Frequently Asked Questions
Still have questions not listed in the the above FAQ section, you can easily email one of our customer service representatives.
We monitor our emails and usually reply within the same business day.
Please note: Our office hours are Monday - Friday 9am to 5pm EST
It is our goal to ship out all orders as soon as possible and for products that are in stock, we can usually ship the same day. For our enclosures and complete reptile kits, which are made to order, we have listed approximate ship times on each product page and specific ship dates and updates on our Contact Us page.
Due to the transportation costs, at this time we are just shipping throughout the USA (lower 48 + Alaska) and Canada.
We ship throughout the USA and other select countries using UPS or FedEx and you can see the real time shipping rates as you checkout. While we offer both services, we will usually ship to your address using our preferred shipper UPS unless you add specific notes in the order section.
Also, the services displayed in your shopping cart and delivery times are when your order ships from our Ohio facilities and these times do not account for any lead times that we may have for our products.
All orders are insured and sometimes they can be delayed. In this case, please let us know so that we can help.
Please note: for larger enclosure orders, we often use a LTL carrier to deliver these larger items and in this case, you will receive a call and a delivery window for the delivery.
Yes, you will receive an auto reply confirming your order details when you first place your order. If not, please check your spam folder and also promotions tab for Gmail customers. We will also send out the tracking information when your order is shipped so that you can see what day it's due to be delivered to your address.
We are remodeling our store area in near future and when we do, will be allocating space for a showroom and research area. Also, for our local and nearby customers, you are now able to save on shipping costs by selecting "Pick up" while placing your order which will enable to you pick up directly from our Dayton, Ohio location, once your order is complete.
For orders directly through this site you will see either: "CustomRepti" or "CustomReptileHabita" on your credit card statement.
Yes, often we can change or modify your order as long as you contact us before your order ships.
We have an awesome return policy so should you not be 100% satisfied with your purchase, we will refund 100% of the purchase price within 30 days and, after receiving your returned order (Please Note: some restrictions apply such as customizations and custom build enclosures). Note: freight and credit card costs cannot be refunded.
For order cancellations on enclosures, we allow 48 hours from the time your order was placed to notify us that you wish to cancel for a refund. After 48 hours, there is a 10% cancellation fee.
For order cancellations on décor and other items other than enclosures, we allow 48 hours from the time your order was placed to notify us that you wish to cancel for a refund. After 48 hours, there is a 5% cancellation fee.
* Please note: refunds do not include the merchant (PayPal, Visa, Mastercard etc.) fees that are paid to the processor at the time the order was placed and therefore a 2.5% fee will be deducted from all refunds.
We offer a satisfaction guarantee that covers damages in transit and faulty workmanship. Please see individual products for details or contact us if you still have any questions or concerns.
While we specialize in providing the very best enclosures, backgrounds, decor and complete reptile kits, we often get questions asking where are the best places to purchase ongoing supplies and so we have compiled a list of online stores sell the various reptile supplies that we use and recommend - Click here for details
Yes, most of our larger doors are made from Polycarbonate (AKA Lexan) and we now have the sizes in the below link so that you can order the glass before your enclosure ships out. This way you can have your glass doors made and ready for your enclosure when it arrives. Click Here for Our Enclosure Door Size Details
At this time we are no longer offering custom sized enclosures. We may at some time again in the future offer this service but currently this service is not available.
No. We are pro breeder (no breeders = no pets = no industry) but have absolutely zero interest in this small segment of the reptile business. Reptile breeders in the USA represent less than 1% (.75% to be exact) of all reptile keepers and the industrialized care in this commercial setting has very little to do with the other 99.75% of reptile keepers that today, are striving towards better long term care of their beloved pets. This is why we have chosen to focus our business model towards better reptile care and advancing reptile keeping and not on the over saturated reptile breeding side.
Yes you could however, all of our enclosures are designed for more advanced heating methods as in Tungsten halogen lamps as a primary heat source and an Arcadia Deep Heat Projector as a secondary heat source. This method provides a far superior heat source than under tank heaters, ceramic heat emitters, heat tape and radiant heat panels that only provide a minimal level of energy that can actually be used by reptiles.
It is for this reason that we encourage our customers to move away from this old technology and towards safer, more effective overhead heating that will actually benefit your pet reptile's health and wellbeing in the heating process. For more information, please visit our page on Reptile Lighting and Heating
You could but we don't think you should. This afterthought is due to "breeder standard" designs of the past and is dangerous, ineffective and looks terrible as well. Instead of following the flock, we are continually innovating new designs that work better and safer for your pet reptiles - Click Here For Details