Refund policy

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Refunds/Returns/Cancellations

All animals are guaranteed to be healthy and properly sexed. Upon accepting delivery buyer agrees that the animals are represented in color, pattern, size and sex. I will exchange any animal if sexed incorrectly and notified within 48 hours of arrival. Deposits are non refundable unless we are unable to supply the reserved animal. Live arrival delivery is guaranteed. If, in the case of carrier error or unexpected hot or cold weather and the animal should arrive deceased a replacement animal or store credit will be provided. Photographic proof of the deceased animal must be provided immediately. (No later than 1 hour from the confirmed time you picked up the animal.) Two photographs of the animal on its back, a short video and a facetime will be required. You must comply with the policy the carrier has in place. The animal should be kept refrigerated until we confirm the death; approve the disposal or require the animal's return. If you wish to cancel your order, you can notify us before we have shipped the animal(s) to you. Once they have been shipped to/received by you, you will need to contact us within the first 24 hours to arrange their return (buyers expense) for a replacement or store credit. The shipping conditions (weather, shipping material, heat packs / cold packs, etc) will need to be satisfactory prior to departure and approved by Nathan Hess Retics LLC first to ensure the safety of the animal and prior to shipping the animal back.