📜 Terms & Conditions

💰 Refund Policy

All sales are final. We do not accept returns, exchanges, or refunds unless the issue was directly caused by EXOPHT, including but not limited to:

• ✅ Incorrect item shipped.

• ✅ Incorrect quantity sent.

• ✅ Product significantly different from the order placed.

If you believe you have received an incorrect order, please contact us within 24 hours of receiving your parcel. Claims submitted after this period may not be accepted.

🦎 Live Arrival Guarantee (LAG)

Certain live animals are covered under our Live Arrival Guarantee (LAG).

Before making a purchase, it is the buyer's responsibility to ask whether the selected product is eligible for LAG. Our team will inform you whether the animal is covered.

To submit a valid LAG claim, the following conditions must be met:

• 📹 A continuous unboxing video must be recorded.

• 📦 The video must clearly show the parcel is completely sealed and unopened before opening.

• 📦 The shipping label must be clearly visible.

• 🦎 The condition of the animal(s) must be shown immediately after opening.

• 🔢 The video must clearly show the quantity of animals received.

• ⏰ Any LAG claim must be reported immediately upon receiving the parcel.

Claims without a complete unboxing video or videos that are edited, paused, or cut will not be accepted.

LAG does not cover losses caused by:

• Incorrect shipping information provided by the buyer.

• Delivery delays caused by the courier.

• Failure to collect the parcel promptly.

• Buyer negligence after the parcel has been delivered.

📦 Fragile Item Guarantee

We take extra care in packing all major abiotic products (such as glass tanks, terrariums, and other fragile items) to ensure they arrive safely.

In the unlikely event that your item is damaged during shipping, buyers must provide a clear unboxing video (from before opening the parcel until the damaged item is shown) and clear photos of the damaged product and packaging.

Once our team has verified that the damage occurred during transit and there are no issues with the claim, we will reship a replacement item at no additional cost.

⚠️ Claims without a complete unboxing video or sufficient photo evidence may not be eligible for replacement.

❌ Order Cancellation Policy

Once an order has been confirmed and payment has been made, it is considered final.

• Orders that have not yet been packed or processed may be cancelled at our sole discretion.

• Once an order has been packed, processed, or shipped, no cancellation, modification, or refund will be accepted.

• Any deposit paid for a cancelled order is non-refundable, unless the cancellation is due to an error made by EXOPHT.

Customers are encouraged to review their order carefully before making payment.

🦎 Health & Appearance Disclaimer

All live animals sold by EXOPHT are carefully inspected before shipment to ensure they are healthy and in good condition.

As live animals are natural living organisms, their appearance may change due to various factors, including but not limited to:

• 🌡️ Temperature changes during transportation.

• 💧 Humidity and environmental conditions.

• 🎨 Temporary changes in colour, pattern, or brightness.

• 🍽️ Feeding schedule and hydration.

• 😰 Stress caused by handling or shipping.

These temporary changes are normal and do not indicate that the animal is unhealthy or of poor quality.

Variations in colour intensity, markings, body shape, activity level, appetite, or temperament are natural and shall not be considered valid reasons for refunds, returns, exchanges, or compensation, provided the customer receives the correct species, morph, sex (if specified), and quantity purchased.

Customers acknowledge that photographs displayed on our website or social media are for reference only. Actual animals may vary slightly in colour, pattern, size, or appearance due to natural biological variation, age, shedding cycle, lighting conditions, and transportation stress.

By placing an order, the customer acknowledges and accepts these natural variations as part of purchasing live animals.

🚚 Shipment Schedule & Shipping Policy

📅 Shipping Schedule

Orders are normally shipped every Tuesday.

If there are any changes to our shipping schedule, customers will be notified in advance whenever possible.

Orders placed after our weekly shipment cutoff may be shipped during the following week's schedule. We are not obligated to arrange special shipments outside our regular shipping schedule.

📍 Shipping Methods

🏝️ Penang, Malaysia

• 🚗 Lalamove

• ⚡ Line Clear Premium

• 📦 Line Clear Standard

• 🤝 Self Pick-Up (COD)

🇲🇾 West Malaysia

• ⚡ Line Clear Premium

• 📦 Line Clear Standard

• 📮 Pos Laju Standard

🌴 East Malaysia

• ✈️ Pos Laju Express

🌍 International Orders

• 🚀 Special Express Shipping (subject to destination and quotation)

💵 Shipping Charges

Note: Shipping charges may increase depending on parcel size, weight, quantity of products purchased, packaging requirements, or destination.

🤝 Self Pick-Up (COD) Policy

COD refers to "Collect on Delivery" and NOT "Cash on Delivery".

Customers choosing Self Pick-Up must:

• ✅ Make full payment, or

• ✅ Pay at least a 50% deposit before collection.

Products will only be reserved after the required payment has been received.

💳 Payment Information

🏦 Bank Transfer

Hong Leong Bank

Account Number: 33750217401

Account Name: Havard Tan Yuan Pin

📱 Touch 'n Go eWallet

Number: 011-5349 4919

Account Name: Havard Tan Yuan Pin

⚠️ Payment Responsibility

Customers are responsible for ensuring payment is made to the correct account.

EXOPHT shall not be responsible for any losses resulting from payments transferred to the wrong bank account, e-wallet, or recipient due to customer error.

📞 Contact Us

For enquiries, orders, or customer support, please contact:

📱 EXOPHT (Main Hotline)

011-5349 4919

👤 Havard (Leo)

011-1776 8897

👤 Jethro (Jet)

018-2614915

Please contact us via our official social media platforms or messaging channels.