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I can't remember my password!
No need to worry! If you've forgotten your password, simply head to the forgotten password page for instructions on how to reset your password.
What payment options are available?
We offer the following forms of payment: Visa, MasterCard (credit cards & debit cards), American Express, Google Pay, Apple Pay, PayPal and Afterpay.
Do you store any of my credit card details?
How do I use a coupon code online?
You will have the option to enter a discount code on the ‘Checkout’ section of the website. If you have a coupon code, make sure you apply it to your purchase before you finalise your payment method and complete your order, as this will be your last opportunity!
I have two coupon codes, can I use them both on one order?
Only one coupon code can be used per order, unless stipulated otherwise.
Why isn’t my coupon code working?
A lot of our coupon codes have terms and conditions, meaning that your order needs to fulfil requirements before the discount can be applied. Please read the fine print if your coupon code isn’t working.
Can I change the details of my order?
As we do our absolute best to dispatch your order as quickly as possible, we aren't always able to change your order after you’ve made your purchase. Contact our customer service team via email at email@example.com as soon as you can if you need to change your order.
I just received my order and there’s something wrong, what do I do?
Contact our customer service team via email at firstname.lastname@example.org as soon as you can and we’ll rectify the situation the best we can!
What is your return policy?
Visit our returns page to get full details on our returns policy.
I returned my order - when will I receive my refund?
Once we have received your return, it may take up to 3 working days to process. A refund can sometimes take up to 3 working days to appear in your account, depending on your bank.
Do you refund sale items?
No exchange or return on Sale items as all sales are final.
Can I return an item and exchange it for something else?
If you want to change the size, colour or style of an item you have purchased, please contact customer service via email at email@example.com. Items may be exchanged within 14 days of receiving your order. For full details on exchange please visit our returns page.
Do you offer international shipping?
Yes we do! Head to our shipping information page for details on international shipping costs.
Can I track the progress of my delivery myself?
You sure can! Once we have shipped your order, we will send you an email including a confirming that purchase has been dispatched and a tracking number. Head to Australia Post Tracking or DHL Tracking to track your order.
I haven’t received my parcel yet, what do I do?
The only thing we can do if your parcel is lost is open an investigation. Australia Post or DHL will update us on the investigation over five business days. If you are concerned that your parcel is missing, please contact customer service via email at firstname.lastname@example.org as soon as you can.
How do I earn points?
You can earn points when you join, share, and engage with the reptile brand once you sign up or signed into your account. Then click on “squad rewards” – Click on “Ways to earn” section – select from options – action and get more points.
How do I spend my reward points?
You can spend your reptile points by clicking on “ways to Redeem” then click on what is available to redeem on the green redeem button. If nothing is available. You will need to earn 100 points, first before using your rewards.
When can I start using the points?
For every 100 points you earn, you will receive a $10 coupon which can be used on your next order.
How many points can you get?
For every 100 points you earn, you will receive a $10 coupon which can be used on your next order. The Answer is listed below:
100 points = $10 OFF Coupon
200 points = $20 OFF Coupon
300 points = $30 OFF Coupon
400 points = $40 OFF Coupon
500 points = $50 OFF Coupon
600 points = $60 OFF Coupon
700 points = $70 OFF Coupon
800 points = $80 OFF Coupon
900 points = $90 OFF Coupon
1000 points = $100 OFF Coupon
How many points for each purchase on the website?
For every $1 spent you will receive 1 reptile point.
How do I refer a friend?
You can refer a friend by signing into your account. Under refer your friends by Share this URL, facebook, email to give your friends the reward $10 off coupon.
When I have referred a friend when do I receive my points?
You receive points once friend has made their first purchase. You will receive an email and will show on your account.
Why the birthday reward points are not showing?
A customer will not get rewarded points for their birthday this year if they enter a date that is in the next 30 days. They will be rewarded the following year on that date. The points will be rewarded once a year on the customer’s birthday. Points are NOT issued when the customer enters their birthday.
Can I use an additional discount code after I’ve redeemed my points for credit?
No, only one code can be redeemed on a particular cart. Save your points for another purchase!
Can my reward point expire?
If you haven't earned or spent any points in the past 1 Year (365 days), your points will begin to expire. Stay an active member of Reptile Rewards by shopping, referring friends, and posting on social media!
I didn’t mean to redeem my points, can I get them back?
Yes, as long as the redeem code has not been used or you can email us at email@example.com and will get back to you shortly.
Provide the email address associated with your account and the code you received and then we can help you from there!
If we haven’t answered your question?
Please email us firstname.lastname@example.org and will get back to you shortly.
What are your customer service opening times and contact details?
Our Customer Service team are available to answer your questions from 8:30am-5pm AEST Monday to Friday, unfortunately they’re not available on public holidays. You can contact out customer service team via email at email@example.com.
How do I opt out of marketing emails/newsletters?
All our customers are given the option to unsubscribe or opt-out of receiving our communications. Simply click on the “unsubscribe” link at the bottom of the email.