We want you to have the best experience possible when buying your new animal/s and are therefore prepared to provide a lifetime technical support service to help you with any problems you may encounter. We pay individual attention to every one of our animals, and so are always pleased to recieve reports and photos of how they are doing. Although we are unable to give refunds for any animals we have sold, if you find you can no longer cope, or have problems you cannot deal with at any time, we will always accept our animals back.
The following terms are in place to ensure that all experiences are as smooth and enjoyable as possible.
Collection: We feel that collection is the best way to finish a transaction as it not only eliminates some of the stress of courier, but also because we get to meet you and answer any questions you may have in person. We are very busy people, and so contact must be made a reasonable amount of time before you intend to collect, so we can arrange a day to suit everyone. Although at present we have no access to a car, we are happy to meet you via public transport at the train station and help you find us.
Courier: The price of delivery will depend on your location and the cost of this will need to be added onto your total before payment is made. We use only legal couriers, fully liscenced for the transport of live animals. We will use different couriers depending on your location so as to reduce the cost to you as much as possible, therefore contact must be made prior to payment stating your location and appropriate dates for delivery, and we will contact all possible couriers and notify you of the best price. Next day Courier usually costs around £45 or less, and Timed delivery (e.g. before 10.30am) may be arranged at extra cost. The price of delivery will include the supply of appropriate packaging materials to ensure the healthy arrival of the animals.
On arrival, we ask that you email us within 1 hour to let us know that the delivery was successfull.
All delivered animals come with a Live On Arrival guarantee. However, all guarantees are void if no-one is present to sign for the package at the time of delivery. In the very unlikely event that your animals are DOA, contact needs to be made within 1 hour of arrival, and the animals will need to be preserved in a sealed freezer bag, frozen, and posted back to us in a sealed Jiffy bag via 1st class Royal Mail. A refund may then be issued to your account, or we will work to find you a replacement. Delivery charges are non-refundable for obvious reasons, including all delivery charges associated with replacement. We want you to have the best experience possible, and so if there is a problem of any sort on arrival of your animal/s we will do whatever it take to try and rectify the problem or give advise.
6. Our main goal is to make every transaction a pleasant experience, if any problems arise, please be assured that we will do whatever it take to make it right! Our reputation is very important to us and we have built and maintained our good name by providing great animals and products as well as the very best in customer service. In the unlikely event that there is a problem with any items or animals, we ask that you keep the details of the problems private until the problem has been rectified. You must first contact us and allow us the time (up to 2 weeks) to review your issue, and we will then figure out a suitable arrangement to replace your products or animals.
Posting details of the transaction, problem, or claim, on any public forum or website is a direct violation of this policy and will result in the immediate and unconditional void of our guarantee. We have to enforce this last rule as we have all seen the nasty snarls between buyers and sellers who have not made adequate contact with each other before posting the misunderstanding all over the internet. We want to avoid such horrible situations by maintaining open and clear lines of communication with our customers, and when details are posted on an open forum before the problem has been dealt with, it will only ever lead to arguments.
Sex guarantee:
Occasionally, we may offer a Sex Guarantee on specific animals. If a sex guarantee is offered, it will be stated on the available page next to the details of the sex of the gecko. A sex guarantee is usually only offered on subadult females. If you purchase a sex guaranteed animal, you will recieve a piece of paper upon collection stating the geckos details and the price paid. In the event that the gecko does turn out to be of the wrong sex, you will then have the option to return the gecko to us (either in person or via liscenced courier), and we will refund the full amount paid (minus any courier costs incurred). No partial refunds or other deals will be offered, the gecko in question must be returned to us in order to recieve your refund. I am afraid that this rule must be enforced to due to some unscrupulous buyers claiming that females have 'turned male' just to get a partial refund, when infact they have not.
Although we have plenty of experience sexing geckos, we know that no-one is ever right 100% of the time and we want our customers to have faith in the animals they are buying. We do not know of anyone else providing this kind of service at present.