Customer Service

ORDERING

PAYING BY CREDIT CARD
We take all major credit cards - American Express, Visa, Mastercard, Discover & U.S. addresses for PayPal as well as Amazon Pay.

CANCELING/CHANGING AN 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 may be unable 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, missing suite or apartment number or incorrect zip code 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 $14 a box.
You will receive an invoice via email if these charges have been applied to your account.

INTERNATIONAL ORDERS
At this time we are not accepting orders outside of the 48 contiguous states.

SHIPPING

FREE SHIPPING
We offer Free Shipping on most product orders $99 and over.
Free Shipping is only available for orders within the contiguous 48 US States.

ORDERS ELIGIBLE FOR FREE SHIPPING
Almost all of our products are eligible, with the few exceptions being live animals, insects, frozen feeders and certain heavy or large items. Ineligible products will automatically calculate a small shipping charge at checkout.

SHIPPING COSTS

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

  • Most Product Orders over $99 - FREE
  • Live animal orders - $39.95 Overnight Delivery
  • Product orders under $99 - $6.95 Flat Rate
    (Most lighter shipments are delivered within 2 to 3 days)
  • Frozen Feeders - $39.95 Flat Rate (up to 100% fill of the box)
  • Live Insects - $19.95 for First Box and $5.95 For Additional Boxes

SHIPPING PRODUCTS
Most product orders received by 2 PM EST Monday through Friday ship the same day.

SHIPPING LIVE ANIMALS
Orders placed Monday through Thursday by 12 PM EST ship the same day via NEXT DAY AIR.
Live Animal orders placed from Thursday after 12 PM EST though Sunday will be shipped on the following Monday.

Click HERE to view our complete Live Animal Shipping Policy.

Please Note! 

  • Some states require a health certificate before we can ship your pet.
    If this is the case for your order we will contact you for the $20.00 fee and schedule the vet appointment.
    Currently, these states are; GA, ID, OH, VA, WA, WV, MT, UT, MO & NC
  • Most of our live animals ship from our breeding facility in the Florida via NEXT DAY AIR.
  • Temperature Requirements: night temp higher than 34 degrees F and daytime temp lower than 91 degrees F
  • Products and live animal orders always have separate shipping charges.
  • Live animal orders cannot be canceled once processed.
  • Buyer is responsible for following all Local, State or Federal Laws.
  • Live animals cannot be shipped to Hawaii, Alaska, Puerto Rico or outside the US.

SHIPPING LIVE FEEDERS
Live Feeder orders placed Monday through Thursday by 3 PM EST ship the same day ordered via Next Day Air.
Live Feeder orders placed from Thursday after 3 PM EST through Sunday will be shipped on the following Monday.

Please Note! 

  • Live feeders ship from our live feeder facility in the mid-east United States via Next Day Air.
  • Products, live animals and live feeders always have separate shipping charges.
  • Live feeder orders cannot be canceled once processed.

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

Please Note! 

  • Frozen feeders ship from our feeder facility in the mid-east United States via FedEx.
  • Flat rate shipping price includes special box, 15-20 lbs of dry ice, insulator blankets and FedEx freight.
  • Products, live feeders and frozen feeders always have separate shipping charges.
  • Frozen feeders orders 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 within 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 responsible 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 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.
For additional assistance, contact us via text, phone or email.

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; Incubators, Rodent Cages/Bottles, Heat Tape/accessories, Live Reptiles, Live Amphibians, Live Feeders, Frozen Feeders, Bedding/Substrates and Wood Products

MISSING/INCORRECT/DAMAGED MERCHANDISE
Must be reported by the next business day. After the next business day, we cannot be held responsible.
Please keep all your packaging materials and original shipping box with UPS/USPS label in order for us to file a claim.
Failure to do so may forfeit any damage claim. Text or Email a photo of the damaged item and shipping box to Sales@BigApplePetSupply.com.

PRIVACY

At Big Apple Pet Supply, we value our customers. We respect your privacy and we do not sell or rent your personal information.

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.

WHY DID YOU RECEIVE AN E-MAIL FROM US?
If you received a mailing from us:
1. 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 
2. You have registered or purchased from our company

HOW CAN YOU STOP RECEIVING E-MAIL FROM US
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.

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 the highest level 128 bit secure socket layer (SSL).