Unless otherwise stated, we offer a 7 day health guarantee on our captive bred animals only, provided the above criteria are met, and our recommendations and care sheet instructions are followed. We must be notified during this time period of any problems or concerns for this guarantee to be upheld.
In order for our guarantee to take effect, all claims must be made within our 7 day health guarantee and any deceased animals frozen and kept for return.
When you initially place your order, with in 24 hours or less, we are careful to email you an order confirming message that includes essential basic husbandry instructions, in detail, appropriate for the specific turtle(s) or tortoise(s) you ordered. As live animals, proper husbandry is critical. The care sheet/husbandry portion of our email makes it very easy for you to be successful keeping your new turtle/tortoise. If you fail to follow these important instructions, you will make it very difficult for your turtle/ tortoise to survive – and you void our 7 day health guarantee.
Live, healthy arrival is only guaranteed when shipping temperatures at both ends are between 30-90F. Please notify us of the weather on your end!
We are not responsible for carrier delays or mishandling resulting in DOA* animals.
We cannot be held responsible for shipping charges incurred for upholding our guarantee, they are the responsibility of you, the buyer. We do not offer credits or refunds on shipping for replacement animals.
If the animal is DOA* the customer must notify The Turtle Source of the DOA* within an hour of receiving the animal. The time will be determined by the receipt time UPS provides online of the delivery. An email with a photo attached of the actual animal must be received within that hour or all guarantees are null and void.
