Any deposits made to hold a specific animal are non-refundable but transferable to any other available animal.SHIPPING & HANDLING
For live arrival guarantee on animal orders, you must pick up at a FedEx Ship Center. We do this for the safety of the animal, so it can be kept in a temperature-controlled environment until pick up. If you cannot find your nearest ship center, we will locate one for you. Under the "comments section" please provide preferred date of arrival for your order. After your order is processed you will be sent a confirmation email with details about your order. Once the package is shipped, you will receive a tracking number. We ship animals year-round Mondays through Thursdays, depending on weather. With the exception of amphibians and invertebrates, in which case temperatures must be above 30° at night.
All animals are shipped in Styrofoam insulated boxes. We will add 40-hour heat packs and if needed Cryo Packs dependent on weather and the specific animal's needs. We are a certified animal shipper with FedEx. We ship all animals priority overnight. For packages under six pounds shipping is flat rate $65.00 shipping fee also includes packaging materials. For any larger adult animal such as Iguanas, Snakes, Tortoises, Monitors, and Tegus additional shipping fees will apply.
Upon receiving the package, if the animal is D.O.A (Dead On Arrival) you must contact us by phone or email within 2-3 hours of arrival to your home or our guarantee is void. If receiving an animal during the winter months, please allow the animal time to acclimate at room temperature for at least 1-2 hours after arrival. When reptiles and invertebrates get too cool, they may be sluggish or even appear to be dead. Do not put animals under direct heat as this could shock their body. Once they have acclimated to room temperature you may place them into their enclosure.
If your animal is indeed D.O.A. and you cannot reach us by phone, please send us an email via your order confirmation email. We will ask you for proof of death by either sending us pictures of the animal and/or you will be given a return label to have the package sent back to us. Once it is confirmed that it is in fact the animal we sent you, we will either send you a replacement or store credit for your order. There are no cash refunds.
Depending on situation, shipping charge is non-refundable. Store credit will be the purchase price of the animal and only the animal.
We do not ship Iguanas, Tegus, or Burmese Pythons to Florida
If you receive a broken or defective product or a fulfillment error, we can replace the item. Damaged items or mis-shipped items must be reported as soon as you receive the product and returned within 7 days of delivery (overseas customers have 14 days due to customs). After contacting us, we will send you a shipping return label to send the product back to us. After we receive the product back, we will send you out a replacement right away.