FAQ

Home FAQ

Shipping

Do you ship worldwide?

Yes! And that’s anywhere.

How much is shipping?

We ship overseas and in Australia. For overseas shipping it starts at $4.50AUD (about $3.50 USD) and for with in Australia it starts at $3.95AUD.

When is my order shipped?

Orders will be shipped once payment has been confirmed and your order has been completed and packaged. Orders are posted using Australia Post or by other means at the discretion of Virides Reptile. Orders will be picked and packaged in accordance with quality checks carried out by Virides Reptile. Postage will be made on the Wednesday of each week pending confirmation and completion of payment by Monday, 4pm Melbourne Time. In case of delay the customer will be notified and given an approximate time for the issue to be resolved.

Orders with Name Plates in them will be sent early in the week which follows approximately 5 days from their initial purchase. This is because all orders containing Name Plates need to be collated and processed in batches, typically processed on the weekend. So if you purchase your Name Plate on Monday it won’t be sent until early the following week.

What do the different postage methods mean?

In order to meet the needs of our customers and have more affordable options, we offer these postage  methods:

  • Standard Postage (No cover for loss) is the  cheapest  available method. By choosing this option you are agreeing that if your order is lost in transit, no replacements will be made available to you. You would need to reorder.
  • Standard Postage +Cover for loss (International Only) allows you to have your order replaced should it become lost in transit.
  • Registered Postage/Free Postage (Includes cover for loss) (Australia Only) allows you to have your order replaced should it become lost in transit.
  • Free Postage + Cover for loss (International Only) is an option when you have surpassed the free  postage  offer but would still like to be have your order replaced should it become lost in transit.

My order was undelivered so what do I do now?

If you had chosen “Standard Postage (No cover for loss)” or “Free Postage (No cover for loss) when you made your order, we will not be able to send you out a replacement order. We also will not be able to track or find out where your package is as Australia Post does not provide this on this service. We are not responsible for the actions of Australia Post.

If you had chosen “Standard Postage + Cover for loss” (International), “Registered Post (Includes cover for loss)” (Australia) or “Free Postage + Cover for loss” then your order can be resent at no cost to you. You simply need to contact us and we will assess your problem.

Making Your Order

Why doesn't my debit/credit card work?

Cards have verification built into them to prevent fraud, for example, Verified by Visa or Mastercard SecureCode. Some services online can falsely authenticate this verification in various ways, for example, your shipping information differs to the address information on your card.

We utilise PayPal which is a secure method of processing your information, but since the issue is caused by the verification process from your provider, we are unable to resolve the issue directly.  To fix this problem we suggest you get in contact with your provider to see if they can clear up the issue.

Alternatively, you can always choose “Wire Transfer” from the payment methods so you can pay via your bank. While this is a slower method of payment, you wouldn’t have these kinds of verification processes impeding on your transaction.

Some customers have even tried using their Credit Card instead of their Debit Card which has proved successful for them.

Where can I find the link to my shopping bag?

The shopping bag is located on any product page just to the left of the rating section.

Why can't I order Pro-Props directly through the Virides Reptile website?

Pro-Props are the product of Dr. Shane Simpson from The Reptile Doctor. We manufacture his product and promote it on his behalf. As such we provide links through to his website where the Pro-Props can be purchased along with any other products which exists on his online store.

I can't find my species in the Name Plates section. How can I get the species for my animal?

If you can’t find your animal’s species from our Name Plates range, simply go click the “Add Your Species” in each respective section to add it to your order.

How do I order more than one of the same species with different content?

While the ordering system is not as intuitive as we would like it to be (it is out of our control), there is an easy way to order two of the same species with each containing separate information.

  1. Place your first Name Plate order with the content it requires.
  2. Do not close the page, click back or go to another species.
  3. Change all the order form content to the next animal you want to cover.
  4. Click on the button at the bottom of the order form’s side panel where it says “Add More”.
  5. You have now added two of the same species, each with different content.

Discounts & Coupons

What bulk discount levels do you have?

We have different bulk discount levels that occur when your order’s sub-total reaches the following:

  • Spend over $120AUD to get 5% off
  • Spend over $190AUD to get 10% off
  • Spend over $320AUD to get 15% off

When your sub-total reaches the next level, the new discount is applied to the whole order. For example, this means you do not receive 5% then 10%, rather just 10% overall.

