Live Arrival Guarantee
At Celestial Reptiles, the health and safe arrival of every reptile we ship is important to us. Eligible reptiles shipped by Celestial Reptiles are covered by our Live Arrival Guarantee.
We coordinate delivery with the Buyer whenever possible so the reptile can arrive on a day when someone will be available to receive it. Tracking information is provided as soon as the reptile is registered for shipment.
The Buyer should be available to receive the shipment at the residential delivery address provided with the order and should open the package promptly after delivery to inspect the animal.
72-Hour Veterinary Examination
The Buyer agrees to have the reptile examined by a qualified reptile or exotic-animal veterinarian within 72 hours of receiving the animal, at the Buyer's expense.
If the veterinarian identifies a significant health concern or does not provide the reptile with a clean bill of health, the Buyer must notify Celestial Reptiles within that 72-hour period and provide the relevant veterinary findings or documentation.
Celestial Reptiles reserves the right to request additional veterinary records or, when necessary, have the reptile re-examined by a qualified veterinarian of our choosing. If Celestial Reptiles requests a second veterinary examination, Celestial Reptiles will cover the cost of that examination.
The initial examination provides documentation of the animal's condition shortly after arrival and can serve as important supporting evidence for any subsequent claim under our 3-Month Health Guarantee.
3-Month Health Guarantee
In addition to our Live Arrival Guarantee, reptiles purchased from Celestial Reptiles are guaranteed for 3 months from the date of delivery against qualifying fatal or life-threatening congenital or pre-existing conditions that adversely affect the health of the animal.
Depending on the species and veterinary diagnosis, qualifying conditions may include:
- Severe respiratory disease determined to have been congenital or present before sale.
- Internal parasites verified as having been present before the reptile was sold.
- Metabolic or calcium-processing disorders determined to be congenital.
- Congenital skeletal, spinal, or shell abnormalities.
- Other serious congenital abnormalities verified by a qualified veterinarian.
Because reptiles vary considerably between species, a diagnosis alone does not automatically establish coverage. Veterinary findings must reasonably establish that the qualifying condition was congenital or existed before the sale, rather than resulting from subsequent husbandry, environmental conditions, injury, or another post-delivery cause.
If a Reptile Dies Within the 3-Month Period
If a reptile dies during the three-month guarantee period and the Buyer believes the death resulted from a covered congenital or pre-existing condition, a licensed veterinarian must perform a necropsy to determine the cause of death.
The initial veterinary examination and necropsy are performed at the Buyer's expense. The Buyer must provide Celestial Reptiles with the veterinarian's findings and supporting documentation.
Celestial Reptiles reserves the right to obtain a second veterinary opinion or request additional veterinary documentation when necessary. If we request an independent second veterinary opinion, Celestial Reptiles will pay the cost of that additional evaluation.
Approved Claims: Replacement or Full Refund
If veterinary findings confirm that the reptile's death or qualifying serious health condition resulted from a congenital or pre-existing condition covered by the 3-Month Health Guarantee, the Buyer may choose either of the following:
Replacement Reptile
Choose an eligible replacement reptile of equal value, subject to availability. Celestial Reptiles will pay the shipping cost for the approved replacement.
If the Buyer selects a reptile with a higher purchase price, the Buyer is responsible only for the difference in price.
Full Refund
The Buyer may choose a full refund of the original purchase price of the affected reptile instead of receiving a replacement.
The choice between an eligible replacement and a full refund belongs to the Buyer once the claim has been approved.
Customer Responsibilities
For these guarantees to work fairly, the Buyer is responsible for providing accurate contact and delivery information, arranging to be available for delivery, promptly receiving and inspecting the reptile, obtaining the 72-hour veterinary examination, providing appropriate housing and husbandry, and contacting Celestial Reptiles promptly if a health concern is identified.
The Buyer should have an appropriate enclosure prepared before the reptile arrives, including suitable temperature, humidity, lighting, substrate, food, water, and other species-specific requirements.
Conditions Not Caused by Pre-Sale Health
The 3-Month Health Guarantee is intended to protect customers against qualifying congenital or pre-existing serious health conditions. It does not ordinarily cover health problems caused after delivery by improper temperatures or humidity, inappropriate housing, dehydration, improper feeding, accidents or injuries after delivery, exposure to other sick animals, failure to follow reasonable veterinary treatment, or other husbandry-related causes.
This distinction helps separate an actual pre-existing medical condition from a condition that develops because of the animal's environment or care after it reaches its new home.
Shipping & Weather
The health of the reptile takes priority over a shipping date. If weather conditions or other transportation circumstances make shipment unsafe, Celestial Reptiles may recommend postponing shipment or arranging an alternative delivery method.
For U.S. shipments, we use overnight services for next-day delivery. FedEx Priority Overnight and UPS Next Day Air are our primary services, while trusted private couriers may also be used when necessary and for international shipments.
Delivery can be coordinated around the customer's availability so that the reptile is scheduled to arrive when someone will be home.
Our Commitment
Celestial Reptiles is a family-owned Michigan business, and our reputation is built on the animals we provide and the customers who trust us. Our Live Arrival and 3-Month Health Guarantees are designed to provide customers with additional confidence while also ensuring that any serious health concern is properly documented and evaluated.
If you have a concern about a reptile you received from us, contact us as soon as possible. We would rather hear from you early and work through the situation with you than have a concern go unaddressed.