Live arrival guarantee & refunds.

Every animal we ship is guaranteed to arrive alive. We breed and raise these geckos ourselves, we pack them in temperature-controlled packaging, and we schedule each shipment around the weather at both ends rather than sending an animal into a bad forecast.

If an animal arrives dead despite all of that, you are covered: we will provide a replacement or refund of the animal price, provided the conditions below are met.

This guarantee covers the price of the animal. Shipping charges are not refundable, because the courier has already performed the service.

Live animal shipping only works when both sides do their part. The guarantee applies when all of the following are true:

• Someone is present to receive the package at the first delivery attempt, or the package is held for pickup at the courier facility and collected the same day.
• The shipping address you provided at checkout is correct and complete. We ship to the address on the order and nowhere else.
• The package is opened promptly on arrival, not left sitting in a hallway, a porch, a hot car or a cold garage.
• You did not refuse, reroute, forward or delay the delivery.

A package left outside in Florida heat or a northern winter for several hours is outside anyone’s control but yours, and we cannot guarantee an animal under those conditions.

We will delay a shipment when temperatures at origin, destination or along the route are unsafe. This is not a delay we negotiate: an animal that would be harmed in transit does not travel.

We contact you by phone and/or email within 24 business hours of your order to schedule the shipment together. If weather forces a hold, we tell you and reschedule for the first safe window.

Your animal remains reserved for you, fed and cared for at no extra cost, for as long as the hold lasts.

If an animal arrives dead, contact us within 2 hours of delivery — or of the first delivery attempt, if the package was held for pickup. Claims made after that window cannot be honoured, because we can no longer tell what happened to the animal after arrival.

To open a claim we need:

• A photograph of the unopened package as it arrived, before you open it. This is the single most important piece of evidence — take it before anything else.
• A photograph of the animal in its unopened container.
• Your order number or the email address used at checkout.

Send them to support@geckomonster.com, or call +1 (786) 395-3697 — phone is faster and this is time-sensitive. Please do not dispose of the animal or the packaging until the claim is resolved.

Once an animal arrives alive and healthy, the sale is final. We cannot accept returns or exchanges of live animals: an animal that has left our facility and entered another collection cannot re-enter ours without risking the health of every other animal here. This is standard practice among reptile breeders and it exists to protect the animals.

It is normal for a gecko to be shy, to hide, and to eat little during its first days in a new home. That is settling behaviour, not illness.

Husbandry questions are welcome before and after you buy, for as long as you keep the animal. Every order includes our digital care guide, and you can always call us.

If you need to cancel before your animal ships, contact us as soon as possible and we will refund the order in full.

Once an animal is packed and handed to the courier, the order can no longer be cancelled.

If we cannot fulfil an order — an animal falls ill, or we determine it is not ready to travel — we will tell you and refund you in full. We will not ship an animal we are not confident about.

This policy applies to animals purchased directly from GeckoMonster and shipped by us. It does not cover animals collected in person, animals resold by a third party, or losses caused by husbandry after arrival.

This policy is governed by the laws of the State of Florida. Nothing here limits any right you have under applicable consumer protection law.