RETURNS & REFUND POLICY
Northern Gecko offers a 100% Satisfaction Guarantee on Live Animals & Dry Goods that you order from our web site.
DRY GOODS POLICY
You may return your UNOPENED merchandise within 30 days for a refund or exchange. Items that are undamaged or non-defective must be returned in the same condition they were received. After an inspection a refund will be issued back to the payment method used for the purchase. When returning items please send it using a traceable shipping method and include your original order number on the package.
International orders are not eligible for return unless the item is defective or damaged during shipping.
The Buyer will pay all shipping costs on non-defective item returns. Northern Gecko will pay return shipping only on defective products or product shipping errors. Northern Gecko may ask for pictures of defective or damaged items to confirm eligibility for return. Northern Gecko will also pay shipping on all replacement products if the original is deemed damaged or defective.
Beyond 30 days, all warranty claims are handled by the manufacturer. If you are not certain how to reach a manufacturer, please write us and we will be happy to provide details.
If you need a copy of your invoice, email us and we will email you a copy. All returns of non-defective merchandise must be made within 30 days of purchase and must be UNOPENED and not used. Please email us before you send an item back, so we are aware you are retuning the item. Northern Gecko will not be responsible for lost returns, so please use a traceable service with delivery confirmation. Please do not send back used products. It takes approximately 3 - 4 business days to process returns from the time we receive them.
If an item was damaged in shipping, you must notify us within 48 hours. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file has been claimed with the carrier. Retain the item and packaging for 14 days from the day you notify us of the damage, as the carrier may send someone to inspect the damage.
If an item is returned due to an incorrect address, a fee of $15 will be charged to you before your package is re-sent to the corrected address. If the item is returned to us due to an address error on our part, a replacement will be sent out immediately with no additional fees.
LIVE ANIMAL POLICY
ALL LIVE ANIMAL SALES ARE FINAL. NO REFUNDS OR EXCHANGES PERMITTED.
In the event an error was made on our part and the animal(s) you receive are not the correct animals you ordered, we will make every effort to resolve the issue, either by offering a discount on the incorrectly shipped animal or by having the animal returned and the correct animal shipped out, at our expense, if this is a possible option based on your location. Rest assured this is a VERY RARE occurrence and we always go ABOVE AND BEYOND expectations to correct the situation. We guarantee you will be happy with whatever resolution we come to regarding mispacked animal shipments.
If the unfortunate rare circumstance that an animal might arrive expired, Northern Gecko reserves the right to replace or refund the purchase price.
If an animal you purchased through the web site is no longer available (you may be informed shortly after purchase), a full refund will be issued, or you may pick an alternate animal and have your payment applied to the new animal.
For more information please see Terms & Guarantees on live animals.