Our Policies

Our goal is to offer high-quality, healthy, captive bred turtles while ensuring legal and safe practices. We are confident that our policies and procedures effectively achieve this. Make sure to review and understand these policies. If you have any questions or concerns, feel free to reach out to us at your convenience.

Terms and Conditions

By purchasing from Turtle Freak LLC you agree and affirm that you have read our polices thoroughly and agree and affirm your full understanding and agreement with said polices.

1. Assumption of Risk & Liability

At Turtle Freak, we work very hard to provide the best in care for every turtle we work with. We do our best to insure consistent and superior quality and health of every turtle we sell. All turtles sold have a live arrival guarantee as well as a 14 day health guarantee. By making a purchase, you acknowledge and accept the risks of animal ownership. Turtle Freak LLC is not liable for any injuries, damages, losses, or incidents related to animals or products purchased from us, but not limited to bites, scratches, escapes, breeding outcomes, or any indirect or consequential damages. No guarantees are provided regarding temperament, adult size, coloration, patterning, breeding viability, reproductive success, or suitability for any specific purpose unless explicitly stated in writing.

2. Legal Compliance

You are fully responsible for adhering to all applicable federal, state, and local laws regarding the purchase, ownership, transportation, resale, and care of any animal or product. Turtle Freak LLC accepts no responsibility for illegal ownership. You agree to indemnify and protect Turtle Freak LLC and its affiliates from any fines, seizures, claims, or legal actions arising from your purchase or ownership. By agreeing, you confirm that you are at least 18 years and legally eligible to enter into this agreement. Know your state laws as it applies to any turtle prior to purchase.

3. Listings, Photos & Intellectual Property

Images and descriptions are for representation purposes only, unless an animal is explicitly sold as the specific one shown. Animals may differ in appearance, size, color, and behavior. All content on the website, including photos, T-shirt designs, and branding, is the sole intellectual property of Turtle Freak LLC and cannot be used without written consent.

4. Turtle Information

All animals are bred or born in captivity. The sex of each animal is not guaranteed unless it is specifically sold as guaranteed-sexed, depending on age and/or breeding status. It is the buyer's responsibility to thoroughly research the appropriate care and husbandry practices for each turtle being considered.

5. Right to Refuse or Cancel Orders

Turtle Freak LLC retains the exclusive right to refuse, cancel, or invalidate any sale or communication for any reason it deems necessary. This may include, but is not limited to, concerns related to animal welfare, legal compliance, buyer behavior, or the ability to provide proper care.

6. Regulation 21 CFR 1240.62 - "the 4 inch rule"

Turtles with a carapace length of less than 4 inches are available exclusively for scientific, educational, or exhibition purposes. By buying from Turtle Freak LLC, you confirm that your intentions comply with the relevant federal and state guidelines and regulations.

7. Shipping

Turtles are shipped via FedEx Priority Overnight on Mondays, Tuesdays, or Wednesdays. If temperatures are expected to exceed 85 degrees along the shipping route, delivery must be made to the nearest FedEx Ship Center. We will not ship if temperatures fall below 40°F anywhere along the route. Once FedEx indicates a shipment as delivered or available for pickup, the responsibility shifts to the buyer. Delays caused by the carrier, weather conditions, or FedEx errors do not qualify for refunds or replacements. We do not ship turtles the week of Thanksgiving through Cyber Monday, as well as from the second Thursday of December to the first Friday of January.

8. Live Arrival & Health Guarantee

Turtle Freak LLC offers a Live Arrival and 14-Day Guarantee based on the conditions specified below. This guarantee is limited to issues that are evident upon arrival and does not include stress-related adjustments, acclimation problems, or conditions resulting from improper care, environmental influences, handling, or advice from third parties. Delay in responding to a claim submission does not imply acceptance or approval of the claim.

A. Live Arrival
DOA claims must be reported within 4 hours of delivery or pickup availability with clear photos or video in the original box. Shipping costs are non-refundable. Failure to report a DOA within the required timeframe automatically voids this guarantee.

B. Health Guarantee
Any health concern must be reported within 7 calendar days of arrival in order to qualify for a refund, replacement, or credit, at Turtle Freak LLC’s sole discretion. Health concerns reported after 7 days but within 14 days must be accompanied by verifiable proof of a veterinary visit with a licensed exotic or reptile veterinarian. Veterinary documentation must clearly identify the specific animal examined and include a written diagnosis directly related to the reported concern. If proof of a veterinary visit is not provided no refund, replacement, or credit will be provided
After 14 days from the delivery or pickup date, no compensation of any kind will be offered.

C. Required Documentation
For any health-related claim, the customer must provide all of the following:

- Clear pictures and video of the animal(s)
- Clear pictures and video of the enclosure/setup
- Habitat parameters, including basking, ambient, and cool-side temperatures, as well as humidity
- Wattage, output, and age of all UVA, UVB, and heat bulbs used
- Substrate type
- Filtration
- Water change schedule
- Any water conditioners or water treatment products used
- Detailed diet and feeding schedule

Failure to provide any required documentation automatically disqualifies the claim from any refund, replacement, or compensation.

D. This Live Arrival & 14-Day Health Guarantee is null and void if:

1. Shipping conditions or delivery requirements outlined in these Terms & Conditions are not followed
2. The customer is unavailable for the first delivery attempt
3. The shipment is not picked up within 2 hours of availability for pickup at a FedEx Ship Center
4. The shipment is delayed, lost, stolen, forwarded, or mishandled by the carrier
5. The customer fails to follow any recommended acclimation, quarantine, or care guidelines
6. The turtles purchased by the customer are housed outdoors and/or kept with other animals

9. Buyer Agreement

These Terms & Conditions represent the entire and final agreement between the buyer and Turtle Freak LLC. By inquiring about a product or placing an order with Turtle Freak LLC, you confirm that you have read, and accepted the full Terms & Conditions.