come visit us at 904 N. East Street, Frederick, Maryland 21701 • Got a question, call us at (240)-656-1240

Our Return Policies

At Critters, Reptiles & Exotics, we want every customer to feel confident in their purchase and every animal to have the best chance at thriving in its new home. Our return and guarantee policies are designed to balance customer satisfaction with the highest standards of animal welfare. Because the needs of pets and products vary, we have specific guidelines for dry goods, small animals and birds, reptiles and amphibians, freshwater fish, and saltwater livestock. Please review the category that applies to your purchase for details.

- Returns on unused products accepted within 30-days of purchase with receipt or matching POS lookup.
- Items/services bought as “final sale” or “special order” follow the terms stated at purchase.
- We reserve the right to refuse returns that show signs of misuse or anything that may pose a biosecurity risk.
- Refunds are made to the original payment method only.
- If the return is past 30-days, no receipt or other proof of purchase is available, or a refund to the original payment is not possible, store credit will be offered.
NO GUARANTEE ON SPECIAL ORDER ANIMALS
Any special order that requires same day pick-up, means are unable to guarantee the health of animal since we have not had ample time to observe and monitor it.
Health Guarantee: 7 days (excludes specially marked exotics)
If an animal dies within the health guarantee we ask that you bring the animal to us for an in-person check.
Requirements: original receipt; animal evaluated by staff; include any habitat info we request.
If there are no obvious signs of neglect, a full refund will be provided.
NO GUARANTEE ON SPECIAL ORDER ANIMALS
Any special order that requires same day pick-up, means are unable to guarantee the health of animal since we have not had ample time to observe and monitor it.
Health Guarantee: 14 days.
What’s Covered: latent illnesses not caused by husbandry errors.

Process: bring the animal and receipt; we may request temps/humidity logs and photos of the enclosure; our team will evaluate and may offer treatment, exchange, or refund.

Not Covered: injuries/illness from improper housing (incorrect heat/UVB, cohab issues), feeder impaction due to husbandry, or housed with existing ill animals.
*Turtles and Tortoises are excluded from this guarantee, and no refunds will be provided after leaving the store with the animal.
NO GUARANTEE ON SPECIAL ORDER ANIMALS
Any special order that requires same day pick-up, means are unable to guarantee the health of animal since we have not had ample time to observe and monitor it.
Guarantee: 7 days for store credit or replacement.
If Loss Occurs: bring the fish/invert remains (in a separate bag), receipt, and 8–12 oz of tank water within the guarantee window; we test water on the spot.

Not Covered: poor water quality (ammonia/nitrite/pH/nitrate outside safe ranges), aggression injuries, or mixing with sick stock.
No guarantee.
Please be sure to perform a proper acclimation and salinity match to reduce stress to the animal.