Animals: All dart frogs come with a 30-Day warranty. If your animal perishes within this time frame, regardless of reason, you may exchange the deceased animal for a replacement of equal value. You must pay any additional shipping costs, have the animal included on your next order, or pick up in Spring Texas. With your dart frog comes Free Vacation Care, 24 hour support (713-751-9239), and our Free Frog First Aid Service, all outlined below. If your dart frog perishes any time within the first 365 days, you may exchange your deceased animal (or at least bring the body as evidence) for 1/2 off a dart frog of equal value. This warranty transfers along with the animals for their lifetime. If animals must be shipped, you are responsible for all associated costs of shipping and packaging.
Insect Cultures: If your cultures fail to produce (Fruit flies/bean beetles/etc), we will accept them in exchange for another culture of equal value. If your insect culture arrives DOA, you will receive a replacement credit for your next order for the full value of the insect cultures.
All other products: No warranty at this time
Animals: Our animals come with our standard DOA policy. If your animal perishes within 2-weeks, you may send a video of the deceased animal for a full credit on your next order. If your animal perishes within one month of receipt but after 2-weeks of receipt, you will receive a 1/2 credit on your next order. You must send video of the deceased animal within this timeframe. No monetary refunds given after receipt of live animals.
Cultures: If your cultures fail to produce, send us pictures and we will give you a credit for up to 1 free culture on your next purchase.
If you paid for Fedex Overnight shipping (or 2-day for insects) and your animal or insects have perished in transport, send pictures and a short video as evidence and you will be refunded for the full amount of the deceased animal or cultures. Shipping is also refunded if all live cultures and animals have perished in transport. All Live orders must be shipped to a Hub and picked up within 2 hours for DOA refunds. You must have placed the order when your temperatures are between 40 and 90 degrees F, or request for your order to be shipped when temperatures are right. Video and pictures must be sent within 2 hours of arrival. No refunds for DOA shipped to a residential address or for insects shipped via less than 2-day shipping, but a full credit for the live order less shipping will be given for your next order. All plants that arrive DOA will be replaced on your next order if pictures or video are sent within 4 hours of delivery regardless of shipping method.
For Texas residents, you may drop off your tank or a vacation tank with us for an unlimited amount of time. We will care for your dart frogs 100% for free until you return including all vitamins, food, and other necessary supplies. We only provide vacation care for animals purchased through us. We are not responsible for any animals lost while in our care as these are live animals, but we may provide replacements at our discretion.
While we cannot provide services or medications exclusive to those with a veterinary license, we can provide free assistance and non-prescription supplies for your animals at no cost in order to stabilize them until you are able to see a veterinarian. You must visit us for this service and it is only for those animals purchased through us. We can recommend local veterinarians depending on your location.
We ship animals ONLY through Fedex and UPS Overnight Priority. We drop off straight at the airport to reduce travel time and risk at no extra cost to you. We additionally use some of the most advanced packaging in the industry to ensure your animals arrive safely. We Only ship on Mondays, Tuesdays, and Wednesdays to prevent weekend delays and carrier mishandling. Your package may take up to 5 days of handling time before shipping (For instance if you order on Wednesday, your package will be shipped Monday). We may ship your order in 2 simultaneous shipments if your order will not fit in one shipping box, or if overnight shipping is selected for live orders that contain bulky dry goods, instead of charging extra shipping for shipping these bulky goods overnight or 2-day. Dry goods and plants may be shipped UPS/USPS/Fedex depending on the speed and cost of shipping.
Refunds for DOA's will be processed in 2-3 business days. We do not currently accept returns. Any orders canceled within 48 hours will be refunded in full unless already packed or shipped. Any orders canceled after packing but before shipping will be charged a 20% restocking fee to recoup employee labor costs and packing material costs (such as heat packs which cannot be reused).
For Texas Residents Only: If you bought one of our dart frogs from another company in Texas (one of our animals sold through one of our retailers) and it died within 30 days of sale, simply bring us the body of the dart frog(s) and receive 1/2 of a dart frog of equal value up to $60. If you bought a dart frog from a company we do not supply, write a descriptive account of what happened (Who you bought it from, how it died, what you were told about the dart frog(s), etc) and bring us the body of the dart frog(s) to receive 1/2 off a dart frog of equal or lesser value. We do this to ensure that even if your first experience with someone else did not end in success, we can do everything possible to keep you in the hobby so you can give it another try, this time on the right path. Limit of 2 trade ins per person per lifetime.
All of our animals are Captive Bred and Guaranteed to be free of parasites, chytrid, and ranavirus along with being free of MBD, SLS, or other ailments. All of our animals include additional warranties as outlined above.