We strive to ship orders the following business day after payment clears. In some cases it may take up to 3 business days to complete, especially for very large or wholesale orders. Delays should be expected to prepare live animals for shipment; and can delay your order up to an additional 3 days. While all non-perishable items can be shipped internationally, live or highly perishable products can only be shipped to the United States. Should an order be placed for highly perishable items to non-USA addresses, that portion of the order will be cancelled and refunded less any charges incurred when processing the payment.
Shipping Charges
Shipping charges are calculated during the checkout process. We primarily use both UPS and USPS as our carriers. Our store is connected to each carrier and live rates are returned.
With the rising costs of gas, we realize that shipping costs can be more than expected occasionally. We cannot control how much the individual carriers charge; however, we take every possible step to minimize this cost across the board.
Estimated Shipping Timeframe
While there is no way to predict delays in transit, the following chart shows the average time recently experienced in our outgoing shipments. This chart is only to provide an estimate. Please use your tracking number to obtain the latest updates from the carrier when to expect delivery.
| Avg Days in Transit | UPS Service Level | USPS Service Level | Recommended For |
|---|---|---|---|
| 1-2 Days | Next Day Air | None | Live animals with LAG (Required) |
| 2 Days | 2 Day Air | Priority Mail Express | Live animals without LAG when an option on listing |
| 3 Days | 3 Day Select | Priority Mail | All non-perishable products |
| 7-8 Day | Ground/ Fed Ex Home | USPS Retail Ground | All non-perishable products |
| Varies | None | International Orders | Non-Perishable products only |
Guaranteed Delivery Terms
We guarantee delivery to the address given at the time of order. Should there be any errors in the shipping details all guarantees will be voided. Address must be valid for the selected carrier.
Once shipped an email will be sent containing the tracking information. Should there be an error in the shipping address, please contact the carrier directly. Once the tracking email is sent the package has been handed off to the carrier.
Non-Delivery or Damaged in Transit
Non-deliveries can be tricky in today’s world with all the identified delays by the carriers. Always start by looking up the latest tracking information. We do not know any more than what is available online.
International orders sometimes experience delays. If your parcel is held in Customs, there is nothing that can be done but wait. If the receiving country refuses product(s) for import, instructions are to return it. If the receiving country imposes an import fee, the purchaser is responsible for payment. Should purchaser refuse to pay the import fee, products are typically returned. No matter the reason, returned packages can take a long time to be received, but once received, a refund of product charges, less a 15% restocking fee may be credited to an account or refunded to the payment method. Shipping charges are non-refundable.
A claim will need to be filed with the carrier for any lost or damaged products. Occasionally the carriers will request a copy of the order, showing all charges, before a refund is given. Please let us know and we will help with this process. Only once a carrier refund is received can we process a refund to the purchaser.
Deceased Animals
Our live arrival guarantee can only be extended to the point of first delivery attempt. We require a photo showing the deceased animal in their unopened shipping bags within 2 hours of the first delivery attempt. If no one is available to accept delivery on the first attempt, and the carrier leaves with the package to attempt delivery at a later point, all guarantees will be void.
Fulfillment Errors
Please notify us within 24-hours of delivery for any packaging errors. We will make every attempt to right our mistake or will refund that portion of the order.
