Caliber Exotic Supply
Version CES-LA-2026-11-01-v2 · Effective November 1, 2026
1. Scope and applicable rights
This policy applies to live animals purchased from Caliber Exotic Supply, live feeder rodents, insects and cultures, and adoption returns. It does not set return terms for frozen feeders, equipment, supplies or merchandise. Nothing in this policy removes a right or remedy that cannot legally be excluded. Specific written guarantees supplied with a transaction remain binding.
2. Final sales and customer responsibilities
Live-animal purchases are final sale for change-of-mind purposes. No refund, exchange or store credit is offered for buyer’s remorse, household objections, housing restrictions, unexpected care costs, loss of interest or incompatibility with other animals. Adoption fees are non-refundable except where required by law. Returning or surrendering an animal does not automatically create a right to repayment.
Before handover, arrange lawful, suitable housing, equipment and transport. After handover, provide species-appropriate temperatures, humidity, lighting, nutrition, hygiene, secure containment and veterinary care. Keep newly acquired animals separate from existing animals using appropriate quarantine practices.
3. Cancellations, reservations and collection
Any deposit, special-order cancellation charge, holding period and pickup deadline must be disclosed and agreed in writing before payment. No undisclosed fee or automatic forfeiture applies. Where no special cancellation terms were agreed, contact Caliber before handover; any voluntary cancellation and its financial terms must be confirmed in writing.
If a collection deadline is missed, Caliber will contact the purchaser with a revised deadline and explain the proposed next steps. Missing collection does not itself authorize abandonment, forfeiture of all payments or undisclosed boarding charges. If Caliber cannot supply the agreed animal and no substitute is accepted, payments for the unavailable animal and associated unprovided delivery will be refunded. Statutory cancellation rights remain unaffected.
4. Pickup, delivery and handover
Handover occurs when the customer or their authorized recipient physically receives the animal. Customers must supply an accurate address, be available for the agreed delivery, and promptly move the animal into suitable conditions. Live animals must not be left unattended without a separately agreed safe arrangement.
Caliber may postpone transport when conditions are unsafe and will communicate revised arrangements. Missed deliveries, incorrect addresses, delayed collection or customer-requested changes may require rescheduling; any additional charge must be disclosed and agreed before the additional service. Voluntary coverage may exclude loss actually caused by those customer actions. These terms do not excuse loss for which Caliber is legally responsible or remove legal rights concerning delayed or failed delivery.
5. Arrival claims and live-arrival coverage
Inspect the animal and order at handover or immediately upon receipt. For voluntary deceased-on-arrival, visible injury, incorrect-item or feeder-shortage claims, email caliberexoticsupply@gmail.com within two hours of receipt. Include your order number or proof of purchase, receipt time, affected animal or quantity, a description and available photographs. The email timestamp counts, including outside business hours; you need not wait for a reply to notify us.
Caliber does not offer a separate blanket live-arrival guarantee under this policy. Any additional live-arrival guarantee, qualifying transport method and conditions must be expressly provided in writing before purchase. Timely claims will be assessed; reporting does not automatically establish liability or approval. The two-hour requirement governs voluntary accommodation only and does not bar statutory claims.
6. Later health concerns
Report a later health concern within 24 hours of discovering it, with the animal’s identification, symptoms and timeline. This reporting target does not create an ongoing health guarantee and does not remove statutory rights. Do not delay necessary veterinary care while awaiting our response.
Unless expressly agreed in writing, no additional ongoing health, lifespan, breeding, fertility, temperament or feeding guarantee is provided. Relocation-related changes in appetite, behaviour, colour or activity do not alone establish a pre-existing problem.
7. Evidence, identification and assessment
Claims must relate to the animal or goods actually supplied. Provide proof of purchase, identifying photographs or animal ID where available, photographs of relevant packaging, and a clear timeline. Caliber may reasonably request enclosure photographs, temperature and humidity readings, feeding and care records, and relevant veterinary findings.
For a deceased animal, photograph the animal and packaging where safe. Contact Caliber promptly before disposing of evidence where reasonably possible. Do not handle or store remains unsafely, return remains without authorization, or delay urgent care. Obtain veterinary advice if examination or preservation is needed. An unboxing video is helpful but is not the sole acceptable evidence.
Known health conditions and material disclosures should be documented before handover. Age, sex or morph described as an estimate is not a confirmed identification. This does not excuse an inaccurate representation or undisclosed condition for which Caliber is responsible.
8. Exclusions and veterinary expenses
Voluntary refunds or replacements are not available for loss, illness, injury or death caused by unsuitable housing, incorrect husbandry, temperature exposure, unsafe transport after handover, escape, aggression from other animals, breeding, mishandling or exposure to illness after transfer. Exclusions apply to losses caused by those circumstances, not merely because a circumstance is alleged.
Veterinary treatment does not automatically make Caliber responsible for the bill. Voluntary reimbursement requires written approval. These provisions do not restrict legally required compensation or excuse an incorrect description or condition for which Caliber is legally responsible.
9. Live feeders and partial losses
Live feeder rodents, insects and cultures are not accepted back into stock after leaving our care because of biosecurity risks. This does not prevent assessment of a valid claim. Report arrival losses, shortages and incorrect products under section 5.
Partial-loss claims are assessed against the verified affected quantity and the price actually paid for it. A partial loss does not automatically entitle the customer to a full-order refund. Any voluntary replacement or credit is limited to the affected quantity or its purchase value, unless agreed otherwise. Statutory remedies remain unaffected.
10. Authorized returns, remedies and refund processing
Do not bring, ship or leave an animal at Caliber without prior written authorization and a confirmed appointment. Authorization to assess or receive an animal is not acceptance of liability or approval of a refund.
Caliber will confirm an approved remedy in writing. Voluntary remedies may include replacement, store credit or refund at Caliber’s discretion; legally required remedies take precedence. For a voluntary accommodation, completed original delivery is not automatically refundable. The written approval will identify responsibility for return transport and replacement delivery costs before either is arranged. Caliber will pay costs where legally required.
Approved refunds will be issued to the original payment method within five business days of approval, or sooner where legally required. Bank or payment-provider posting times are additional. If the original method cannot receive the refund, an alternative will be agreed with the original payer. No undisclosed processing deduction applies.
11. Surrender and adoption returns
If you can no longer care for an animal adopted from Caliber, contact us first for an approved return or rehoming plan. Requests are subject to assessment, available space, quarantine capacity and a confirmed intake appointment. Immediate intake is not guaranteed.
You remain responsible for care until Caliber or another agreed recipient formally accepts custody. Never abandon an animal at our premises. A surrender does not create a right to repayment of purchase price, adoption fee, equipment or care expenses.
Permanent ownership transfer must be recorded in a signed surrender or return agreement. An enquiry, appointment or temporary assessment alone does not transfer ownership. Once a permanent surrender is signed and the animal is accepted, there is no automatic right to reclaim the animal; any later placement requires Caliber’s approval and applicable adoption requirements. Temporary boarding is governed by its separate agreement.
12. Version, acceptance and contact
Version CES-LA-2026-11-01-v2. Effective for transactions accepted after publication of this version on November 1, 2026. Earlier transactions remain governed by the terms supplied at that time. Later revisions do not retrospectively remove existing rights.
Review these terms before paying or accepting an animal and retain a copy with your receipt or signed agreement. Any transaction-specific written guarantee or approved exception remains binding. Contact caliberexoticsupply@gmail.com or (519) 497-5791. Caliber Exotic Supply, 350 Main St, Cambridge, Ontario N1R 1Y8.