Shipping Policy

Every live animal and insect order is packed with welfare as the top priority. Animals are individually secured to minimise movement and stress during transit. Insects are packed in escape-proof containers with appropriate ventilation and substrate. For reptiles and amphibians, we include heat or cool packs as seasonally appropriate, and all orders include care information for the first 24 hours post arrival.

Live orders ship every Monday and Tuesday only (LIVE ANIMALS). This schedule is non-negotiable, Non Live animal Orders can leave Wednesdays at the latest — it exists to ensure your animals don't spend a weekend sitting in a courier facility. Ordering outside this window means your order ships the following Monday. You'll receive a tracking number as soon as your order leaves us.

We take DOA claims seriously and handle them fairly and quickly.

To make a DOA claim:

• Contact us within 2 hours of delivery with photographic or video evidence of the animal in the original, un-opened packaging (insect, not mailer (you may need to open this to even see the animals state of health.
• Claims submitted after this window cannot be accepted
• The animal must not have been removed from packaging prior to the claim being made

What happens next:

• Confirmed DOA claims are resolved with a replacement animal (subject to availability) or a store credit of equal value
• We do not offer cash refunds on live animals due to the nature of live goods
• Shipping costs are non-refundable unless the error was ours

We strongly recommend someone is home to receive a live animal order. Packaging has labels of live animals, Animals left in a hot or cold delivery box for extended periods are not covered under DOA.

We cannot be responsible for delays caused by courier services once the animal has left our facility. During extreme weather events (heatwaves, cold snaps), we may hold orders to protect animal welfare and will contact you if this affects your order. Packaging left in hot or cold places even after live animal, and NO Sun Labels have been not adhered to.