Terms & Conditions
PLEASE NOTE: Having multiple stores makes it difficult to keep our website up to date with accurate animal availability. Because of this, we suggest that you email or call us for availability on any particular species before placing your order.
Live Arrival Guarantee
We guarantee all animals we ship to arrive alive and healthy, as well as properly sexed (when possible). We do not guarantee live arrival on animals that are not accepted on the first delivery attempt. You MUST have someone available to accept the package (18 years or older). In an unfortunate event where an animal does not arrive in perfect health, notification must be made within the first 24 hours upon receiving the animal (shown on the FedEx tracking website). If you ever have any questions, concerns or any type of issues whatsoever, we expect you to contact us first so that we have the opportunity to remedy the situation.
IMPORTANT: Our guarantee will automatically become void if you do not have the proper environment set up for the animal; which includes proper enclosure type/size, temperatures, bedding, lighting, etc. Be sure you thoroughly research an animal(s) BEFORE you purchase. When in doubt, ask us! We offer the best advice in the industry and are always here to help.
Animals are shipped Tuesday - Thursday via FedEx Express for next day delivery (once a ship date has been determined). Shipping for animals runs $29 if you live within California, Nevada, Oregon, or Arizona, and $49 anywhere else in the continental U.S.
NOTE: The shipping charge is per box, not per animal. Meaning, if we can safely and comfortably fit more than one animal in the same box we will. However, if more than one box is needed then added shipping will be necessary. You will be notified either way.
After confirming a shipping date with you - a day/time when someone will be available to accept the package - we will then schedule to ship your order at 4:00pm (PST) the day before. Typical overnight shipments arrive at your door by 10:30am the very next morning; by 12:00pm noon if you live outside of normal city limits and by 4:00pm if you live in a rural or remote area.
IMPORTANT: Someone must be available to accept the package, otherwise our live guarantee becomes void.
We pack animals according to the current weather conditions in your area. When we feel that it is necessary to add a heat or cold pack to your box to ensure the animal arrives safe and sound, we will do so at no extra cost to you. Since we cannot guarantee your animal arriving safely when temperatures are above 95 degrees F or below 35 degrees F, we will not ship until temps are suitable.
Returns & Exchanges
Animal returns should be avoided as it puts much unnecessary stress on the animal. However, if absolutely necessary, you will be responsible for shipping the animal back and it arriving alive and healthy. The animal must be packed properly - the same way we sent it to you - and arrive alive and healthy. Once an animal arrives back at our facility we will inspect it to make sure it's in the same condition as we sent it. If so, we will then provide you with store credit for the original amount you paid for the animal. Shipping costs are nonrefundable. We do not offer cash refunds on animals.
Accepted Payment Types
We accept Money Orders, Cashier's Checks, PayPal and the following credit cards: Visa, Mastercard, Discover. Please be sure Money Orders and Cashier's Checks are made payable to, The Serpentarium, Inc.
We only ship feeder orders Monday - Wednesday. Please be sure to plan your orders accordingly.
All product orders are typically prepared and shipped within 1 - 5 business days of when the order was placed and typically arrive within 5 - 10 business days from the shipping date (depending on where you live and holidays - we are located in California). We do not ship on Saturday or Sunday. Business days are Monday - Friday. We do not ship to Alaska or Hawaii.
NOTE: If you place an order on Friday afternoon/evening (or Saturday or Sunday), your first day will not begin until Monday. Be assured that we do our very best to get orders out as quickly as possible. But also understand that there are many factors that can delay the order process.
Lost or Stolen Items
We will NOT be held responsible for any lost or stolen items that are left on the doorstep. If you have a problem with lost or stolen packages in your neighborhood, you will need to remedy the situation on your end before placing an order.
While most of the time this shouldn't be a problem, ultimately, our responsibility as a supplier ends when we submit the package to the shipping carrier. We can accommodate any requests made to place a package in a particular area (e.g. by the gate, around the side of the house, etc.), if needed.
Returns & Exchanges
Returns on supplies are honored up to 10 days after receiving the items. Always contact us before shipping any items back.
All returned items must be in new, good-working, resalable condition. Which means, they cannot appear to be used in any way and must be returned with the original packaging. If you do not have the original packaging, please contact the manufacturer of the item for any malfunctions or warranty issues. If needed, we can provide you with the manufacturer's contact information.
Shipping charges are always non-refundable.
All returned items must be received by us before providing a replacement, credit or refund.
Food and Supplements are not returnable for any reason.
Care and Remedy products such as Mite Spray, Turtle Eye Drops, etc. are not returnable for any reason.
Accepted Payments Types
We accept PayPal and the following credit cards: Visa, Master, Discover.