Shipping policy

Shipping Policy

Shipping live animals requires extreme care from both us and the buyer. We pack every animal as carefully as possible and use species-specific packing methods to maximize comfort and survival during transit.

All live animals are shipped by next-day delivery only. We ship Monday through Wednesday only. Thursday shipping is risky because any delay may cause the animal to be stuck in transit over the weekend.

We monitor the weather conditions for each customer’s location and choose the safest available shipping day. Heat packs or cold packs will be provided at no additional cost when needed.

When temperatures exceed certain safety thresholds, orders will be shipped to the nearest FedEx hub for pickup only.

General Temperature Guidelines

• Centipedes: Hub pickup required below 5°C / 41°F or above 26°C / 79°F 
• Crabs: Hub pickup required below 10°C / 50°F or above 28°C / 82°F 
• Spiders: Hub pickup required below 10°C / 50°F or above 26°C / 79°F 
• Whipspiders: We strongly recommend hub pickup for all whipspider shipments. We have had a 100% survival rate for whipspiders when they are picked up at a hub. They are extremely sensitive and may die if left on a delivery truck for too long.

Delays and Missing Packages

Very rarely, shipping problems can happen. When this occurs, it is important that the customer monitors the tracking information and stays in communication with us so we can help resolve the issue as quickly as possible.

Our live arrival guarantee remains valid as long as the buyer responds to us and works with us during any delay.

If a delay happens and the package was originally scheduled for door delivery, we recommend changing the delivery to hold at a local FedEx hub. 

After a delay, the animal may already be under extra stress, and the weather may no longer be safe for door delivery. The customer will need to contact FedEx directly to request this change.

If an order is marked as delivered but is missing, or if it was delivered to the wrong address, the customer must contact FedEx directly to open a case. FedEx may issue a refund if there is enough evidence showing that the package was delivered incorrectly. We will cooperate with the customer and FedEx as much as possible, but whether FedEx approves a refund depends on the customer’s claim and FedEx’s investigation.

Live Arrival Guarantee

A live arrival guarantee is provided as long as the package is received promptly upon delivery and any DOA is reported within one hour of delivery. An unboxing video is required for all DOA claims.

For packages held at a local FedEx hub, the live arrival guarantee remains valid as long as the package is picked up on the same day it arrives.

For door delivery, the package must be brought inside within one hour of delivery. Live animals may be exposed to direct sunlight, extreme heat, cold, or other unsafe conditions if left outside for too long.