In order to better serve you, here is a comprehensive list of frequently asked questions we receive on a regular basis. While we wholeheartedly encourage questions and strive to answer all emails within a timely fashion, we recommend that you check here first as you will likely find the answer you are seeking, rather than having to wait for a response from our dedicated staff.
Once again, thank you for your patronage. We look forward to serving you as you Get Into The Gecko™!
Frequently Asked Questions:
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Canadian methods of payment:
· ALL CANADIAN ORDERS ARE TO BE PAID IN CANADIAN DOLLARS (CAD).
· Stripe or email money transfers to mark@northerngecko.com.
· Payment via MasterCard or VISA over the telephone. Please call us at 416-630-0063 to process your payment. If you are in North America you can call us Toll-free at 1-855-GECKOIN’ (432-5646).
· Electronic Money Transfer (Interac EMT) to mark@northerngecko.com. Please make the answer to your security question: geckoin
· Credit card payments can also be made via Stripe if you so desire.
· Personal Cheques (please note we will require two weeks for a personal cheque to clear before we will ship).
· Bank Wire Transfer (please contact us for this information).
· In person at trade shows we accept Interac, VISA & MasterCard as acceptable forms of payment.
International methods of payments:
· ALL INTERNATIONAL ORDERS ARE TO BE PAID IN US DOLLARS (USD).
· Bank Wire Transfer (please contact us for this information).
· Payment via MasterCard or VISA over the telephone. Please call us at 416-630-0063 to process your payment. (European Union Countries and USA ONLY)
· Credit card payments can also be made via Stripe if you so desire. (European Union Countries and USA ONLY)
*All pricing on animals and dry goods quoted on this site DO NOT include applicable Provincial or Federal Sales Taxes. Export orders are exempt from these taxes however your country may require you to pay import taxes based on the value of the goods.
DO YOU OFFER A LIVE ARRIVAL GUARANTEE?
Every gecko WE sell is backed by a 100% live arrival guarantee; however it is important that you are aware of the conditions in which WE WILL NOT offer a live arrival guarantee:
· If outdoor temperatures are lower than 1°C (34°F) or greater than 25°C (77°F) we cannot guarantee live arrival as New Caledonian geckos are very sensitive to extreme temperatures (especially extreme heat). We will not put your gecko(s) at risk by shipping outside of these temperatures, however if you insist that we ship your gecko(s) against our recommendation the buyer shall assume all responsibility and our live arrival guarantee will be null and void. Please make sure that you are aware of local weather forecasts in your city on the day of shipping. You can check weather forecasts here.
· The live arrival guarantee assumes that someone will be present to pick up/receive the gecko(s) when they arrive. If no one is there to accept shipment upon arrival then the live arrival guarantee shall be null and void.
If an animal arrives expired (this is extremely rare) you MUST notify us within 12 hours of receipt. If we hear nothing from you within 12 hours we will assume the animals arrived alive and in good health and you are satisfied with your purchase. In the event that an animal arrives expired, photographic evidence will be required. If you cannot provide photographic evidence then you will be required to ship the expired animal back at your own expense. An animal that is D.O.A. will be replaced or a credit will be offered at our discretion.
DO YOU OFFER A HEALTH, COLOUR or SEX GUARANTEE?
7-Day Health Guarantee
We guarantee that all geckos we sell are 100% healthy animals when they leave our facility. For this reason, we are willing to extend a 7-day health guarantee on all of our stock. If you are having problems with a newly acquired gecko that you purchased from us it is essential that you to contact us as soon as possible so that we can offer suggestions to remedy the situation. If you contact us after your gecko has expired there are no suggestions we can offer at that point. Adjusting to a new enclosure and new surroundings can sometimes be a stressful period for a gecko. For this reason it is important to keep an eye on your new gecko(s) for the first week or so. Beyond the seven day period I am unable to offer a health guarantee as we have no control over how the geckos will be looked after or to what diseases or parasites they might be exposed. This policy is also open to interpretation at OUR sole discretion. This means that if we feel something has gone wrong that we could have avoided, we will make it right, even if this is beyond the 7 day period. We are very reasonable.