When I use a coupon code it affects my bulk discount, why?

While we do have levels at which different discounts apply, the coupon system overrides the bulk discount system. This however only applies to when the new sub-total based on the coupon code reaches over the bulk discount level. Then the bulk discount applies in conjunction thereafter.

For example, if your sub-total is $130AUD then you would receive the first discount level of 5%. This means you pay $123.50AUD (ex postage). However if you apply a coupon code, for example it gives you 10% off, then it overrides the bulk discount. This means that you now pay $117AUD which is below the $120AUD level. You would need to spend at least $134AUD to be able to get both the coupon code discount and the bulk discount to apply.

General Product Information

I received the Sliding Glass Finger Grips but they are pink. Why?

The product has pre-applied adhesive which has a protective translucent pink liner. Once this liner has been peeled off you will see the product is in fact clear. Just make sure to follow our installation instructions here.

Do Pro-Props damage the mouth of my reptile?

When reptiles feed they can lose teeth, it’s a natural part of their existence. When you use the Pro-Props there is a chance that teeth can be dislodged, however being gentle when using them greatly reduces the chances.

The Pro-Props are actually shaped in such a way that they take advantage of the teeth by allowing the tool to remain in place better. In fact if you manage to place them in well enough, you can let go and they will remain in place for you.

Name Plate Information

What can I customise on my Name Plate?

To satisfy the requirements of everyone and also to ensure that everyone’s order is  sent out in a timely manner, we only offer a select few changes to the Name Plates as part of their customisation.

You are able to affect the following:

  • Pet Name
  • Acquisition Date
  • Hatch/Birth Date
  • Locale (Optional)
  • Genetics (Optional)
  • Venom Type (Optional, venomous reptile species only)
  • Panel Size
  • Panel Material Type
  • Adhesive Type

Why doesn't the Invertebrate Name Plates come with a map?

While some species do a map to reference, not all species do. If map data is unreliable to source it’s unfair to show the map data for some and not others, even within the same animal group, such as Huntsman Spiders.

We will try to have the QR code link to a website which provides the most extra information about that species where possible.

How do I find my species?

While we have structured the library to be as user friendly as we can, you can’t always find your species easily especially since the species library will continue to grow.

So on the website there is a search function where you can search for any part of the common name or Latin name. For example when you search “Naja” it will return our Elapid (International) categories where Naja naja is listed for the Spectacled Cobra.

When it comes to common names, these are chosen based on whatever is mostly referenced on the internet. While some species may have many common names, we can’t list all of them as this can create confusion which will lead to mistakes being made between orders.

If we get an Add Species Order from you, we will assess the popularity of the common name and let you know if this will be changed to better represent it within our library, but we will always contact you directly by email about this.

How accurate are your maps on the Name Plates?

We utilise reference maps which we deem to be the most reliable in which to trace out the distribution ranges suitable for our production method. We always strive to show the entire distribution range of the animal but sometimes this is not possible. Distribution ranges only show the generally accepted range of the animal rather than the actual range of the animal in the wild, so we can only show what we find through our reference images.

Why do you include Hybrids in the species you cover in the Name Plates?

Hybrids are becoming popular in captivity so we have designed Name Plates that specifies the crossed species. So for now we have included these animals in our normal listings  but they will be migrated to their own section once more become available.

How do I scan the QR code on my Name Plate?

A QR code is a type of barcode which anyone with a smart phone can scan. For the Name Plates it will redirect you to a website we have chosen that shows some extra information about that species (at least the best we could find).

To scan the QR code you need to download an app for your smart phone (some come with it already). We recommend using apps like QR Droid for Android or QRafter for iPhone.

Product Use & Installation

How do I install the Sliding Glass Finger Grips?

For detailed instructions please use this guide,  Sliding Glass Finger Grips – Installation Instructions.

How do I use the Pro-Props?

Dr. Shane Simpson from The Reptile Doctor shows you how to use the Pro-Props.

How do I install the Name Plates?

Simply clean the surface (glass, melamine, plastic, painted metal, painted wood) of dirt and grime by using a damp cloth  (no detergent). Peel off the protective liner from the self-adhesive backing or from the Velcro Dots and affix it to the surface.

The Velcro Dots require 15 minutes to attain full hold strength, so refrain from removing the Name Plate until this has occurred.

