🔄 Refund & Return Policy: Our Commitment to Health and Ethical Placement

At Joe Exotic Primates, we are committed to the health, welfare, and responsible placement of every animal. Due to the biological and legal complexities associated with the sale and transfer of live exotic animals, our refund and return policy is governed by strict ethical and contractual guidelines.

1. General Policy Regarding Live Animals

ALL SALES OF LIVE ANIMALS ARE FINAL.

Because the transfer of live animals, especially primates, involves specific legal compliance, health certifications, and the potential risk of exposure to new environments, we strictly prohibit returns and exchanges based on buyer change of mind, inability to obtain permits, or failure to comply with local laws after the contract is signed.

2. Health Guarantee and Veterinary Clearance

We stand behind the health of our animals.

  • Pre-Transfer Health Certification: Every animal leaves our facility with a recent health certificate issued by a licensed exotic veterinarian, certifying that the animal is clinically healthy and free from visible signs of disease at the time of transfer.
  • Limited Health Guarantee: We provide a limited warranty against serious, life-threatening genetic or congenital defects for a specified period (details provided in the individual Sales Contract).
    • Claim Procedure: If a life-threatening defect or pre-existing condition is discovered by a licensed exotic veterinarian within the guarantee period, the buyer must immediately notify Joe Exotic Primates. The buyer must provide a comprehensive veterinary report, including necropsy results if applicable.
    • Remedy: If a claim is validated, Joe Exotic Primates’ sole responsibility will be to offer a replacement animal of equal value and species, or, at our discretion, a refund of the purchase price excluding shipping costs.
  • Exclusions: This guarantee does not cover:
    • Illness or death due to injury, neglect, improper diet, environmental stress, or failure to follow our Care & Responsibility guidelines.
    • Hypoglycemia, parasites (common, treatable), or common colds acquired after transfer.

3. Deposits and Order Cancellation

  • Initial Deposits: All deposits made to reserve an animal (e.g., Capuchin Monkey, Marmoset) are non-refundable. Deposits cover the costs associated with holding the animal, veterinary checks, and lost sales opportunities.
  • Contract Cancellation by Buyer: If the buyer cancels the purchase contract for any reason after the contract is signed but before delivery, all payments made up to that point (including the deposit) are forfeited.

4. Accessories and Supplies

Products listed under our Accessories category (cages, toys, specialized food, etc.) are subject to the following:

  • Returns: Accessories may be returned within 30 days of receipt, provided they are unused, unopened, and in their original packaging.
  • Refunds: Once the returned accessory is inspected and approved, a refund will be processed to the original payment method, excluding the original shipping costs.
  • Defective Items: If an accessory is received damaged or defective, please contact us immediately for a replacement or full refund.

5. Failure to Meet Legal Requirements

If a buyer pays for an animal and subsequently fails to secure the necessary local, state, or federal permits required for legal ownership, the following applies:

  • Forfeiture: The buyer forfeits all deposits and payments made up to that point, as Joe Exotic Primates cannot legally complete the transfer.
  • No Refund: No refund will be issued, as the failure to comply rests solely with the buyer, and the animal has already been prepared and held specifically for the buyer.

6. Contact for Claims and Returns

For any inquiries regarding this policy, to report a health issue, or to process a return of accessories, please use the contact information below:

Joe Exotic Primates