Terms and Conditions
- We guarantee our reptiles will be alive and healthy upon arrival. Animals that are Dead On Arrival (DOA) must be reported within 1 hour of delivery. Any other issues must be reported within 4 hours of delivery. We do not guarantee live arrival on amphibians. If you have any questions or concerns, please contact us first (we are open 7 days a week). Photo evidence will be required for all claims.
- Shipping or Freight charges are non-refundable. OTW Exotics, LLC is not responsible for freight/shipping charges on the replacement of animals, and there are no cash refunds of any kind, store credit only. *In some instances, if a refund is granted shipping is nonrefundable.
Regular Shipping Days
We ship orders Monday-Thursday. Orders placed before 2pm EST are eligible for same day shipping if we have space on our shipping block. Orders placed after 2pm are usually shipped the following day. Orders made after 2pm EST Thursday through Sunday will be shipped on Monday. We monitor weather and flight patterns to guarantee a safe arrival. All shipments are weather and time permitting. If you need your package to arrive on a specific day, please email firstname.lastname@example.org so we can coordinate with you.
Safe Shipping Weather
We will only ship to your home or work when weather in route is 40-85 degrees Fahrenheit. This temperature range is extended to 35 - 90 degrees Fahrenheit upon arrival if you opt to have your live animals held for pickup at a main FedEx Shipping Center. Animals must be picked up same day for live arrival guarantee to apply.
Orders generally arrive by 10:30 AM
Typically the delivery time is before 10:30 AM (your local time) in most metro areas, but some remote areas may not be guaranteed to arrive until 'end of day', which is usually late afternoon or early evening at the latest (12:00PM-4:30PM).
FedEx Drivers WILL NOT wait for you to come to the door.
Generally speaking, FedEx will quickly knock or ring the doorbell, and leave your package near your front door. While this sometimes seems crazy to people who are new to having reptiles shipped to them, but this is industry standard. We purposely do not require signature, as we do not want to risk having reptiles go back on a hot (or cold) truck for the rest of the day, in the event you don't make it to the door in time. This is for the safety of the reptiles. Although we don't require a signature for delivery, we can still obtain GPS delivery coordinates and other information when needed, in order to determine where a package was left.
- Please be aware of what you are purchasing, and do the proper research (and ask us, as we are very happy to help!). Our guarantee is void if you do not have the proper environment to house the animal in. For example, putting a bearded dragon in a plastic kritter keeper is not appropriate set up. This includes temperature, bedding, and proper lighting.
- At OTW Exotics, LLC we do our best to sex your animal using proper techniques such as visual factors (sexually dimorphic species), popping, probing, or palpating (all depending on the species and size of the animal) but we cannot guarantee the sex on any animal.
- All captive bred (CB) animals will be labeled, if not, animal is assumed to be a field collected import. Internal issues on imported animals are not included under our guarantee; it is an outward health guarantee only on imported animals. All field collected animals are HANDPICKED to ensure only the best stock possible.
- Most photos of reptiles for sale in our shopping cart are visual representatives of the species and may not be the exact animal you receive.
OTW Exotics, LLC has a no return and no refund policy for all orders. If you need to request a cancellation on an order before it ships we can cancel and refund. In some instances, if a refund is granted, a 15% cancellation fee will apply.
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, or Google Pay. We DO NOT accept personal checks, Money Orders, Venmo, or CashApp. All shipments must be paid in advance. FL Residents add State and county sales tax.
*By ordering you acknowledge both the terms of our Live Arrival Guarantee as well as policies. Most photos are copyrighted by us and they are our intellectual property. Others are the best representatives we found of the particular animal from free stock images on google and other websites that offer free non-copyrighted, commercial use, pictures. If by chance your photo is shown on our site, and it is not for commercial use, please advise us so we can remove it.