RETURNS & REFUNDS

WARRANTY: 

 We offer a couple different warranty types depending on how your enclosure(s) were purchased and constructed.

  A: If your enclosure was built in house (at the Cryptic Creations workshop) and shipped to you fully assembled you have a full 1 year "normal use" warranty. This includes but is not limited to warping/sagging, cracking around screw inlets, failure of installed ceramic fixtures, track failure, total enclosure failure, etc. If any of these occur under normal operating conditions* you (the customer) are entitled to a refund or replacement of failed part(s) with proof of manufacturer defect.

 B: If your enclosure was shipped to you flat packed and you've elected to build your enclosure(s) yourself with the assistance of a Cryptic Creations employee via video chat or over the phone you have a partial 6 month "normal use" warranty. This includes but is not limited to warping/sagging, cracking around screw inlets, failure of installed ceramic fixtures, track failure, total enclosure failure, etc. If any of these occur under normal operating conditions* you (the customer) are entitled to a refund or replacement of failed part(s) with proof of manufacturer defect.

 C: If your enclosure was shipped to you flat packed and you've elected to build your enclosure(s) yourself without he assistance of a Cryptic Creations employee via video chat or over the phone you have a segmented 90 day "normal use" warranty. This includes but is not limited to warping/sagging, cracking around screw inlets, failure of installed ceramic fixtures, track failure, total enclosure failure, etc. If any of these occur under normal operating conditions* you (the customer) are entitled to a refund or replacement of failed part(s) with proof of manufacturer defect.

 *Normal use assumes all equipment is operating with proper calibration in proper operating conditions.

 Cryptic Creations LLC is in no way responsible for failure or damage caused by faulty thermostats, heating elements, or fixtures installed by you, the customer after receiving your order.

 RETURNS:

  Due to the custom nature of our enclosures we do not currently offer returns on enclosure orders unless your order was built to the incorrect specifications (measurements, add-ons, etc.). If you receive your order and it is incorrect you must contact us immediately with proof of error, and for the next steps to take in the return process so we can fix the product if needed. 

 Once your return is received, it will be inspected and the errors will be confirmed and documented. You will be notified that we received the returned item(s), and that we inspected the item(s). Then you will be offered the opportunity for an exchange for the correct item. 

 You (the customer) are responsible for all shipping charges incurred from returning your order to us. 

 REFUNDS:

 We are unable to offer refunds on items due to the materials being purchased upfront. (if we made the mistake, we will make it right) Cryptic Creations LLC reserves the right to solely determine whether or not a partial refund will be issued. Refunds will also not be issued once order is placed due to sell of animals, moving, or any other circumstances beyond the control of Cryptic Creations LLC  Once an order is placed and received in our system we order all materials and add ons immediately to ensure lead times can be met. If you do have a concern with your order (size, add ons, etc.) that need to be adjusted please contact us and we will be more than happy to help adjust invoice as needed. 

All orders are given a 30 day grace period from completion date to schedule shipping/pick up. After the initial 30 days, storage fees will begin to be charged on a daily basis (charge varies upon order size). After those 60 days all items will be considered abandoned WITHOUT REFUND, unless proper communication from the client is made to try and help accommodate 

 

 If you are not satisfied with your order upon receiving it, please give our office a call immediately at (719)-934-3307