Refund policy

Return & Refund Policy

At Rack Theory, our PVC reptile racks and enrichment habitats are custom built to order. Because of the custom nature of our products, all sales are final.

We do not accept returns, exchanges, cancellations, or refunds on any rack, habitat, custom order, deposit, or purchase once the order has been placed.

Custom Built Products

All Rack Theory products are built specifically for each order. For this reason:

  • All purchases are final

  • All deposits are nonrefundable

  • Orders cannot be canceled once placed

  • Returns and exchanges are not accepted

  • Refunds are not offered for custom built items

By placing an order with Rack Theory, you acknowledge and agree that your order is custom built and nonrefundable.

Shipping Damage

All Rack Theory rack and enclosure orders are insured for the full purchase price and are guaranteed to arrive in good condition.

If your order arrives damaged, you must contact us immediately after delivery.

To begin a damage claim, you are required to:

  • Email us right away

  • Provide clear photos of the damaged product or parts

  • Provide photos of the shipping box and all packaging

  • Keep all original packaging materials

  • Keep all damaged parts until the claim is resolved

The shipping carrier may require photos, packaging, damaged parts, or additional information in order to process a damage claim. If you discard the packaging, throw away damaged parts, fail to provide photos, or do not contact us promptly, Rack Theory may be unable to file a damage claim on your behalf.

If the required documentation is not provided, the customer will be responsible for the cost of any replacement parts.

Refunds, replacements, or replacement parts for damaged shipments will be handled at Rack Theory’s discretion.

Missing or Incorrect Parts

If you believe your order is missing parts or you received an incorrect item, please contact us as soon as possible after delivery. Include your order number, photos of what you received, and a description of the issue so we can review your order.

Replacement parts, if approved, will be sent at Rack Theory’s discretion.

Build Time

Rack Theory PVC reptile racks and enrichment habitats are custom built to order.

Current estimated build time is approximately 1 week before shipping, unless otherwise stated on the product page or at the time of order.

You will receive an email notification with tracking information once your order ships.

Build times are estimates and may vary due to order volume, material availability, carrier delays, holidays, or other circumstances outside of our control.

Final Sale Acknowledgment

By placing an order with Rack Theory, you confirm that you have read and agree to this Return & Refund Policy.

You understand that all Rack Theory products are custom built to order, all sales are final, and returns, exchanges, cancellations, refunds, and nonrefundable deposits are not accepted.