Ordering Information

When you place an order online, we immediately go into motion on the back end processing your order. Our goal is to get your order to you in the fastest amount of time possible.

Questions about our Live Arrival Guarantee? Other Frequently Asked Questions?

Here is what you can expect:

Order Confirmation Email

You can expect to receive an email confirmation of your order. This means we have received your order and contains information about your payment method and any other details of your order. The email is also our "Thank You" for your order. If you do not receive this confirmation email, there are two possibly reasons. First, check your spam folder. Some spam programs will pick out anything to dump into the spam folder. Second, you may have typed in your email address incorrectly. Send us an email and let us know you didn't get your order confirmation email. We'll get it sent back out to you.

Order Processing - Next Day Turnaround

You can expect that your package will go out on the business day following the day you placed your order. We pride ourselves on having some of the fastest order processing times in the industry. We ship animals Monday through Friday, unlike other online pet stores. This means anything ordered on any day except Saturday will likely go out the door the following day. For example, if you placed your order on Tuesday night at 11 PM, we will ship it on Wednesday for arrival at your door on Thursday.

Shipping & Delivery Email

You can expect to receive an email advising you when to be available to receive your package. This is usually 2 days after you place your order. You will need to be available in the morning to receive your package.

There are circumstances where we will have sent you an email notice of the shipping date and then had to send out another email notice that your shipment has been delayed a day or that we are out of stock on an animal in your order. Here are some of the reasons:

• We've decided that the shipping temperatures are outside of what we determine to be safe to the animals
• We are out of stock. This usually happens because there were order(s) placed the same day as yours for that animal. In this case, we make the shipments in the order we received them from our website.
• We can also be out of stock from inaccurate animal counts, the death or illness of some of the animals, etc.

We will work with you if you would like to select a substitute for any out-of-stock animals. There are also no problems on our end with issuing full and partial refunds for out-of-stock animals. Unfortunately, this is part of the live animal business. We do not have the luxury of stocking a warehouse full of products and waiting for the orders to come in. We make use of a just-in-time system to ensure the best quality animals. We get the animals just in time to deliver them to the customers.

Package Tracking Number Email Notice

The evening of your shipment day, you can expect to receive an email with a tracking number from us. This email should arrive sometime between 4 PM and 8 PM. If you do not get an email by 8 PM, please email us. Sometimes, these emails get blocked by spam filters.

Delivery

You can expect your package to be delivered in the morning. Most of the orders are delivered before 11 AM but some (very few) are delivered later in the afternoon depending on your location.

Your Animal(s)

You can expect healthy, happy and beautiful animals package with loving care by experts in the industry. Please inspect your animal(s) for anything wrong and follow the live arrival guarantee policy to begin a claim should there be anything wrong. Even if you are going to take a "wait-and-see" approach, we need to receive an email (and possibly pictures) so that we can put the warranty into effect for you.

Follow Up Email

You can expect us to follow up in a few days asking how your animal(s) are doing. We may also politely ask you to fill out a brief survey online so we know how we are doing. There is no obligation to do so.  We just try to use the information to reward good performance and keep everyone on their toes as we constantly aim for the highest levels of satisfaction.