We take packaging seriously, especially for custom reptile enclosures, acrylic panels, glass-front options, and modular enclosure components.

However, large or fragile items may still be exposed to shipping risks. This policy explains what to do if your order arrives damaged.

Inspect Your Package Upon Delivery

Please inspect your package as soon as possible after delivery.

If you notice damage, please contact us within 48 hours of delivery.

What We Need From You

To help us review a damage claim, please provide:


Order number
Photos of the outer shipping box
Photos of the inner packaging
Photos of the damaged item or panel
Photos of the shipping label
A brief description of the issue

Please keep all packaging materials until the claim is reviewed.

Replacement Parts or Panels

For custom enclosures, damage may not always require a full product replacement.

Depending on the issue, we may offer:


Replacement glass panel
Replacement acrylic panel
Replacement hardware
Replacement door or track component
Replacement enclosure part
Other reasonable solution based on the damage

Because many enclosure designs are modular or panel-based, replacement parts may be the most practical solution.

Important Notes

Damage claims submitted without photos, packaging evidence, or timely notice may be difficult to approve.

Please do not discard the packaging before contacting us.

What Is Not Covered

This policy may not cover:


Damage reported after the inspection window
Damage caused by improper assembly
Damage caused by misuse or modification
Normal wear and tear
Scratches caused by cleaning tools, substrate, claws, or hard objects
Damage caused after successful delivery