How do I remove a product which has been adhered on?

It is possible to remove any of our products when required, but care must be taken as typically these items have been adhered to glass.

You want to use a sharp implement like a knife or flat-bladed screwdriver to get beneath the item. Once you are under it you can start to gently pry off the item, being careful not to damage the glass or yourself.

Remember that you don’t need to remove the adhesive with the item at the same time. If residue does remain you can use methylated spirits or turpentine to loosen the adhesive then use a spatula or similar device to remove the bulk of the gum. You can then use a cloth soaked with either chemical to further remove the residue.

If you wish to replace with another product using adhesive, then please ensure that the area has been wiped clean of any residue whether left over by the adhesive or the cleaning chemicals. You can use isopropanol alcohol to help do this.

How do I install a sticker from Signs & Stickers?

STEP 1
Clean surface with water (no detergent) or isopropanol alcohol to remove residue/dust. Also clean hands free of grime/dirt.

STEP 2
Peel off backing from sign and place down one edge to surface, ensuring sign is level. Apply the rest of the sign down from one side to the other (you can also use a credit card to help apply the sign down).

STEP 3
Run your fingers/credit card firmly over the sign to engage the adhesive to the surface.

Adhesive strength increases over the next 48 hours.

Digital Gift Cards

Can I purchase multiple cards?

Yes! You can purchase as many as you want in any combination.

Make sure that you put the relevant optional Recipient Email, To Name and Message for each Digital Gift Card to be purchased.

Can I use my Digital Gift Card multiple times?

Yes! You can use your card several times as the system will deduct the value of your order from the card upon successful purchase of your order.

If your order exceeds the value of the Digital Gift Card, the system will ask for you to pay the remainder owing via additional methods.

Can I purchase within an order for my own products?

Yes!

Do the discount tiers still apply to my order when they include Digital Gift Cards?

Yes! Your order will still have the discounts applied to it should it exceed at least $120 sub-total value. Free shipping will also occur once your order exceeds the minimum $100 sub-total value.

Why haven't I received my Digital Gift Card yet?

Whether you have sent the Digital Gift Card to yourself or emailed it directly to your recipient, the emails can take up to 1 hour to deliver.

Please also make sure to check your Junk Email folder and make sure to set our email to “Not Junk Mail” so that it won’t be delivered incorrectly in the future.

Can I use my Digital Gift Card at an event you are attending?

No, you will not be able to use the card at any of our stalls.

Can I use other coupon codes in addition to using the Digital Gift Card?

Unfortunately we can’t have two coupon codes used as this is a restriction of the core store system back end and as such we can’t allow this functionality. Should the feature be available in the future, we will surely add it but for now the Digital Gift Card can only be used solely as it is a coupon code in itself.

Can I redeem for cash?

No, we do not allow for cash to be redeemed when using Digital Gift Cards.

Do the Digital Gift Cards have an expiry?

Yes, there is a 24 month expiry period following the date of purchase. If you have paid with Wire Transfer (Australia Only) then the Digital Gift Card(s) will be activated and emailed out once the Paid status on the order has been updated in our online store system, which will notify you by email.

What happens when my Digital Gift Card expires?

You will not be able to use the Digital Gift Card coupon code and it will not be recognised as a valid code. Any money left on the card can’t be redeemed before, on or after expiry.

Can I use my Digital Gift Card to purchase Pro-Props?

No. The Pro-Props are shown on this website as a gateway to our client’s online store where you can purchase this product. Our Digital Gift Cards will not work on their website.

Our Policies

What is your return policy?

Virides Reptile does not accept responsibility for the condition of products upon arrival to the customer during transit by Australia Post or other parties. In case of product damage, the customer is to notify Virides Reptile and post back any damaged products at the customer’s expense to Virides Reptile. Virides Reptile will then undertake steps to resolve the issue at its discretion.

What is your other legal information?

TERMS OF USE

Virides.com.au want each visitor to the Site (“you”) to have a safe, pleasurable visit, so we have established the following terms and conditions so that we both know what to expect from each other. By using the Site you agree to be bound by the terms following. Please read them carefully. Your usage of the Site indicates your acceptance of these terms and conditions. Your placement of an order also indicates your acceptance of these terms and conditions.

