipped invertebrates come with an over-count to ensure you receive the amount purchased in the unlikely event of loss during shipping. LAG only applies to the purchased quantity of animals, not any extra over-counts
Care and Packaging:
All orders are packed with the necessary cooling/heating items in order to regulate the temperature in the shipping box. As these items are intended for temporary care, the customer is responsible for picking their order up in a timely manner.
In-Person/Expo Pickup Orders:
Pickup locations will be confirmed prior to the pickup date once payment has been received. Any delays, on the part of the customer, that occur due to traffic or schedule changes must be promptly communicated with the seller. In turn, the seller will promptly communicate any issues that may cause delays for a pickup order. The seller will wait at the agreed upon location for no longer than 10 minutes, without communication from the customer, before the customer is considered a no call no show. The customer will confirm that their order is alive and active within 10 minutes of delivery, by the seller, in order to be eligible for LAG. Once the customer has received their order and confirmed LAG, the seller is no longer responsible for any deaths associated with temperature or mishandling by the customer. Orders are packed with minimal temperature regulating materials to aid in safer transportation by personal vehicle. Full shipping packaging can be requested for an additional $10 fee.
Required ID:
Please bring a valid form of ID to pick up your package at your local hub or in-person meets. Hubs (and the seller for local pickup) will require a valid form of ID to verify the customer’s identity and ensure the order is delivered to the correct recipient. Please inform the seller if another individual (other than the name on the order) will be picking up your order and provide the seller with their required information, which will be verified before delivery. If there is a problem with the pickup, it is recommended that the customer contact the seller while still in the building so they are able to try and resolve any occurring issues.
Issues with your order:
If there are any issues with your order, immediately notify the seller with proof of the deficiency (via pictures and/or an unboxing video). Proof is required within one hour of the time stamped pickup or delivery. Failure to do so within this timeframe voids the LAG stated above. Any agreed upon replacements will be sent out at the next earliest shipping date. Shipping costs for the replacement package are at the expense of the customer and are required to be paid before the order is shipped. All replacement orders follow the same LAG stated above.
Payments and Refunds:
All payments are final and will not be refunded for any reason. Any orders that are canceled by the customer or result in a NCNS will not be refunded.
Our goal is to establish confidence and trust with our customers. We aim to respond promptly to resolve any concerns the customer may have during the ordering or shipping process.
Customers who take the time to post a positive review are eligible for free shipping on their next order.