Live Arrival Guarantee plus a seven day extended guarantee!

All orders of reptiles, amphibians, and invertebrates are covered by our seven-day, unconditional live arrival guarantee (details below). Even with the huge changes in temperature that occur between summer and winter, DOA (Dead On Arrival) animals are quite uncommon.

Less than 1.4% of our animals arrive dead on arrival, a remarkable number owing to both the robust health of our animals and our meticulous box packing skills. We are one of the few businesses that can provide the safe delivery of amphibians.

Each and every live reptile, amphibian, and invertebrate item shipped from is accompanied by a seven-day extended warranty, providing you a full week of protection. We’ll explain our promise — and the conditions under which it doesn’t apply — in full below.

Less than 2% of our animals arrive DOA, but you should still be familiar with our policies just in case (this is why, at checkout, you must acknowledge having read this page in its entirety). We now have your electronic signature. Ignoring the guarantee’s terms is not an acceptable justification, and it does not render these guidelines null and void. Please send us an email with a high-quality photo of the dead reptile, amphibian, or invertebrate superimposed on the reversed mailing label. It’s possible that further photos may be needed for verification purposes. Send both images to the email address listed in the site footer no later than eight hours after your arrival.

If an animal dies during transport or within seven days of delivery, the Live Arrival Promise will still apply. In both cases, an image of the animal superimposed on the shipping label will be enough to initiate a claim.

Upon approval of your claim, you have a couple options.

First, we can mail you a replacement pet at discounted shipping rates of $29.99, but you’ll have to cover the cost of the delivery yourself. We will issue a full refund (less shipping charges) via the original payment method used in the event that the replacement animal turns out to be dead on arrival. Don’t forget that we’re cooperative and sensible people. Each circumstance is one of a kind.

The alternative is to receive a full refund minus the cost of delivery ($49.99) if the animal arrives dead on arrival.

If we treated our consumers like faceless numbers in a spreadsheet, we would never have built the kind of reputation necessary to sell reptiles, amphibians, and invertebrates. We place a premium on your contentment. We have the fastest customer service response times in the reptile business. Our animals may be found at some of the most illustrious educational institutions in the country. So, you can rely on us as your go-to reptile resource.

Species Photos

The images we use on our site are generic representations of the species; you will not receive the precise specimen pictured. The fact that your reptile, amphibian, or invertebrate didn’t appear exactly like the one on the internet is not an acceptable justification for a return or refund.

COVID-19 Effects

FedEx and UPS have both declared that they may temporarily waive signature requirements for packages as part of necessary Coronavirus control measures. Thus, keep an eye out for your shipment because of this! (most arrive by 10:30am local time). The warranty will not apply if we are not notified of a DOA within three hours of delivery (through e-mail or phone).

Nullifying Factors

1.) The live arrival guarantee and the extended guarantee are null and invalid for any reptiles, amphibians, invertebrates, and feeders if the temperature at the delivery zip code falls below 40F or rises over 90F. But, our DOA rate is still an impressive 1.8%, and that’s including Winter shipments. Please check average temperatures in your area before placing an order if the shipment is going to include any live animals.

2.) The live arrival guarantee will be voided if you or a designated recipient are not there when the delivery is made (often in the morning). Pick up the animal(s) within four hours of their arrival at the carrier’s facility if that was the arrangement made beforehand.

3.) Invalid delivery addresses during checkout will render the live arrival guarantee null and invalid.

4.) The live arrival guarantee is null and void if you do not contact us with images of the DOA and the shipping label within three hours of delivery or pick-up.

5.) We cannot be held liable for shipping delays caused by carriers like FedEx and UPS, which have been commonplace during the COVID pandemic owing to a lack of personnel. The cost of shipping is not refundable. The reptile business generally adheres to this guideline.

While placing an order through our website, you will be given the option to accept our live arrival assurance by clicking the “Yes” button. It has binding legal effect. We will have a record of your electronic signature indicating your acceptance of the guarantee conditions. Customers who violate these rules by initiating illegal chargebacks or disputes will be reported to a collection agency.

Please Note

FedEx and UPS both have tracking systems that reveal who signed for packages and when they arrived. Our couriers must always obtain a signature before leaving a delivery.

Once your claim is validated, you will get a full refund if your order is missing any component.

Please feel free to contact us if you have any questions at all.