Terms & Conditions
Products / Supplies
We only ship to residences and places of business. We do not ship to P.O. Boxes, hotels, etc.
All products and supplies are shipped via FedEx Ground, USPS Priority, or LTL Freight - whichever offers the best rate for the order size/weight. Depending on what you order and the quantity you order, we typically ship within 1 - 3 business days after receiving an order, with an average of same day shipping. Transit time is based on your location from our warehouse. We are conveniently located in central USA (Bonham, TX).
HELPFUL TIP: If you plan to order a particular item in bulk, or plan to order an item often, please let us know and we will be sure to keep that item in stock for you at all times.
Lost or Stolen Items
We will NOT be held responsible for any lost or stolen items after an order has been delivered. If you have a problem with "porch pirates" stealing 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, 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. Please be sure to add this info in the comment section during checkout.
Live Feeder Insects
Live arrival guaranteed. Any issues with live feeder insects must be reported within 24 hours after receiving your order, along with a photo. Any DOA insects will be replaced/added on your next order. There are no returns on live feeders insects.
Damaged Items (i.e. broken during transit)
Damaged items must be reported within 24 hours after receiving your order. Be sure to inspect all of your items as soon as they arrive. Detailed photos of any damaged items must be included in your email. You may email us at firstname.lastname@example.org for assistance.
Depending on the item, we may ask for it to be shipped back, or not. Replacement or credit will be given after reviewing the photos. Please make sure the photos are clear and include a photo of the box your item(s) were shipped in.
Defective Items (i.e. item never worked)
For any item that is discovered not to be working out of the box or suddenly stops working will be covered under the manufacturer's warranty. Please email or call us for assistance and be prepared to provide photos and or video showing the defect. This is mandatory for proper assistance. We may also require you to ship the defective item back (in its original product packaging) in order to receive credit or a refund. If so, you will be required to box up the item and provide us with accurate dimensions and weight so that we can email you a return shipping label. If the items turns out to not be defective, we will not issue a refund. At this point, if you want the product back you will need to pay for shipping. Please make sure to fully test the item before determining it as being defective.
Any items that are discovered missing from an order must be reported within 48 hours after receiving your order.
Returns / Exchanges
Any and all product returns must be pre-approved. Please email us at email@example.com for assistance. A 20% restocking fee will be applied to all returned items due to buyer's remorse. Returns and exchanges must be sent back to our warehouse - at your expense - and must arrive at our location within 30 days from the original shipment date. All returned items must be in acceptable, unused, resalable condition with the original product packaging. Be sure to package the item(s) exactly how they were sent, as we will not be responsible for breakage during transit back to us. Food items, Supplements and Remedy Products (e.g. Mite Sprays, Cleaners, Disinfectants, etc.) are non-refundable.
1425 Old Ector Rd
Bonham, TX 75418
In the event we happen to ship you the wrong product, we can either, a.) Refund your shipping costs for that particular item(s); or, b.) Send you the correct items at no additional cost. We may ask for the incorrect item(s) to be sent back, or we may allow you to keep them.
Changes / Cancellations
If you wish to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request, however, once an order has left our premises and is in transit, it will be out of our hands and the purchase will not be able to be cancelled or modified. In this case, please refer to our Return Policy.
Alaska, Hawaii & Puerto Rico
All orders outside of the continental US will require additional shipping. When you place an order, we will contact you with the additional shipping amount needed to continue processing your order. You can then either accept the additional shipping amount and make payment, or you may cancel your order for a full refund.
All import duty, taxes & customs clearance fees are the responsibility of the buyer.
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 Monday - Wednesday via FedEx next day delivery (once a ship date has been determined). Shipping for small animals runs $59.95 anywhere in the continental U.S. Be sure to select the correct shipping option during checkout. Larger animals will need a custom shipping quote and will mainly depend on the size/weight of the box.
NOTE: The above 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 on the first delivery attempt, otherwise our live guarantee becomes void. We DO NOT ship live animals to FedEx locations.
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. 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, American Express. 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.