Live Arrival & Health Guarantee

At Everything Scales, the health and well-being of our animals is extremely important to us. We take great care in raising, housing, and shipping our reptiles, and we stand behind them with a clear and structured guarantee.

Please read the information below carefully, as it outlines how our Live Arrival & 30-Day Health Guarantee works.

Live Arrival Guarantee

We guarantee that all live animals will arrive alive and well when shipped according to our shipping guidelines.

In the rare event of a DOA (Dead on Arrival):

• You must notify us within 4 hours of the shipment being delivered or ready for pickup

• Clear photos and videos of the animal and shipping box must be provided

• Shipping fees are non-refundable

Reports made outside the 4-hour window are not eligible for compensation.

30-Day Health Guarantee

We also offer a 30-day health guarantee from the date your animal arrives or is ready for pickup.

Health Concerns Reported Within 7 Days

• Health concerns must be reported within 7 days of delivery

• You may qualify for a refund, replacement, or store credit, depending on the situation

• Required documentation must be submitted (see below)

Health Concerns Reported After 7 Days (Up to 30 Days)

• Reports made after 7 days but within 30 days require proof of a veterinary visit

• Veterinary documentation must:

  • Be from a licensed exotic or reptile veterinarian

  • Clearly identify the animal examined

  • Include a written diagnosis

• If no veterinary documentation is provided, compensation—if offered—is limited to up to 50% of the animal’s purchase price, at our discretion

After 30 days from delivery or being ready for pickup, we are unable to offer compensation in any form. No exceptions.

Required Information for All Claims

To ensure fair and accurate evaluations, all claims must include complete documentation. This helps us understand the animal’s environment and care.

You must provide:

• Clear photos and videos of the animal

• Clear photos and videos of the enclosure/setup

• Basking, ambient, and cool-side temperatures

• Humidity levels

• UVA, UVB, and heat bulb type, wattage, and age

• Substrate used

• Diet and feeding schedule

• Hydration schedule

• Confirmation that the animal was quarantined upon arrival

Failure to provide any required information automatically disqualifies the claim.

Important Notes

• Though minimal, shipping and acclimation stress are normal and are not considered a health issue

• Claims must be submitted through our official claim process

• Submitting a claim does not guarantee approval

• Delayed responses from our team do not imply claim acceptance

• All determinations are made in accordance with our Terms & Conditions

Our Commitment

We are always happy to answer care questions and help set our customers up for success. Our goal is for every animal to thrive in its new home, and clear guidelines allow us to fairly support both our animals and our customers.

This page is a summary. Full, governing terms are outlined in Section 12 of our Terms & Conditions, which apply to all purchases.

If you have questions regarding your animal, we strongly encourage you to reach out — we’re here to help!