COPYRIGHT NOTICE

This site is owned and operated by Virides.com.au. Unless otherwise specified, all material appearing on this site, including the text, site design, logos, graphics, icons and images, photographs, graphics, typefaces and other material (collectively “Content”) as well as the selection, assembly and arrangement thereof is subject to applicable copyright laws. Copyright © 2016, ALL RIGHTS RESERVED. All audio and video clips are the sole property of Virides.com.au or their respective content providers. All software used on the site is the sole property of Virides.com.au or those supplying the software. You acknowledge that the Site contains Content, video clips and software that are protected by copyrights, trademarks, or other intellectual property rights, and that these rights are valid and maybe protected in all forms, media and technologies which exist now or are developed in the future. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without Virides.com.au’s prior written permission. All rights not expressly granted herein are reserved. Any unauthorised use of the materials appearing on this site may violate copyright, trade mark and other applicable laws and could result in criminal or civil penalties.

YOUR ACCOUNT OBLIGATIONS

In consideration of your use of the Site, you agree to:

  1. provide true, accurate, current and complete information about yourself as prompted by the shipping form and
  2. maintain and promptly update the Registration Information to keep it true, accurate, current and complete.

If you provide any information that is untrue, inaccurate, not current or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, we may suspend or terminate your registration and refuse any and all current and future use of the Site.

You are responsible for maintaining the confidentiality of your password and registration and are fully responsible for all activities that occur under your password and registration. You agree to immediately notify us of any unauthorized use of your password or account or any other breach of security. Virides.com.au considers this Registration Information private. The information is kept on a secure server to protect it from outside parties. We use the information only for the limited purposes of processing your orders, for statistical purposes to improve our site and services to you, to administer our site, and to notify you of products or special offers that may be of interest to you.

ORDER ACCEPTANCE POLICY

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Virides.com.au reserves the right at any time after receipt of your order to accept or decline your order for any reason. Virides.com.au reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. We may require additional verifications or information before accepting any order.

YOUR CONDUCT

You agree not to reproduce, duplicate, copy, sell, resell or exploit for any commercial purposes, any portion of the Site, use of the Site, or access to the Site. You agree not to access the Site by any means other than through the interface that is provided by us for use in accessing the Site.

OUR RIGHTS

Virides.com.au may elect to electronically monitor areas of the Site and may disclose any Content, records, or electronic communication of any kind (i) to satisfy any law, regulation, or government request; (ii) if such disclosure is necessary or appropriate to operate the Site; or (iii) to protect our rights or property or the rights of the users, our directors, employees, representatives, sponsors, third party providers or licensors. We are not responsible for screening, policing, editing, or monitoring such Content.

Virides.com.au may terminate your access, or suspend your access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law or is harmful to the interests of another user, a third-party Provider, Merchant, Sponsor, Licensor, service provider, or us.

APPLICABLE LAW

As far as legally possible this Agreement, its terms and conditions and the Use of this Site shall be governed by the laws in existence from time to time in Australia. Any claim relating to the Site, the services provided through the Site or the Content shall be governed by the internal laws of the state of Queensland and you agree to submit to having the matter dealt with in a court in Brisbane in the state of Queensland, Australia.

TERMINATION

These terms are effective even if this Agreement is terminated by either party. Subject to applicable law, we reserve the right to suspend or deny, in our sole discretion, your access to all or any portion of the Site with or without notice. You agree that any termination of your access to the Site may be effected without prior notice, and acknowledge and agree that we may immediately deactivate or delete your registration and all related information and files under your registration and bar any further access to such files or the Site. Further, you agree that we shall not be liable to you or any third-party for any termination of your access to the Site.

GENERAL INFORMATION

These Terms of Use constitute the entire Agreement between Virides.com.au and you and govern the use of the Site. You may also be subject to additional terms and conditions that may apply when you use affiliate services, third-party content or third-party software. Our failure to exercise or enforce any right or provision of the Terms of Use shall not constitute a waiver of such right or provision. If any provision of the Terms of Use is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the Terms of Use remain in full force and effect.

What is your Name Plate policy?

When you put in the information required for your Name Plate, you are required to check two statements. One to confirm that the information provided is correct and the other to confirm that there are no returns or refunds on incorrect information provided by you.

However if the information provided on the Name Plate is in error by Virides Reptile, we will replace your product with the correct information. If this occurs, please contact us with your order details and we will validate your request and process the amendment.