Live Arrival Guarantee

At Reptiles Zoo Supply, we strive to offer a wide range of reptiles, frogs, tarantulas, and scorpions that are captive bred. In cases where they are not captive bred, we make every effort to indicate whether they are farm raised (FR) and/or field collected (FC) species; however, we are not responsible for any errors in notation.

We guarantee that all reptiles, amphibians, tarantulas, and scorpions we sell are healthy before shipping to you. Reptiles come with a 3-day health guarantee after arrival, while amphibians, tarantulas, and scorpions are guaranteed to arrive alive. However, these guarantees are void if nighttime temperatures fall below 40°F or daytime temperatures exceed 80°F. Additionally, there are no live arrival or health guarantees for frogs and toads from June through August.

If you encounter any issues, please notify us within 6 hours of delivery in the rare case of a DOA (dead on arrival) and within 72 hours of arrival if claiming under the 3-day health guarantee. For either guarantee, you must provide several digital pictures (from three angles) of the reptile, amphibian, scorpion, or tarantula. All photos must be taken on top of the box with the FedEx Label visible next to the animal. Notification, photos, and claims must be made via text only within 24 hours, 365 days a year. Live arrival guarantee is provided only when a shipment is signed for on the first delivery attempt.

Any guarantees are void if the reptile, amphibian, tarantula, or scorpion is not housed in a proper environment. This includes providing proper heating, lighting, bedding, and accessories. We may ask for a photo of your complete setup if a live animal guarantee claim is made.

Although we use the best standard of packaging, should a DOA occur, we will replace the reptile, frog, tarantula, or scorpion, but shipping costs will be the customer’s responsibility. Animals or insects are not returnable or refundable, and in the event of a live animal claim, replacement or store credit are the only options. We are not responsible for carrier delays by FedEx, USPS, or UPS.

We do not have a cancellation policy once a live animal order is placed, as it is a commitment to purchase. Special non-guaranteed shipping days are Dec 21 & 22, with no animal guarantees provided due to extremely high FedEx volume.

For sexing requests and options, while we make “best efforts” to provide the requested gender, there are no implicit guarantees on this service. Sizing terms are approximate, and there are no guarantees on the actual size of the animal shipped.

Regarding feeder insects, there are no live arrival guarantees for shipments via priority mail. If you require a guarantee, overnight delivery is available for an additional fee.

We’re here to help with your new pet. When you order from Reptile Zoo, you’re getting a healthy, top-quality pet. We’re happy to provide expert advice on care, but if your pet is ill, please consult a local veterinarian specializing in reptiles and exotic creatures.