Thank you for choosing ReptiChip as your trusted partner in reptile husbandry. We work closely with our wholesale accounts to ensure smooth ordering, fast fulfillment, and consistently high-quality products. The following policies help us maintain fair pricing and protect product integrity throughout the supply chain.
Eligibility for Returns
Wholesale orders are not eligible for return unless the product is:
Damaged in transit,
Defective upon arrival, or
Incorrectly fulfilled (wrong item shipped).
Because our wholesale pricing and logistics are structured around bulk, discounted shipments, we cannot accept discretionary or “change of mind” returns.
Damaged or Defective Items
Reporting Damages
All shipments must be inspected within 48 hours of delivery.
Notify sales@reptichip.com immediately of any items arrive damaged or defective. Once notified our team will verify information and request any necessary documentation.
Resolution Options
Once your claim is reviewed and approved, we will issue one of the following:
Replacement product
Account credit
Refund, if a replacement is unavailable
Replacements/credits are issued based on the availability of the product and the nature of the claim.
Returns for Incorrect Fulfillment
If you receive the wrong product:
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Notify us within 48 hours of delivery.
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Items must be unopened, unused, and in original packaging.
We will send a return label and ship out the correct items once the incorrect items are received.
Non-Returnable Items
Due to the nature of these products, the following items cannot be returned under any circumstances except verified damage or defect:
Cages & Racks
Lighting Fixtures & Bulbs
Substrate that has been opened, used, or cut
Custom or special-order items
Cages and racks are guaranteed to arrive in good condition. Because return shipping poses significant risk of additional damage and cost, we do not accept returns on these items.
Return Shipping Costs
If the return is due to ReptiChip error (incorrect item sent):
→ Return shipping is covered by us.
If the return is due to wholesaler error (order refusal):
→ Return shipping is the responsibility of the buyer and may be deducted from any eligible credit.
Restocking Fee
Approved returns for non-defective products (rare) may be subject to a 15% restocking fee.
This fee helps cover inspection, repackaging, and inventory reintegration.
Credits & Refund Processing
Refunds or credits are issued within 7–10 business days of the returned item reaching our warehouse.
Order Discrepancies
Any quantity shortages or packing discrepancies must be reported within 48 hours of delivery with supporting photos. Claims submitted outside this window may not be eligible for adjustment.
Shipping Refusals
If an order is refused at delivery:
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The shipment will be returned at the wholesaler’s expense.
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Refused orders may also incur a 15% restocking fee.
Please ensure your receiving team is available on the delivery date.
Contact for Support
For any return or damage inquiries, reach out to: sales@reptichip.com