Shipping & Return Policies
Thank you for visiting Red Iguana! This page details the terms and conditions of our shipping, return, exchanges, and refund policies.*
If you would like to make a return or have a shipping question, take a look at our policies below. We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at help@red-iguana.com.
Shipping Policy
All Silicone Practice Hands are created individually for each order. Production time 5-10 business days. We do not ship partially. All items are processed and shipped on the same day in same parcel. Orders are not processed on weekends or holidays
All orders without silicone hands are processed and shipped on the same or the next business day. Orders are not processed on weekends or holidays (to include any Nevada state holidays).
Order processing times may be delayed by a few days during holidays, launches, sales, or other times when we’re experiencing a high volume of orders.
Please allow additional days in transit for delivery. If your order’s shipment is delayed significantly, please contact us via email at help@red-iguana.com.
Shipping rates for your order will be calculated and displayed at checkout.
All orders over $200 qualify for free United States domestic shipping.
We ship to US Territories and APO/FPO/DPO addresses.
Additional International Shipping Policies
Your order may be subject to import taxes, duties, and/or VAT (Value Added Tax) when it reaches the destination country. All fees imposed are the responsibility of the customer. Red Iguana LLC is NOT responsible for these charges. Due to the complexity of international laws and taxes, these taxes are not included in the international shipping fee. We are required by law to disclose the full value of the package contents and cannot alter the value.
If an order is refused or undelivered due to an incorrect/incomplete address, you are responsible for the original shipping expenses, reshipment expenses, as well as any additional duties, fees, customs, or taxes incurred in shipping. Orders will NOT be refunded due to unwanted additional fees. Please be sure to check with your local shipping courier office for fees information before placing an order.
PLEASE READ:
|PRE-ORDER TERMS AND CONDITIONS|
Thank you for pre-ordering your Red Iguana practice hand. We are offering this option to our customers so that you are able to purchase a practice hand without waiting for restock days!
1. Pre-ordered hands will ship within 1-14 business days from the order date. This is our production time for all practice hands. (Please note that production may take a few days longer if there is a high volume of orders for the same hand type).
2. You will know your order is fulfilled when tracking information is sent for the order. You will receive tracking info as soon as your hand is in stock and ready for shipping. If you have not received this email, then your order is still awaiting fulfillment.
3. If you place a an order for a pre-ordered hand, along with items that are currently in stock. Your order will ship when the FULL ORDER is fulfilled and ready to ship. Please contact us if you ordered separate items that need to be shipped immediately. Our customer service team will assist you.
4. CHARGEBACKS/ DISPUTES: These terms and conditions for our pre-ordered items are included in our policies and these terms are accepted by all customers at checkout after they have been read. For any chargebacks or disputes made for order delays due to pre-ordering time frames, will be presented to all parties involved in any claims filed against us. It is the responsibility of the customer to read the terms and conditions provided and agreed upon when ordering from our website or any company where a purchase or agreement is made.
Order & Shipment Confirmation
After you’ve placed an order, you will receive an order confirmation email. At this stage, please allow time for order processing (1-2 business days).
You will then receive a shipment confirmation email notification once your order has shipped (within 1-2 business days). The shipping confirmation email will contain your order tracking number. Please allow 24-48 business hours for this tracking number to become active.
Once an order is processed, these are the estimated shipping time frames as provided by our shipping carriers.
Estimated Domestic Shipping:
Free Shipping USPS or UPS: 2-7 business days
UPS Ground Shipping: 2-7 business days
USPS Ground Advantage: 2-7 business days
USPS Priority Mail: 1-5 business days
USPS Med Flat Rate: 1-5 business days
USPS Large Flat Rate: 1-5 business days
Estimated International Shipping:
USPS First Class International: 7-31 business days
USPS Priority Mail International: 6-10 business days
UPS Standard: 2-7 business days
UPS Worldwide Saver: 2-5 business days
UPS Expedited: 2-4 business days
Orders are shipped from Las Vegas, Nevada, and order shipping times may vary by location based on shipping origin. Red Iguana only uses USPS and UPS for shipment. If you have any further questions or concerns about our shipping carriers, visit their websites here: USPS and UPS.
