Dealer Order Policies & Resolution Procedures

At Reptile Supply Co., we are committed to providing our dealers with dependable fulfillment, accurate shipments, and professional service. Every order is processed with care, and when an issue arises, our goal is to resolve it promptly, fairly, and efficiently.

The following policies establish clear procedures for order processing, shipping, delivery, claims, returns, and other order-related matters.

1. Order Accuracy & Verification

Dealers are responsible for reviewing their orders before submission, including product selection, quantities, shipping addresses, and delivery instructions.

Once submitted, orders enter our fulfillment process and may not be eligible for modification or cancellation.

If an error is discovered, contact our customer service team immediately. We will make every reasonable effort to accommodate changes before fulfillment begins. However, modifications cannot be guaranteed.

2. Order Processing & Product Availability

Orders are processed according to product availability, warehouse capacity, and the order in which they are received.

Although we work diligently to maintain accurate inventory information, product availability may change without notice.

If an ordered item becomes unavailable, Reptile Supply Co. reserves the right to adjust the order, remove the unavailable item, or coordinate an appropriate alternative with the dealer.

Products removed from an order will not be charged. Any applicable refund or adjustment will be issued through the original payment method or as otherwise agreed.

3. Shipping & Delivery

Orders are shipped using the selected or approved shipping method, subject to carrier availability and applicable freight requirements.

Delivery estimates are provided for planning purposes and are not guaranteed unless expressly confirmed in writing.

Once an order has been transferred to the carrier, delivery schedules and transportation conditions are subject to the carrier's operations.

Reptile Supply Co. will assist dealers with shipment inquiries and carrier-related concerns when appropriate.

Dealers are responsible for providing accurate shipping information and ensuring that their location can receive deliveries during normal carrier delivery hours.

Additional charges resulting from incorrect addresses, refused shipments, missed freight appointments, or unsuccessful delivery attempts may be assessed to the dealer when applicable.

4. Damaged Shipments

All shipments must be inspected immediately upon delivery. Shipping damage must be reported to Reptile Supply Co. within 48 consecutive hours of confirmed carrier delivery.

For visible damage, photograph the affected packaging and merchandise before discarding any materials. Freight damage must also be documented on the carrier's delivery receipt before signing.

Concealed damage discovered during unpacking must be reported within the same 48-hour period.

Claims must include the order number, affected products, quantities, and clear photographs of the damage and original packaging.

All packaging and affected merchandise must be retained until the claim is resolved or disposal is authorized.

The 48-hour reporting period includes weekends and holidays. Carrier notification requirements may be shorter, and dealers must comply with any applicable carrier-specific requirements.

Claims submitted after the reporting deadline may be denied to the extent permitted by applicable law. The reporting deadline does not eliminate any rights or remedies that cannot legally be restricted.

5. Missing Items & Quantity Discrepancies

Dealers must verify shipment contents against their packing slip immediately upon receipt.

All shortages and quantity discrepancies must be reported within 48 consecutive hours of confirmed carrier delivery, including weekends and holidays.

Before submitting a claim, dealers should verify that:

• All cartons have been received and opened.
• The order was not shipped in multiple packages.
• The item was not removed from the order due to availability.
• The packing slip and invoice have been reviewed.

Claims must identify the order number, affected SKU, quantity ordered, and quantity received.

Verified fulfillment shortages will be resolved through replacement, account credit, or refund, as determined by Reptile Supply Co., subject to applicable law.

Claims submitted after the reporting deadline may be denied to the extent permitted by applicable law.

6. Incorrect Products Received

Incorrect merchandise must be reported within 48 consecutive hours of confirmed carrier delivery, including weekends and holidays.

Claims must include the order number, product ordered, product received, and supporting photographs when applicable.

Verified fulfillment errors will be corrected at no additional product or standard shipping expense to the dealer.

Incorrectly shipped merchandise must remain unused and in its original condition unless otherwise authorized.

Reptile Supply Co. will provide return instructions when merchandise must be recovered.

Claims submitted after the reporting deadline may be denied to the extent permitted by applicable law.

7. Defective Products & Warranty Claims

Products believed to be defective should be reported promptly upon discovery.

Claims must include the order number, product description, a detailed explanation of the defect, and photographs or video when necessary.

Certain products may be covered by manufacturer warranties and may require direct service or authorization from the manufacturer.

Reptile Supply Co. will assist in identifying the appropriate warranty procedure but does not independently extend or replace warranties provided by manufacturers.

Products damaged through misuse, improper installation, unauthorized modification, or normal wear are not considered manufacturing defects.

The 48-hour reporting deadline for shipping damage, shortages, and incorrect merchandise does not apply to defects discovered during normal product use.