Sexing Policy
If we specify that a gecko is male or female then we make a 100% guarantee that it is sexed correctly. If we specify that a gecko is 95% female this means that there is a 5% chance that the assumption is erroneous, and it may in fact become male. Since all geckos look like females from birth and do not show any signs of being male until a certain size (usually 10-15 grams) I am not able to make a 100% guarantee on sex for animals quoted as such. There is always a chance, no matter how slim, that male organs can begin to develop. These geckos are not offered as 100% guaranteed sexable animals for this reason. Unsexed animals are offered with no promise of what sex they might become as there have yet to display any signs of sexual maturity. In the unlikely event that a gecko has been sexed incorrectly and my 100% sexing guarantee applies then the gecko will be replaced with one of the correct sex or a credit will be issued at our discretion.
Gecko Tails
Geckos can drop their tails as a self-defence mechanism or for no apparent reason at all. I have personally witnessed this on several occasions and it can leave even the most avid hobbyist scratching their head. Some species regrow their tails while others will not. In the wild, many geckos will drop their tail to escape a predator and will live a long and normal life without it. It is for this reason that a lost tail is not considered to be a defect. This being the case, I cannot be held responsible if a gecko loses its tail during shipping. This has never happened to date but it is important that I state this policy as it is within the realm of possibility.
Gecko Colour
Northern Gecko has spent thousands of dollars on high-end lighting, camera equipment and software in order to represent my geckos as accurately as possible. Regardless of the quality of camera and lighting equipment used, colours will always look just a little bit different on each individual monitor. I have several monitors in my home I know that even from one computer to the next colours can appear slightly different. In fact, it is virtually impossible to make every picture look exactly the same on every person’s monitor. However, you can rest assured that the only modifications ever made to our photographs are resizing (shrinking), cropping and white balance adjustments (if the gecko comes out too red, too blue or too green). We will never modify a picture to make a gecko seem brighter or more high-contrast then it actually is.
There are many factors that affect a gecko’s colouration, such as the presence of food, level of stress and environmental factors like humidity. I photograph my geckos in a state when they are “fired up,” meaning that they are showing some of their finest colours. However, no matter how hard you try to get them in this state the geckos do not always cooperate. It is for this reason that I have often heard that the gecko ended up arriving looking “much nicer than it does in pictures.” To date, I have never had a single customer complain that the gecko they received had colouration that was misrepresented by its picture. In fact, I hear allot of the opposite as many people often tell me the picture did not do the gecko justice. With this in mind please be aware that I cannot offer refunds based on a lack of or misrepresentation of colour.
WHEN CAN I EXPECT TO RECEIVE MY GECKO(S)?
We DO NOT ship out automatically after we receive payment for an animal as we need to know that the customer will be available to pick them up/receive them. After you have paid for your animals via an appropriate method we will mutually arrange a shipping day and destination airport where you would like to pick up your animals.
We am more than happy and willing to hold your animals for you (free of charge) until we can find the right day to ship (for you, me and the geckos). Your geckos will be treated and cared for just like any other gecko in our facility until it is safe to ship. We would rather keep the geckos safe at our facility for a longer period of time then risk their welfare by shipping during less than optimal conditions (please see our Terms & Guarantees for further details regarding weather conditions).
Shipping must be scheduled a minimum of 24 hours in advance and will only be scheduled after payment has been made in full. For example, we cannot schedule a shipment contingent upon payment being made that day.
WILL YOU KEEP MY INFORMATION PRIVATE?
Absolutely. Not only is our website equipped with an email encryption program, but we guarantee that we will not share, sell or make public, any information obtained from transactions that occur between you and us.
DO YOU SHIP INTERNATIONALLY?
Yes. We now ship to the USA. Finally, U.S. customers can get some great Canadian Bloodline geckos delivered right to their door. We ship out to the USA every month or so at the moment (weather permitting). We do this to gather enough orders to send them out at once to keep delivery fees minimal as there are a LOT of fees involved in importing animals into the USA. We can have any number of geckos delivered to your door for only $75 USD.
For further information about shipments to the USA and details regarding overseas shipping to HAMM and other destinations, please see our International Shipping page.
I AM A BREEDER/RETAILER. HOW CAN I BECOME AN AUTHORIZED REPASHY SUPERFOODS RETAILER?
If you are interested in becoming a Repashy Superfoods Authorized Retailer in Canada please Contact Us and provide us with some or all of the following information:
Company Name:
Address:
City/Region and Province:
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Contact:
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