Free Shipping On Most Product Orders $49+

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FAQS

Can I revise or cancel my order?

Once an order is placed it is a commitment to purchase. We will do our best to accommodate an "after order" request but we take absolutely no responsibility for being able to modify or cancel an order.

Do you offer free shipping?

We offer Free Shipping on most product orders $49 and over and live animal orders $299 or over.

My order was over $49, why was I charged a shipping fee?

Free Shipping is available on most products. However, for some items, such as aquariums, you will see a note on the product page and in the shopping cart: **Due to this item's size or weight a discounted freight surcharge will apply during checkout.**

What are your shipping costs?

As long as your order doesn't contain heavy/large items you'll receive our standard shipping rates as follows:

  • Most Product Orders over $49 - FREE
  • Live animal orders over $299 - FREE
  • Product orders - $9.95 flat rate.
  • Live Animals - $39.95 flat rate.
  • Frozen Feeders - $39.95 flat rate.
  • Live Insects - $19.95 for first box and $5.95 for each additional box.
  • Orders outside the contiguous US - TBD
  • Do you ship internationally?

    Due to customs and regulations we are unable to ship live animals, live feeders and frozen feeders internationally. Some items such as glass aquariums are also unable to ship internationally. Please contact us directly to determine if we are able to ship to your location.

    Some product warranties do not provide coverage outside of the US, and some products may not be exported under any circumstances due to manufacturer's restrictions or US law. Big Apple Pet Supply makes no representations regarding warranty coverage, compatibility or serviceability for products that are used outside the US.

    Do you ship to Canada?

    Our minimum product order for delivery into Canada is $100.00. Our minimum live reptile order (due to extensive permits required) is $6,000. Orders placed for delivery to Canada can use a credit card but must have their orders shipped to the billing address of their credit card. We are sorry we are unable to accept PayPal payments for Canadian orders. Canadian orders may be placed directly through our secured website or via phone. All orders are subject to applicable fees which include brokerage fees, customs, duties and taxes, all of which are the responsibility of the customer. You will be notified if additional fees are applied.

    If I live in Hawaii, Alaska, Puerto Rico or outside the contiguous United States, can I purchase Live Animals, Live Feeders and Frozen Feeders?

    Live animals, live feeders and frozen feeders cannot be shipped to Hawaii, Alaska, Puerto Rico or outside the US.

    Are there any other restrictions for sales outside the contiguous United States?


    Free Shipping is only available for orders within the contiguous 48 US States. Please contact us directly to determine if we are able to ship to your location.

    How can I purchase a custom built screen top?

    Please send your requested dimensions and zip code to Sales@BigApplePetSupply.com and you will receive a quote. Your screen will be built to the dimensions you request. There are no returns or refunds for custom built screens.

    How can I purchase a custom built glass or acrylic cage?

    Please send your requested dimensions and zip code to Sales@BigApplePetSupply.com and you will receive a quote. Your cage will be built to the dimensions you request. There are no returns or refunds for custom built cages.

    When will my PRODUCT order ship?

    Most product orders placed Monday through Friday by 3 PM EST ship the same day. Orders placed Friday after 3 PM EST through Sunday ship on the following Monday.

    How do I know my order has been shipped?

    You will receive a tracking number via email.

    Where is the rest of my order?

    Some items, due to size, weight or production schedules, ship separately. You will receive a separate tracking number for these items.

    When will my LIVE ANIMAL order ship?

    Live animal orders placed Monday through Thursday by 12 PM EST ship the same day via NEXT DAY AIR. We will do our best to ship live animal orders received after 12PM EST the same day. Live animal orders placed from Thursday after 2 PM EST though Sunday ship on the following Monday. Click here to view our complete Live Animal Shipping Policy.

    Do you have a Live Arrival Guarantee for LIVE ANIMALS?

    Live reptile and amphibian orders are covered under a Live Arrival Guarantee as long as they are signed for upon delivery and not left unattended for any period of time. We absolutely guarantee that all reptiles, amphibians, tarantulas and scorpions we sell are voluntarily feeding before shipping. We further guarantee that all reptiles and amphibians will be absolutely healthy upon arrival. Reptiles come with a 3 day health guarantee after arrival. Amphibians, Tarantulas and Scorpions are a live arrival only guarantee. View our Shipping Schedule & Live Reptile Guarantee.

    Any guarantees are void if you do not house the reptile, amphibian, tarantula or scorpion in a proper environment (ie. Keeping a Bearded Dragon in a Tupperware container is not acceptable). This includes housing the animal or amphibian without proper heating, lighting, bedding and accessories.

    Can I see a picture of the LIVE ANIMAL I am buying?

    Pictures shown on our website are a representation of the animal you will receive. As these are live animals there will be aesthetic variations. We do not offer individual pictures of animals less than $350. They are all grade A super nice quality.

    Can my LIVE ANIMAL be sexed?

    We charge a $9.95 professional sexing fee per animal. After placing your order, send us an email at Sales@BigApplePetSupply.com referencing your order number with your request and we will add the fee on to your order. Please note some animals, such as tarantulas and scorpions, cannot be sexed.

    When will a product or animal be back in stock?

    Send an email to waitlist@bigapplepetsupply.com and let us know what you're looking for. We'll contact you when the item or animal is back in stock.

    When will my LIVE FEEDERS order ship?

    Live feeders orders (except Butterworms) placed Monday through Thursday by 3 PM EST ship the same day ordered via UPS NEXT DAY AIR. Live feeder orders placed from Thursday after 3 PM EST through Sunday ship on the following Monday.

    Butterworms orders placed Monday through Wednesday by 3 PM EST ship the same day ordered via USPS Priority Mail. Butterworms orders placed Wednesday after 3 PM EST through Sunday ship on the following Monday.

    Do you have a Live Arrival Guarantee for LIVE FEEDERS?

    For live feeders (except Butterworms) we guarantee live arrival when you receive the shipment directly from the shipper and do not allow the shipment to stay outdoors (ie. on your porch); you accept each order (you cannot always determine their condition by outside appearance); and you understand that live feeders go into hibernation at below 55 degrees and you allow cold weather shipments three hours to warm up at room temperature before passing judgement on their condition.

    For Butterworms, the same guarantee applies, with the following exception: NO LIVE GUARANTEES May 1 through September 15. DOA Butterworms will not be refunded or replaced during those dates.

    When will my FROZEN FEEDERS order ship?

    Frozen feeders ship on Mondays, as follows: Orders placed Monday through Thursday ship the following Monday; orders placed Friday through Sunday ship Monday of the week after the next.

    How do I process a return?

    You must email Sales@BigApplePetSupply.com indicating the item(s) you need to return. If the item is damaged, KEEP ALL SHIPPING MATERIALS AND BOXES and email a photo of the damaged item and shipping box to Sales@BigApplePetSupply.com. Please read our complete Return Policy. For additional assistance, contact us at 1-800-92-APPLE.

    Why did I receive an email from you?

    Your email address is either listed with us as someone who has expressly shared this address for the purpose of receiving information in the future or you have registered or purchased from our company.

    How can I stop receiving emails from you?

    Each email sent contains an easy, automated way for you to cease receiving email from us, or to change your expressed interests. If you wish to make modifications, simply follow the instructions at the end of any email. If you have received unwanted, unsolicited email sent via this system or purporting to be sent via this system, please forward a copy of that email with your comments to Sales@BigApplePetSupply.com for review.