Insurance
We are proud to offer Route Package Protection as an option for your order! Route provides protection for shipments that are lost, broken, or stolen, giving you peace of mind. Route is automatically added to your cart to enable this protection. If you do not wish to have Route, you can remove it from your cart. However, by choosing to remove Route, you agree that Red Iguana is not responsible for any lost or damaged packages, and it will be your responsibility to manage any issues that may arise.
Damages
If your order arrives damaged in any way or an item is missing, please email us within 48 hours from the delivery date at help@red-iguana.com. Please include your order number, details of the damage, and a photo of the damages.
Damage replacement claims can be done at our Return Portal here
We address damages on a case-by-case basis and will do our best to work towards a satisfactory solution.
Please save all packaging materials and damaged goods, as they may be needed to complete your case.
If you have Route Package Protection please file a claim at claims.route.com.
Return & Exchange Policy
Returns/exchanges can be done at our Return Portal here.
Returns must be postmarked: within 15 days of delivery for a refund and within 30 days for a Store Credit or Exchange.
We do not accept returns or exchanges on OPENED cosmetic products and/or tools.
**PLEASE NOTE: ALL CLEARANCE ITEMS AND REFURBISHED/DEFECTIVE HANDS ARE FINAL SALE. These items cannot be returned or exchanged for any reason
All silicone practice hand returns are subject to a 20% restocking fee.
The restocking fee will not be applied to return orders due to an error on our behalf.
If you are in need of exchanging a non-defective item(s), the restocking fee will be waived and you will need to provide the shipping cost of the item(s) being returned and the new shipping cost for the exchange.
If you wish to return your item, we must receive your request within 15 days of the date you received your item.
If you wish to exchange your item, we must receive your request within 30 days of the date you received your item.
We’ll accept return requests for items that are unopened, unused, in the same condition it was received. The product(s) must be in its original packaging. You are responsible for paying the return shipping costs. Original shipping paid is non-refundable.
There are certain situations where only partial refunds are granted:
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Product with obvious signs of use.
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Any item not in its original condition (damaged or missing items for reasons not on our behalf).
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Any item that is returned more than 30 days after delivery day.
If you are shipping item(s) over $50, consider purchasing a trackable shipping service or shipping insurance to ensure it arrives. We cannot guarantee that we’ll receive your item.
Refunds
Once we receive your returned item, our team will review your request and inspect the item(s). We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.
If approved, the money will be refunded to your original method of payment typically within 3-5 business days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank/card statement.
If you have yet to receive a refund and have already checked in with your bank/card statement and have contacted your bank/credit card company/PayPal, please contact us at help@red-iguana.com.
Store Credit
Once we receive your returned item, our team will review your request and inspect the item(s). We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.
If approved, the store credit will be applied to your Red Iguana store account, typically within 3-5 business days.
If you have yet to receive a store credit, please contact us at help@red-iguana.com.
Exchange
Once we receive your returned item, our team will review your request and inspect the item(s). We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.
If approved, exchange will be processed within 3-5 business days for cosmetic products and tools, 10-14 business days for silicone hands and fingers.
If you have yet to receive an exchange, please contact us at help@red-iguana.com.
*DISCLAIMER: Once a package leaves our warehouse it becomes the property of the shipping company (USPS/UPS). Red Iguana LLC is NOT responsible or held liable for any shipping issues along the way such as delivery delays, missing or damaged packages. We do NOT have any control over the carriers nor do we have any special privileges, information, or "ins". Please understand, we are not able to provide any more information other than what is already provided by your tracking information, nor are we able to control, manage or change how packages are handled by the carrier after pickup from our warehouse, during transit, or delivery. In the event you are unable to locate your delivery or have any other issues related to your shipment please contact the carrier first as they are better able to assist you. If you have Route Package Protection purchased with your order please file a claim at claims.route.com. If you received a product that is damaged upon arrival, please follow the instructions provided in the “Damages” section of our shipping policies page.
Digital products refunds
Due to nature of digital products Red Iguana store does not offer refunds for digital products. Once a digital product is purchased and downloaded, it cannot be returned or refunded. Please ensure that you carefully review the product details before making a purchase. If you encounter any issues with your digital purchase, please contact our customer support team for assistance at academy@red-iguana.com.
