Terms of Service

Fusion Reptiles reserves the right to refuse or cancel any sale, including "Second Chance" adoptions and promotions, if we believe the buyer is unprepared or that their setup (even if sourced from a third party) is inadequate or unsafe for the animal. Receiving a discount or promotional price remains strictly conditional upon meeting our welfare standards. By confirming your order or making a payment, you accept all our terms of service. It is the sole responsibility of the customer to review the current policies prior to any transaction.

Our animals never leave our facilities sick or injured, and carnivores are only shipped after successfully completing 5 to 10 consecutive meals. We offer a 7-day health guarantee post-delivery, subject to strict conditions. In the event of a Dead on Arrival (DOA), proof must be provided within 30 minutes of delivery, or the guarantee is void. For any death occurring during the 7-day window, photos and videos of both the animal and its enclosure are required; a discount, refund, replacement, or priority on a future availability may be offered, unless negligence or improper parameters are identified. Finally, no refunds will be issued for injuries sustained during transport (though support and veterinary references will be provided), for tail drops in geckos (as this does not lower their value), or if the animal's sex differs from what was desired when explicitly sold as unsexed/not guaranteed.

Our design service is strictly limited to the internal layout and construction of the terrarium. All external elements (lighting, heating, support stands, room temperature regulation, etc.) are entirely excluded from our scope and warranty. This warranty does not cover damages caused by external environmental factors or the use of equipment that contradicts our technical specifications, even if purchased from us at the customer's request. If non-recommended equipment causes an issue, the warranty is immediately voided. Any repair or replacement service required due to the use of non-compliant equipment will be performed entirely at the customer's expense, covering both materials and labor.

For any animal sale or custom terrarium design, we provide a complimentary after-sales service period of 1 to 2 weeks (exact duration determined by us). This initial support is strictly intended to ensure a smooth transition and to answer your questions regarding setup, the animal's first days, or basic maintenance. It explicitly excludes: training on advanced topics (e.g., breeding, genetics, complex aquascaping), the repetition of guidelines already covered in the care sheet, home visits after delivery, and ongoing training sessions. Once this period expires or for more comprehensive learning needs, complimentary educational support ends, and customers will be referred to our paid mentorship or personalized training services. Please note, however, that inquiries regarding verified health issues or emergencies covered under our warranty remain accepted at all times.

A non-refundable deposit of at least 20% (variable) is required to reserve an animal; full payment must be settled before the animal leaves the premises. Special orders approved by the customer for items or animals not regularly kept in stock must be paid in full and are non-refundable in the event of cancellation. Large quantities of feeder insects and rodents are exempt from this special order policy.

Animal health and custom design guarantees are strictly conditional upon full compliance with our technical and biological recommendations. In the event of negligence or improper parameters (including, but not limited to: a disrupted day/night cycle due to colored night lighting, incorrect temperatures, or an unsafe habitat), all guarantees are immediately voided. Furthermore, no refunds will be issued if products purchased (via our website, delivery, or elsewhere for a custom build) do not satisfy the customer when we explicitly advised that it was not the recommended option. This includes setups where the customer sources their own products elsewhere; the customer assumes full responsibility for all risks and outcomes resulting from the use of these non-recommended items.

The warranty on our turnkey terrariums ends upon delivery after our departure, or as soon as an animal is introduced and the care sheet (available upon request) is provided. Live animals and plants are covered by a 7-day warranty strictly limited to disease-related deaths or failure. Backed by our horticultural expertise, we carefully select and arrange all plants; if your aesthetic demands contradict our professional recommendations (e.g., inadequate lighting, close proximity to heat sources) and compromise their survival, we assume no liability for subsequent damage. Finally, any form of negligence, including improper environmental parameters, cold exposure, under- or over-watering, and inadequate lighting, will immediately void these warranties.

Live shipments are processed via Reptile Express (or equivalent) subject to weather conditions and their operating schedules, with box and supply fees charged to the customer. For personal deliveries, a pre-tax minimum purchase amount (varying by region) is required, up to a maximum driving radius of 2 hours from our departure point. The customer must specify the exact delivery environment to ensure safe and proper terrarium transport. Finally, physical presence is mandatory at the time of delivery; otherwise, no refund will be issued, and future purchases will be permanently banned.

All services (consultations, training, mentorship) and care sheets require payment in advance and are strictly non-refundable once information has been sent or shared. We guarantee high-quality professional guidance to provide you with the necessary skills and address your specific concerns. If you notice an incorrect size or have doubts regarding sexing, we offer a free follow-up to clarify the situation. Additionally, complimentary support is included to help you correctly implement our care sheets. Finally, for those choosing to partner with Fusion Reptiles, we guarantee a professional collaboration and an equitable distribution of responsibilities.

Full payment for any purchase (animal, plant, or equipment) is required before transfer of possession, unless otherwise agreed upon under a payment plan. Customers have a standard 14-day (2-week) window following a payment or deposit to collect their animal or equipment, with the exception of equipment alone (maximum 1 week) and fish or aquatic invertebrates (maximum 48 hours). Customers must strictly comply with the time slots scheduled based on Fusion Reptiles' availability; no pickups are permitted while we are away at expos. Any extension beyond the standard window (up to a strict maximum of 30 days) must be explicitly approved by Fusion Reptiles and will incur daily boarding or storage fees, calculated according to the complexity of care and the species' specific needs (e.g., fresh food, plant maintenance). These fees also apply if the customer misses a scheduled appointment or ignores communications regarding a special order. In the event of unanswered communications or failure to collect within the agreed timeframe, the animal will be put back up for sale, and the deposit will be kept as compensation. These deadlines and fees do not apply if Fusion Reptiles handles the delivery directly.

Additionally, regarding our live insect inventory, quantity and vitality are guaranteed on the day of purchase or, at the latest, the following day. Any issues must be reported within this 24-hour timeframe to find a solution; beyond this window, no "one-for-one" exchanges or refunds will be issued. It is the customer's responsibility to open all packaging immediately upon receipt and quickly transfer the insects into appropriate, well-ventilated housing bins. Because sales containers are not designed for long-term holding, die-offs will naturally occur after a few days without proper food or hydration.