Below are details regarding our live arrival for all reptile orders. Please know that DOA (Dead On Arrival) animals are extraordinarily rare, even during the extreme temperature swings of Summer and Winter. We have never had a reptile arrive DOA as of yet, which is an incredible statistic and attributable to the health and strength of our reptiles. Most companies will not guarantee the live arrival of amphibians, but we do!

SummersSerpents.com takes great pride in guaranteeing live arrival for each and every live reptile order that we ship. Below we will review our guarantee in detail, including nullification factors. 

DOA animals are extremely rare, but if it does occur you need to be familiar with our policy. If you do receive a DOA reptile, please e-mail us a clear picture of the animal placed on top of the shipping label, upside down, all in one snapshot. Additional photographs may be requested for further verification. E-mail both pictures to the address in the site Contact section within 8 hrs of arrival. 

Upon approval of your claim, you have a couple options. 

The first option is having us ship you a replacement animal, if we have one in stock. Although discounted shipping costs ($25) will be the responsibility of the customer. If the replacement animal is DOA, we would then refund your purchase price (excluding the shipping costs) via PayPal or credit card, depending on your method of payment. Fortunately, this has never happened. Keep in mind, we are extremely reasonable people, so we’ll work with you. Every situation is different. 

The second option in the case of a DOA animal is an immediate refund, less the shipping cost ($50). 

We have not become a highly reputable reptile company by treating our customers like faceless numbers in a spreadsheet. We deeply value your satisfaction. We will respond in a timely manner and always have the customer in mind. In other words, we are a trusted source for reptiles.

Species Photos
The pictures we utilize on our website are representative of the species, which means you are not ordering the exact animal in the photograph. Claiming that the reptile, amphibian, or invertebrate you received does not look identical to the picture on the website is not a valid reason for reimbursement or return.

Nullifying Factors
1.) If temperatures at the delivery zip code dip below 40F or above 90F, the live arrival guarantee and extended guarantee are both completely voided for all reptiles, amphibians, invertebrates, and feeders. Shipping live animals is a shared risk between the shipper and the customer–please research your local temperatures prior to ordering.

2.) If you, or an authorized representative are not present for a delivery attempt (usually in the morning), the live arrival guarantee is null and void. If it was agreed upon that the animal(s) would be held at the carrier’s facility, the package(s) must be picked-up within eight hours of arrival at the said facility.

3.) If you inadvertently enter a delivery address during checkout that is not valid, the live arrival guarantee is voided.

4.) If you do not contact us within eight hours of delivery or pick-up with DOA and shipping label photographs, the live arrival guarantee is voided.

5.) We are not responsible for carrier delays, but will make exceptions on a case-by-case basis. 

Please Note
FedEx and UPS systems show when the package(s) arrive, and who signed for it. Our carriers should never leave a package without a signature. 

Please feel free to contact us if you have any questions at all.