Emails with Updates on Your Order: Emails will be sent to you from email@example.com or firstname.lastname@example.org with updates on your order, including if your order is being held due to weather, and tracking information. Please add our email address to your address book, and check your spam folder if you haven’t gotten an email from us.
Live orders of $100 or more qualify for FREE shipping! Supplies do not count towards this total and may ship separately.
Order Shipping Schedule: All live orders will be shipped through UPS to ensure the safety of our animals. Live items may ship separately from supplies. Live orders arrive in 1-2 days, depending on your distance from Ohio. Supplies may arrive later than live items, depending on your shipping selections, so please plan accordingly.
Live orders ship Monday and Tuesday, and are prepared the evening before they ship out, so orders placed after 6pm EST typically do not ship until the following live order ship day. Orders placed after 6pm on Monday typically do not ship out until the following Monday. Orders placed Tuesday – Sunday before 6pm will typically ship the following Monday (weather depending).
Live Order Summer Shipping: If your highs are above 90 degrees, we will hold your order until it is safe to ship. Please note that for certain parts of the country, this may mean your order will not ship until the Fall. We will send a note confirming that your order is being held due to the weather. Please check your spam folder if you are waiting on an update for your order and have not received anything.
Live Order Winter Shipping: We ship year round, but may hold orders when temperatures are excessively low. We always ship with insulated boxes, heat packs, and/or phase change packs as needed to ensure the safety of our animals. We will send a note confirming that your order is being held due to the weather. Please check your spam folder if you are waiting on an update for your order and have not received anything.
Live arrival guarantee and shipping: Orders ship Monday and Tuesday, weather permitting (shipping may be delayed if the weather is too cold or too hot to safely ship. If this is the case, we will contact you directly).
PLEASE CHECK YOUR SHIPPING ADDRESS. You are responsible for making sure you provide a correct shipping address. We will not refund or replace orders that are lost or delayed due to an incorrect shipping address.
We not not refund or replace orders that arrive DOA after delivery is refused at the provided address or sent back on the truck for redelivery for any reason. Make sure the shipping address you provide can receive your shipment. If necessary, have your shipment sent to a UPS hub for pickup instead.
We recommend signing up for text or email updates through the carrier your order ships through to ensure you know the moment your shipment arrives. If you request that your shipment be held for pickup at the UPS hub, you will have 4 hours from the time your shipment arrives at the pick up location to report any DOAs in your shipment. We will not refund or replace orders left at the UPS hub overnight.
If there is a DOA in your shipment, you must provide photos clearly showing the DOA within 4 hours of delivery. In the case of a DOA, we will either refund the purchase price (not including shipping cost) or reship one time, depending on in stock availability and your preference.
We will not ship something to you if we know it is illegal in your state. However, it is always your responsibility to ensure that what you are ordering is legal for you to keep in your state/locality, and that you have obtained any permitting that might be required prior to receiving it. If a shipment is intercepted or sent back to us, we may not be able to replace or refund the order, depending on the circumstances. Therefore, please be aware of your local laws *before* placing your order.
*DOA: dead on arrival
Order Cancellations: in the event that you request your order be cancelled and refunded before it ships, we reserve the right to refund the total amount minus PayPal fees.