Frequently Asked Questions (FAQ)

I haven’t received any order confirmation Email. Did you receive my order?

If you haven’t received any order confirmation or order update emails in your email’s “Inbox” please make sure to check your Spam or Junk folder. Unfortunately, even major email providers may think sometimes that our emails are spam/junk.

When will my order be shipped?

Our normal shipping days are Mondays and Tuesday. After your order has been shipped it will arrive in 2-3 days (most of the time in 2 days). You will receive an email notification with a tracking number once your order has been dispatched. Make sure to check your Spam/Junk folder frequently after ordering as notification emails may end up there.

What shipping carrier and service do you use?

We use USPS and ship Priority Mail packages

Do you have a live arrival guarantee?

Although deaths are extremely rare, we do offer a live arrival guarantee so you can shop risk-free and with confidence. Our live arrival guarantee covers all animals/plants, and even shipping costs if there is a total loss. Just send us a picture of the dead animal/plant and we’ll issue a refund or send you replacements.

Do you ship live animals or plants during extremely hot or cold weather?

In the summer we only ship to areas where day time highs are below 95 degrees on the day your package is scheduled to arrive. In the winter we only ship when your nighttime lows are above 32 AND your daytime highs above 45. The animals are shipped in an insulated container and we include a heat pack whenever appropriate. If your weather is too cold or too hot we wait until the next week and check your weather again to see if shipping is possible. We repeat this every week until we see that your temperatures are in the “safe” zone.

But I need my animals ASAP despite bad weather. What to do?

In that case please contact us via the contact form so we can upgrade your shipping to next day delivery for an additional cost.

Can the package sit in a hot mailbox or direct sun outside? How about rain and freezing weather?

Absolutely not! Mailboxes get extremely hot and direct sunlight can heat up the shipping box too, which will kill the animals and plants. Similarly, the box should not be sitting outside in very cold weather. It’s in the best interest of the animals to bring the box in as soon possible. Ideally, someone should be at home to receive the package.