Shipping, Guarantee and Refunds

• By purchasing from Roonami in any way, we assume you have read and agreed to these terms and our Terms of Service.

SHIPPING RATES

Payment for your order is required to save your animal! Shipping cost is calculated in a separate invoice. EMAIL AHEAD if you want a quote prior to checking out. **Any orders canceled due to shipping terms will be subject to 5% restock fee.** Do not select this option (CANADA WIDE SHIPPING) if you live in Edmonton. All pets and live feeders must be picked up in person.

LIVE ARRIVAL GUARANTEE

All animals are guaranteed to arrive healthy and alive. The live arrival guarantee will be voided if you are not home to receive the animal(s) at first delivery attempt.

Change of address by the purchaser after shipping voids the guarantee.

Delays are sometimes possible due to carrier issues and we pack the animals based on this possibility. The purchaser will be provided a tracking number and will be responsible for checking the status of delivery. We cannot be responsible for carrier delays and the guarantee will be void if delayed.

The purchaser is responsible for the husbandry after they take possession of the animal(s). We have no control over care once the animal(s) is in the possession of the customer.

If there are any concerns with the purchase we must be notified within 1 hour from the delivery time as entered according to the tracking number.

In the event of a dead on arrival (DOA), without a shipping delay, and approved photos are sent in, we will replace the animal(s) or offer a substitute of equal value, or a store credit can also be issued for the animal if a replacement is unavailable. There are no refunds.

We cannot be held responsible for shipping charges incurred for upholding our guarantee; they are the responsibility of the purchaser.

The purchaser MUST notify us immediately and provide photographic evidence of any DOA or visibly unhealthy. Pictures must include the animal in original packaging, our shipping box, and the animal clearly visible. If we do not hear from the purchaser within 1 hour of the animal(s) being received, we will assume the animal(s) have arrived alive and in good health. 

SHIPPING

CREDIT CARD AUTHORIZATION

When you place an online order, we authorize your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order total until the order is fulfilled.

If you cancel an order, the time required to remove the authorization is determined by the financial institution that issued your card. You can reach out to your financial institution for more information.

GENERAL TERMS

Please be aware of your own local wildlife laws and regulations. No shipments will be knowingly sent in violation of any provincial or city bylaws. We cannot keep up with bylaws outside of our own city, so it is the purchaser’s responsibility to know the laws in the Purchaser's area and to abide by them.

We reserve the right to ask for ID before shipping any order. For fraud prevention reasons we are not able to change the shipping address on an order after it is placed. An order must be submitted again if the purchaser wishes to ship to a different shipping address and that shipping address must be specified on the new order. The billing address and shipping address must match or the order may not be sent out at our discretion to prevent fraud.

LOSS OF LIFE | SICKNESS | SEXING

We are not responsible for any veterinary expenses or costs incurred by the buyer for any animal. If you take any animal to a veterinarian, you do so entirely at your own expense. Please bring any issues to our attention within 1 hour of arrival or inspection in store before leaving. Roonami will never knowingly sell an animal that is sick, unhealthy or not eating. Due to many elements outside of our control, we extend no warranty on life of any animal outside the terms listed here. The exclusion to this is any animal sold as 'special needs' and the conversation was held between 'Roonami' and 'the purchaser' beforehand for its requirement.

For animals sold as a male or female, you must double check the sex of the animal within 72 hours of arrival. In the event an animal appears to be the wrong sex, we must be notified within 72 hours. Otherwise, the transaction is considered complete. 

ALL SALES ARE FINAL

No refunds or returns accepted. Corded products, bulbs, battery battery-operated displays, are final sale. We may offer in-store credit on sealed items such as substrates, foods, and terrariums. 

PRODUCT WARRANTY

Roonami expresses no guarantee or warranty for products we do not manufacture. Each manufacturer has its own procedure regarding claims that must be followed. 

ARCADIA: 

- 30 Days on lamps. Up to 1 year on corded products.
- Photo of the item
- Original invoice of item sold
- Submit claim details to Roonami
- We submit claim request to Arcadia 
- Wait for response and proceed from there with approved or denied claim
- Item can be replaced by Roonami if approved at this time

Zoo Med/ Exo Terra:
- Bring item into Roonami with sales invoice if within the product's warranty period
- Replacement will be offered if accepted same day
- If item is not in stock a replacement will be ordered on our next shipment (usually under 2 weeks)

DEPOSITS

All deposits are non-refundable and non-transferable. We will only offer a returned deposit if the animal or item is a preorder and no longer available.

CONTACT

You can contact us either by phone or email [email protected] if you have any questions. We can be reached during business hours:

Mondays 11am-6pm
Tuesday to Friday 11am-7pm 
Saturday 11am-6pm
Sunday 11am-5pm

Hours are subject to change, please check our social media for any closures.