Shipping Policies/Terms & Conditions
Terms of Service: PLEASE READ BEFORE PURCHASING
Any and all purchases are an agreement to our entire Terms of Service.
Live Arrival Guarantee (LAG) Policy: Live arrival is guaranteed on all FedEx Priority Overnight and UPS Next Day Air shipments unless there is an error or delay by fault of the carrier or in the rare event of any “acts of God” (e.g. natural disasters) that would result in delays, mishandling, or damage to the package. Any residential deliveries not immediately received from the carrier (e.g. left sitting outside) or otherwise not received upon on the first delivery attempt are not eligible for our LAG. For residential deliveries our LAG is only valid when daytime highs are above 38F or below 90F. We strongly advise having packages held for pickup at your nearest FedEx hub location as this can greatly reduce the risk of potential shipping and handling complications. If you would like your package held at a FedEx hub for pick up you MUST request this in the order notes at checkout. We DO NOT currently offer this option for UPS Next Day Air shipments. At FedEx hubs the packages are held indoors and are much less likely to experience delays or mishandling, the packages typically arrive at the hubs early in the morning and can be picked up at anytime during their normal operating hours with a valid government ID. Any address or shipment information changes made during transit on behalf of the customer void our LAG. In the rare event that an animal(s) is dead on arrival (DOA) clear pictures of the dead animal(s) in its original shipping container are required within an hour of delivery or the LAG is null and void.
- We currently utilize flat-rate shipping by region to bring our customers the best rates, however large or oversized shipments may incur additional charges which the customer will be responsible for. If this is the case with your order we will send a separate invoice for these charges before your order ships.
- Due to some unfortunate scams that have gone around the hobby, any DOA invertebrates will now require a clear photo with a pin stuck through the body within an hour of delivery to be eligible for a refund or credit. Snails, shrimp, and crabs are exempt from this requirement.
- For any fish that arrive DOA a picture of the dead fish in the original unopened bag must be sent to us within one hour of arrival.
- Refunds and credits are offered for the cost of the animal(s) only. Shipping costs are always nonrefundable.
Two-day Shipping Options:
- FedEx 2Day shipping is available on most invertebrates with no LAG.
- Reptiles and amphibians ship via overnight methods ONLY. If a customer tries to select FedEx 2Day at checkout with any reptiles or amphibians in the cart their order will be refunded and subject to a 15% cancellation/restocking fee.
- Some fish and other aquatics may be eligible for UPS Second Day Air. We DO NOT currently offer this option through the website for fish so please contact us directly if this shipping option interests you.
Dry Goods:
- Dry goods can ship either UPS or USPS.
- Dry goods will ship separate from live animal orders.
Shipping Schedule: Live animal shipments are only shipped out on Tuesdays OR Wednesdays. Sometimes we will ship on both Tuesday and Wednesday during a week if our schedule allows. Live animal orders must be placed before 3pm ET (Eastern Time) on Monday to ship on Tuesday or Wednesday of that week. Any orders placed after Monday at 3pm ET will ship on Tuesday or Wednesday of following week. If necessary we will hold shipments if there are hazardous shipping conditions such as extreme weather, certain holidays, or if we get notified of any other issues in the FedEx or UPS systems that may result in potential delays or risks. Dry goods can ship Monday-Friday however the exact day they will ship is dependent on our schedule, we try to ship all dry goods orders within 1-3 business days of order confirmation. Customers will be updated with a tracking number when their order ships.
Additional Shipping Information:
- U.S. sales only. We ship to all 48 states in the continental United States as well as a few major cities in Alaska. We cannot ship live animals to Hawaii, any U.S. territories, or anywhere outside of the United States.
- All live animals are shipped in insulated boxes that are appropriately marked as live animal shipments.
- We always check the weather at the receiving location of each live animal order before shipping and pack with heat packs, cool packs, and phase change packs as necessary at no extra charge.
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Order Cancellations: Order cancellations create a lot of extra work on our end and for this reason are subject to a 15% cancellation/restocking fee. We will not charge this fee if an order cancellation must be made to due to an error(s) on our end.
Returns: We do not accept returns, however we are always willing to try and work something out with an unsatisfied customer.
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Order Minimums: Live animals have an order minimum of $30 not including shipping and taxes. Dry goods have a minimum order of $10 not including shipping and taxes. Any orders that do not meet these minimums will be refunded and are subject to our 15% cancellation/restocking fee.
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Additional Terms & Conditions:
- All sales are subject to Pennsylvania's 6% Sales Tax, as well as local taxes if applicable, on the order total including shipping.
- No live animal sales to any persons under 18 years of age. All customers acknowledge that they are at least 18 years old at the time of any live animal purchase or have the permission of a parent or legal guardian.
- All sizes and/or ages of animals are approximate unless otherwise specified.
- All pictures we use are our own unless otherwise specified. Pictures are representative of the available animal(s), but do not necessarily represent the exact animal you will receive unless otherwise specified.
- Prices and quantities are subject to change at any time without notice.
- All turtles and tortoises sold under 4” are for scientific, educational, and export purposes only!
- We are NOT responsible for any injuries, envenomation, illness, or bodily harm caused by negligent handling practices or otherwise when working with our animals. It is YOUR responsibility to understand what animals you are purchasing.
- It is YOUR responsibility to know your local, state, and federal laws and regulations pertaining to any animals you order. We will NOT knowingly sell animals to anyone who cannot legally own them or ship them anywhere they cannot be legally owned. Customers assume all legal responsibilities for any animal(s) purchased from us. Any orders that we have to cancel due to being in violation of any laws will be refunded and are subject to our 15% cancellation/restocking fee.
- We hold the right to refuse sale to any person(s) or organization for any reason.