Frequently Asked Questions.
01. The order
How do I know my order has been received?
As soon as you place your order, you’ll receive a confirmation email with your item details, order number, and estimated shipping date. That date will always match what you saw at checkout — it never changes between the two.
Can I cancel or change my order after placing it?
Yes, as long as it hasn’t shipped yet. Contact our customer service team and we’ll cancel or adjust it for you. If you’ve already paid, your refund will land back in your account within 2 business days. Once an order has shipped, it can no longer be cancelled or changed.
Will I get the exact reptile shown in the photo?
For listings with individual photos, yes — that specific animal is the one you’ll receive. Where a listing uses a representative photo, you’ll receive a healthy animal of the same species, sex, and age range shown.
02. Shipment
When will my reptile ship?
Every listing shows an estimated shipping date at checkout, and that date is confirmed again on your order confirmation. Live animals ship separately from any supplies or dry goods in the same order.
How are reptiles shipped safely?
All animals travel overnight in insulated, ventilated boxes with heat or cold packs added as the season requires, packed by experienced handlers to keep stress and temperature swings to a minimum.
What happens if the weather isn’t safe for shipping?
Your animal’s safety comes first. If temperatures along the route are forecast too hot or too cold, we’ll hold the shipment and reach out to reschedule for the next safe window — at no extra cost to you.
Payment & Invoices
What payment methods do you accept?
We accept Chime, Apple Pay, Wire & Bank Transfer. Please choose the payment option that is suitable for you at checkout.
When is my card charged?
Your payment is processed when the order is placed, not on the day of shipment.
Can I pay in installments?
Yes, through bank transfer or Chime, available at checkout. Terms & Conditions apply
04. Returns, exchanges and complaints
Can I return a reptile?
Because we’re dealing with living animals, we don’t accept returns for change of mind. Every animal is covered by our live arrival and health guarantee, though — if your reptile arrives unwell or doesn’t match its listing, we’ll make it right.
What if my animal arrives sick or injured?
Contact us within 6 hours of delivery with clear photos and a short description of the issue. Our team will review it and arrange a replacement or refund.
Can I exchange one reptile for another?
Once an animal has arrived safely and settled in, we’re unable to offer exchanges — re-shipping live animals adds unnecessary stress for them. If you have concerns before your order ships, contact us and we’ll help you choose the right fit.