Defective-product claims are governed by applicable manufacturer warranties, contractual terms, and applicable law. Nothing in this policy limits rights or remedies that cannot legally be excluded.

8. Returns & Exchanges

Reptile Supply Co. accepts eligible discretionary returns within 30 calendar days of confirmed delivery, subject to prior authorization.

All discretionary returns are subject to a 20% restocking fee, calculated on the approved returned merchandise value, excluding taxes and shipping charges.

To qualify, returned merchandise must be:

• Unused and in resalable condition.
• In its original packaging.
• Complete with all components, accessories, and documentation.
• Returned according to the authorization instructions provided.

Return shipping costs are the dealer's responsibility. Original shipping charges are nonrefundable for discretionary returns.

Special-order merchandise, discontinued items, clearance products, perishable goods, opened consumables, and other designated products may be ineligible for discretionary return.

Unauthorized returns may be refused or returned at the dealer's expense.

Restocking fees do not apply to verified Reptile Supply Co. fulfillment errors or other returns for which Reptile Supply Co. is responsible.

The 30-day discretionary return period does not supersede applicable manufacturer warranties or rights provided by law.

9. Refused & Undeliverable Shipments

Dealers are expected to accept properly shipped orders during scheduled delivery periods.

Shipments refused without prior authorization, or returned because of incorrect delivery information, missed appointments, or failure to accept delivery, may result in additional freight, storage, handling, and return transportation charges.

These charges may be assessed to the dealer to the extent permitted by applicable law.

If a shipment arrives visibly damaged, dealers should document the condition and contact Reptile Supply Co. before refusing delivery whenever reasonably possible.

10. Credits & Refunds

Approved claims may be resolved through replacement merchandise, account credit, or refund, depending on the nature of the issue and applicable legal requirements.

Refunds will generally be issued to the original payment method unless otherwise agreed.

For approved discretionary returns, the 20% restocking fee and any applicable charges will be deducted from the refund or credit.

Refunds and credits for returned merchandise will be processed following receipt and inspection of the returned items.

Dealers should not independently deduct disputed amounts from outstanding invoices without written authorization from Reptile Supply Co., except where otherwise permitted by applicable law.

11. Freight & Pallet Deliveries

Freight shipments require additional receiving precautions.

Before signing the delivery receipt, dealers must inspect the pallet count, packaging condition, and any visible signs of damage or tampering.

Any visible shortage or damage must be clearly documented on the carrier's delivery receipt at the time of delivery.

Freight damage and shortage claims must be reported to Reptile Supply Co. within 48 consecutive hours of confirmed carrier delivery, including weekends and holidays.

Carrier-specific notification requirements may be shorter and must also be observed.

Signing for a freight shipment without noting visible damage or shortages may complicate or limit recovery through the carrier.

Dealers must retain photographs, delivery receipts, and packaging until any related claim has been resolved or further instructions have been provided.

Additional services, including liftgate delivery, inside delivery, residential delivery, or delivery appointments, may result in additional charges when not included in the original freight quotation.

12. Reporting an Order Issue

To ensure efficient resolution, all order-related claims must be submitted through our designated customer service channel.

Please include:

1. Dealer business name and order number.

2. Product name and SKU.

3. Quantity affected.

4. A clear description of the issue.

5. Supporting photographs or documentation, when applicable.

Shipping damage, shortages, and incorrect-item claims must be submitted within 48 consecutive hours of confirmed carrier delivery. This period includes weekends and holidays.

The reporting period begins at the confirmed delivery time recorded by the carrier, regardless of when the shipment is opened or inspected.

Complete and accurate information allows our team to review claims efficiently and minimize unnecessary delays.

Submitting a claim does not automatically constitute approval. Reptile Supply Co. reserves the right to request additional documentation or inspect merchandise before determining the appropriate resolution.

The 48-hour reporting requirement does not apply to defects discovered during normal product use, which are handled under applicable warranty terms and law.

13. Policy Administration

These procedures are intended to ensure fair, consistent, and efficient handling of dealer orders.

Reptile Supply Co. reserves the right to review claims individually, investigate discrepancies, and determine appropriate remedies in accordance with applicable law and established company policies.

Exceptions may be authorized at our discretion when circumstances warrant.

These policies may be updated periodically. The version in effect when an order is placed will govern that order unless otherwise required by law or agreed in writing.

Nothing in these policies limits rights or remedies that cannot legally be excluded.

Our Commitment to Dealers

Strong dealer relationships are built on reliability, accountability, and clear communication.

We stand behind our fulfillment process and are committed to addressing legitimate concerns with professionalism and fairness.

Our objective is simple: dependable products, accurate fulfillment, and efficient resolutions that keep your business moving forward.

Reptile Supply Co.

Professional Reptile Product Distribution