Terms and Conditions

Please read these policies carefully before placing an order. By purchasing from CareBugs Exotics, you confirm that you have read, understood, and agree to the terms below.

1. Shipping and Packaging

  • Reptiles and other vertebrates ship via FedEx Priority Overnight only. Please select this option at checkout. Orders with any other shipping method will be held until shipping is corrected.
  • Invertebrates (millipedes, isopods, etc.) may ship via FedEx, UPS, or USPS. Overnight is strongly recommended for all time-sensitive items.
  • An insulated shipping box ($5) is required for every live animal order, year-round. A heat or cold pack ($5) is required when temperatures along the shipping route are too hot or too cold.
  • We ship Monday through Wednesday only, so packages are never held in a carrier facility over the weekend.
  • For vertebrates, we will agree on a shipping date with you before shipping to ensure safe temperatures and that someone is available to receive the package.
  • We may delay a shipment at no charge if weather at either end is unsafe for the animal.

2. Live Arrival Guarantee (LAG)

We guarantee that your animal will arrive alive and in good condition, provided all of the following are met:

  • The correct shipping method, insulated box, and any required heat or cold pack were purchased.
  • The shipping address is correct and complete.
  • Someone is present to receive the package on the first delivery attempt (or it is picked up from the carrier facility the same day it arrives).
  • You record an unedited unboxing video showing the sealed box before opening and the full opening process.
  • You contact us within 6 hours of delivery with the video and clear photos.

If a valid claim is approved, we will either replace the animal with one of equal value (the customer covers shipping on the replacement) or refund the price of the animal. Shipping and packaging charges are non-refundable. For group orders, we will refund or replace the individual animals that arrive deceased.

3. Health Guarantee

We guarantee the health of our vertebrates for 48 hours after delivery. To make a claim, please provide clear photos and written documentation from a licensed veterinarian within 48 hours of delivery. If the vet determines the issue was not caused by care, housing, or conditions after delivery, we will replace the animal.

Our animals are checked daily and again before shipping, and are properly housed, supplemented, and treated when needed. We never knowingly ship an animal with an illness or parasites. Because we cannot control husbandry after delivery, we cannot guarantee health beyond this 48-hour window.

4. Carrier Delays and Lost Packages

Once a package is handed to the carrier, we are not responsible for carrier delays, loss, or mishandling, and the Live Arrival Guarantee does not cover these events. That said, if a delay happens, please contact us right away and we will do our best to help find a solution.

5. All Sales Final

Due to the nature of live animals, all sales are final. We do not accept returns or exchanges. If you cancel an order before it ships, you are responsible for any costs already incurred (such as packaging or holding fees).

6. Sex Guarantee

Sex is guaranteed for adults only. Juveniles and animals listed as "possible" or "unsexed" are not guaranteed. If an adult is missexed, send us clear photos confirming it and we will send the correct animal at no cost other than shipping.

7. Tail Loss

Tail drops are a natural defense behavior in geckos and do not affect health or breeding ability. Tail loss during sale, shipping, or after arrival is not covered by any guarantee. Crested geckos do not regrow their tails.

8. Hitchhikers

We work hard to prevent them, but harmless hitchhikers such as soil mites, springtails, or isopods may occasionally be present in invertebrate orders. They pose no risk to your animal and are not grounds for a refund or compensation.

9. Handling Risks and Responsibility

All exotic pets carry some risk of bites, scratches, or reactions. We do not sell venomous species, and our animals are raised to be calm and handleable, but no animal is completely risk-free. Stress, new environments, inexperience, or mistaking a hand for food can all lead to defensive behavior.

Millipedes may release a defensive secretion when stressed. It is not harmful to most people, but those with sensitivities may experience itching, burning, or skin irritation. We recommend wearing gloves for the first month and keeping early handling sessions short.

By purchasing, you confirm that you have researched the care needs and risks of your animal. CareBugs Exotics is not responsible for injuries, allergic reactions, or damages caused by an animal after delivery.

10. Parasites and Pests

We never knowingly ship animals with parasites. If you believe you have found parasites, contact us immediately with photos. Because enclosures, substrate, and other animals in your home are outside our control, we cannot accept responsibility for losses caused by parasites after delivery.

Our Commitment to You

These policies exist to protect both you and our animals, not to make buying difficult. We are a small, animal-first business, and when something goes wrong we will always try to find a fair solution. If you are unhappy with your order or have any questions before or after purchasing, please reach out. We are glad to help.

Contact Us

Have a question about an animal, shipping, or your order? Use the form below and we will reply within 24 to 48 hours.