Cancellation policy
At Royal Python's Cove, we are dedicated to providing high-quality reptiles, reptile care products, and accessories to our customers. We understand that sometimes you may need to change your order or cancel it entirely. To ensure a smooth experience for all our customers, we’ve outlined our cancellation policy below. Please take a moment to review the terms.
1. Cancellation Period for All Products
- You may cancel your order within 12 hours of placing it, regardless of the product category (live animals, care products, or perishable items).
- All cancellation requests must be submitted within 12 hours of the order being placed. After this time frame, cancellations may not be eligible for a refund, especially for perishable items or live animals.
2. Cancellation Process
- To cancel an order, please contact us within the cancellation window by emailing us at question@royalpythonscove.com or calling +1 (484) 343-6550.
- Once we receive your cancellation request, our team will review and process it within 24 hours.
- You will receive a confirmation email with details of your cancellation request, including any next steps.
3. Refund Process
- If your cancellation request is accepted within the 12-hour window, we will process a refund to your original payment method.
- Refunds will be issued within 7 business days after the cancellation request is confirmed.
- Please note that the actual time for the refund to appear in your account may vary depending on your payment provider.
4. Non-Refundable Items
The following items are non-refundable once the package has been shipped:
- Live animals: Once shipped, live animals cannot be returned or refunded.
- Perishable items: Items like food or other products with limited shelf life cannot be refunded after the order has been shipped.
- Shipping Fees: Shipping fees are non-refundable, except in cases of error by Royal Python's Cove.
However, if an order has been backed-up (delayed shipment), it may still be eligible for a refund regardless of the product category.
5. Recurring Orders & Subscriptions
- If you have a recurring order or subscription with Royal Python's Cove, you are free to cancel at any time, without any cancellation fees or penalties.
- Simply log in to your account and manage your subscription preferences, or contact us if you need assistance with canceling or modifying your recurring order.
6. Late Cancellations for Perishable or Live Animal Orders
- Cancellations for perishable items or live animals requested after the 12-hour window may not be eligible for a refund.
- In the case of live animals, we prioritize their health and welfare. We strongly recommend that you carefully review your order before finalizing it to ensure that you are fully satisfied with your purchase.
7. Exceptions
- Backed-up Orders: If your order has been delayed or is considered a backed-up order, you may still request a full refund, even if the items are non-refundable under normal circumstances.
- Health Issues with Live Animals: In the event that a live animal arrives in poor health or is damaged during shipping, please contact us immediately, and we will work with you to resolve the issue, which may include providing a replacement or offering store credit.
8. Contact Information
If you need to cancel an order or have any questions about our cancellation policy, please contact us:
Email: question@royalpythonscove.com
Phone: +1 (484) 343-6550.
We appreciate your understanding and thank you for choosing Royal Python's Cove for your reptile and reptile care needs!
Updated on November 14, 2024.