CUSTOMER SERVICE

Contact Us |  Ordering |  Shipping |  Returns |  Privacy/Security |  International

CONTACT

E-MAIL Sales@BigApplePetSupply.com
PHONE 1-800-92-APPLE (922-7753)
MAIL Big Apple Pet Supply - 415 Oser Ave., Bldg F - Hauppauge, NY 11788
LOCAL 631-436-5550
FAX 631-436-5556

Big Apple Pet Supply - a division of Big Apple Herpetological, Inc.

ORDERING

CREATING AN ACCOUNT
Click on MY ACCOUNT and follow the steps

PAYMENT METHODS

• We take all major credit cards - American Express, Visa, Mastercard & Discover
• Paying by Check/MONEY ORDER. Send in your money order or check to

  Big Apple Pet Supply
  415 Oser Avenue
  Building F
  Hauppauge NY 11788
  

• Orders paid by personal check will be held for 10 business days.

CANCELING/CHANGING AN ORDER
Once an order is submitted on our online system on or over the phone 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.

PROVIDING CORRECT ADDRESS INFORMATION
Please make sure to provide your complete and correct address information... a wrong street number, zip code, missing suite or apartment number may cause your package to be undeliverable. In addition, UPS charges an address correction fee which will be automatically charged to your credit card on file at $6 a box. You will receive an invoice via email if these charges have been applied to your account.

SHIPPING

SHIPPING PRODUCTS
Ninety Seven Percent of all product orders received by 2 PM EST Monday thru Friday ship the same day that they are ordered. However, each product page on our website contains a banner indicating the expected shipping time for that item. If for any reason we cannot ship within the time period indicated on the banner we will promptly contact you.

UPS GROUND
All UPS Ground shipping rates are automatically calculated through our online system with live UPS integration.

UPS NEXT DAY AIR & SECOND DAY AIR
If you wish to have your order shipped Second Day or Next Day service you must call 1-800 92-APPLE and place the order on the phone with a customer service representative. As many of our products are large and/or heavy this method insures that you are aware of the cost of second or next day air shipping charges. Typically, shipping your order by second or next day air produces significantly higher freight costs than ground delivery. However, placing an order by phone will not delay the shipping of your order in any way.

SHIPPING LIVE FEEDERS
Live Feeder orders placed Monday thru Thursday by 2 PM EST ship the same day ordered via UPS NEXT DAY AIR. Live Feeder orders placed from Thursday after 2 PM EST thru Sunday will be shipped on the following Monday.

Note:

• Live Feeders ship from our live feeder facility in the mid-east United States Via UPS NEXT DAY AIR
• Products and live feeders always have separate shipping charges
• Live Feeders cannot be cancelled once processed

SHIPPING FROZEN FEEDERS
Frozen feeder orders placed Monday thru Thursday will ship the following Monday. Friday thru Sunday orders will ship Monday of the week after the next.

Note:

• Frozen feeders ship from our feeder facility in the mid-east United States Via UPS
• Products & Frozen feeders always have separate shipping charges
• Frozen feeders cannot be cancelled once processed
• Flat rate shipping price includes special box, 15-20 lbs of dry ice, insulator blankets and UPS freight.

SHIPPING ROACH FEEDERS
Roach orders placed Monday thru Wednesday by 2 PM EST ship the next business day. Orders placed Thursday or Friday by 2 PM EST will ship on Monday. All orders placed after 2 PM EST on Friday thru Sunday will be shipped on the following Tuesday.

Note:

• Roach Feeders ship from our live feeder facility in the mid-east United States via USPS Priority Mail
• Products and roach feeders always have separate shipping charges
• Roach Feeders cannot be cancelled once processed

RETURNS

If you are not completely satisfied with your purchase please return it for a refund, exchange or credit. All returns must be made 30 days from date of purchase. Any product not in original packaging or in sellable condition will not be eligible for a return. Additionally, return items that are received back damaged are not refundable. Please make sure to insure your return as you are fully responsibile for making any claim to the shipper you used for the return. 10% restocking fee is applied on all refunds but is waived for house credit returns. Original Shipping and/or handling charges are not refundable and shipping costs for the return of any item/s is the full responsibility of the customer.

TO COMPLETE A RETURN
You must contact our office at 1-800-92-APPLE for assistance.

WARRANTY ITEMS
All equipment is guaranteed up to 30 days. Beyond 30 days all products are covered by the manufacturer.

NON RETURNABLE ITEMS
Under no circumstances are the following items returnable; Acrylic/Glass Habitats, Stands, Canopys, Sump Tanks, Aquariums, Incubators, Rodent Cages, Heat Tape, Live Feeders, Frozen Feeders, Bedding/Substrates, Medications, Foods, Wood Products, Pet Beds, Pet Seats, Pet Carriers, Habitrail Products or Any Item That the Website Indicates as Not Returnable.

MISSING/INCORRECT/DAMAGED MERCHANDISE
These items must be reported by the next business day. After the next business day, we cannot be held responsible. You MUST keep all your packaging materials and original shipping box with UPS label in order for us to file a claim. Failure to do so will forfeit any damage claim.

PRIVACY

Big Apple Pet Supply values its customers. We respect your privacy and we do not sell or rent your personal information. We collect information to continual improve your shopping experience and to let you know about new products, contests and coupons.

Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you e-mails based on your request for information and to contracted service providers for purposes or providing services relating to our communications with you.

1. Your e-mail address is either listed with us as someone who has expressly shared this address for the purpose of receiving information in the future
2. You have registered or purchased from our company

HOW CAN YOU STOP RECEIVING E-MAIL FROM US
Each e-mail sent contains an easy, automated way for you to cease receiving e-mail from us, or to change your expressed interests. If you wish to make modifications, simply follow the instructions at the end of any e-mail.

If you have received unwanted, unsolicited e-mail sent via this system or purporting to be sent via this system, please forward a copy of that e-mail with your comments to Sales@BigApplePetSupply.com for review.

SECURITY

Big Apple Pet Supply developed an on-line commerce environment that is safe, easy, and respectful of our customers.

The site was developed to support secure on-line purchasing through 128 bit secure socket layer (SSL).

INTERNATIONAL

Our minimum product order for delivery into Canada is $100.00. 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. Canadian orders may be placed directly through our secured website but are subject to applicable fees including customs, duties and taxes, all of which are the responsibility of the customer.

Our minimum product order for delivery overseas is $750.00 and must be prepaid in full by Western Union wire. International orders are subject to additional handling charges, higher shipping rates, and applicable customs, duties and taxes, all of which are the responsibility of the customer. If you wish to place an order to ship overseas, simply e-mail your complete name and mailing address along with your order to sales@bigappleherp.com. Please make sure that your order includes item quantity, product names and applicable prices. We will respond to your e-mail with detailed shipping costs and payment instructions.

Please be aware that many products' warranties do not provide coverage outside of the U.S., and some products may not be exported under any circumstances due to manufacturer's restrictions or U.S. law. Big Apple Makes no representations regarding warranty coverage, compatibility or serviceability for products that are used outside the U.S.