Refund policy
Return & Refund Policy
We want you to be satisfied with your purchase from Double G Exotics. Because our shop includes reptile supplies, food products, enclosures, and some partner-fulfilled items, return eligibility may vary by product type.
Returns
Most unused, unopened, and resalable non-live products may be returned within 14 days of delivery. Items must be in their original condition and packaging.
To request a return, contact us at Justin@doublegexotics.com before sending anything back. Returns sent without prior approval may not be accepted.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Non-returnable items
The following items are generally not eligible for return:
- Opened or used food products
- Used hides, décor, or husbandry supplies
- Products that have been assembled, altered, or damaged after delivery
- Custom, special-order, or personalized products
- Clearance or final-sale items when clearly marked
- Live animals, which are handled separately through direct communication or MorphMarket and are not sold through this Shopify checkout
Enclosures
Enclosures must be returned unused, unassembled, and in their original packaging unless the product is defective or was damaged in transit.
Because enclosure shipping can be expensive, customers are responsible for return freight on non-defective returns.
Please inspect enclosure packages before assembly and report visible damage as soon as possible.
Damaged, defective, or incorrect orders
If your order arrives damaged, defective, or incorrect, contact us as soon as possible and include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the shipping box and packaging when shipping damage is involved
We will review the claim and determine the appropriate resolution, which may include a replacement, replacement part, store credit, or refund.
Please keep the original packaging until the claim is resolved, as the carrier or supplier may require it.
Partner-fulfilled products
Some products may ship directly from an approved fulfillment partner. Returns, replacements, and damage claims for these products may also be subject to that partner’s return requirements.
Double G Exotics will remain your point of contact and will help coordinate the resolution.
Local and expo pickup orders
Pickup orders should be inspected at the time of pickup whenever practical.
After an item has been accepted and removed from the pickup location, normal return eligibility applies. Damage caused after pickup is not considered shipping damage.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Original shipping charges are generally non-refundable unless the return is due to our error or a verified defective or damaged product.
Depending on your bank or card provider, it may take additional time for the refund to appear after it has been processed.
Cancellations
Contact us as soon as possible if you need to cancel an order.
Orders that have not yet entered fulfillment may be eligible for cancellation. Once an order has shipped or has been submitted to a fulfillment partner, it may need to follow the normal return process instead.
Questions
For return, refund, or damage questions, contact:
Double G Exotics
Justin@doublegexotics.com