Shipping policy

SHIPPING POLICY

Any failure to provide a complete and accurate shipping address may result in items being returned to Kages' shipping department. It will be up to the customer to pay to reship the item with the correct address. A refund will not be issued if the item is undeliverable or returned to Kages’ shipping department. ALL SALES ARE FINAL so please make sure your shipping information is correct. 

Orders are sent via USPS, FedEx Ground, FedEx Freight, UPS, or UPS Freight, and/or other commercial Freight providers - and you will be sent a tracking number. A signature is REQUIRED for most shipments so please plan accordingly. Any items over 2’ wide or 2’ tall will likely deliver on a pallet via a LTL carrier.  The Carrier will call you within 1-2 days of delivery to arrange the final drop off. If your package has not been delivered to you within 7 days of the estimated delivery date, please notify us immediately. Notification of non-delivery must be received within 10 days of the original tracking email being sent. Any non-delivery notifications sent past the 10 day period will result in the inability to issue a replacement. 

All enclosures are shipped disassembled, this not only keeps shipping prices low but also keeps the enclosure safer during shipping. We do assemble some of our enclosures at our facility, and screw holes will be there for you and we provide easy to follow instructions. 

GROUND SHIPMENTS 

All shipping rates are standard curbside delivery rates. This means that the driver will place your package outside your door. All enclosure orders require a DIRECT SIGNATURE upon delivery. 

FREIGHT SHIPMENTS 

The delivering carrier should call you at least 24 hrs in advance to coordinate a delivery day and time. They will give you a time window for arrival. Seller cannot be responsible in the event of poor coordination/timing of the delivering carrier. Upon receipt of your shipment, do not sign off to the driver until you have carefully inspected the package. Signing off to the driver means that you have received it in good condition. Do not sign off for the package if the item is not on a pallet or the package looks damaged or worn from mishandling. If the driver delivers your package and it is not on a pallet or it looks like it has been mishandled, please make the driver wait until you have unpacked the item and inspected it. The driver in this case is obligated to wait until you unpack before signing off to him. If an item is not on a pallet, this means that the delivering carrier removed the pallet to make room in the truck. Based on our agreement with them, they are not allowed to do so and you have the right to refuse the shipment or the driver must wait until you inspect it before signing off. The best way to protect yourself is to have a camera ready to take pictures of the package when it arrives to you. Take as many pictures as possible if you feel that the package has been mistreated or is not on a pallet when it arrives. In this case if you decide to refuse the shipment because of damage, then the carrier will not charge you to ship it back to us. In order for them to ship it back free of charge to our warehouse, you must have the driver sign off that the package was damaged or mistreated in transit. Please follow these guidelines carefully in case you need to file a claim or refuse a shipment. If you have any questions about signing off for a shipment from us, please contact us. 

DAMAGED ITEMS 

All goods are guaranteed to arrive in good condition. If you have any damage, please contact us immediately. 

If you have any damaged products please keep ALL packaging and the damaged parts, these things are required for a damage claim. Pictures of damage will also be required. If you do not do these things, then you will be responsible to pay for replacement parts. Refund or replacement will be at CBHG Holdings LLC & Reptilekages.com’s discretion.