CUSTOMER SUPPORT

ORDERING

Paying by Credit Card

We accept most major credit cards, including Visa, Mastercard, Discover, PayPal, and Venmo.

Canceling or Changing an Order

Once an order has been placed, it represents a commitment to purchase.

Due to the nature of our fulfillment process, we cannot cancel or modify orders containing live reptiles, amphibians, spiders, scorpions, live feeder insects, or frozen feeders once processing has begun.

Please review your order carefully before submitting it.

Providing Correct Address Information

Please ensure that your shipping address is complete and accurate before placing your order.

An incorrect street number, missing apartment or suite number, or incorrect ZIP code may delay delivery or cause your shipment to become undeliverable.

FedEx and UPS charge address correction fees when shipment information must be changed after processing. If these charges are incurred, a $30.00 fee per box will be charged to the credit card on file, and an invoice will be emailed to you.

International Orders

At this time, Big Apple Herp ships only within the 48 contiguous United States.

SHIPPING

Shipping Costs

2026 Shipping Rates

Despite FedEx and UPS increasing their shipping rates another 7.5% this year, Big Apple Herp has chosen not to pass those increases on to our customers.

We continue to use premium insulated shipping boxes, seasonal heat packs during colder months, cool packs during warmer months, and advanced Cryo-Paks whenever necessary and available to provide the safest possible transportation for your animals.

Please Note: Customers living in rural delivery areas may be subject to additional carrier surcharges imposed by FedEx or UPS. If applicable, we will contact you with available options, including shipping to your nearest FedEx or UPS Customer Center or paying any applicable rural delivery surcharge.

Live Animals

• $47.95 FedEx or UPS Priority Overnight Delivery
• $12.00 Box & Packaging Fee

Frozen Feeders

• $39.95 Flat Rate (fill the box up to its maximum capacity)

Live Feeder Insects

• $15.95 for the first feeder quantity
• $7.95 for each additional feeder quantity

Shipping Live Animals

Orders placed Monday through Thursday by 1:00 PM Eastern Time typically ship the same day via FedEx Priority Overnight.

Orders placed after 1:00 PM Eastern Time on Thursday through Sunday will generally ship the following Monday.

Tracking Numbers

Tracking information is emailed or sent by text message (SMS), depending on your notification preferences, after 5:00 PM Eastern Time on the day your order ships.

For complete shipping requirements, guarantees, weather guidelines, and claim procedures, please review our Live Animal Policy.

Health Certificates

Certain states, as well as approximately 1% of the animals we sell, require an official veterinary health certificate before shipment.

If your order requires a health certificate, we will contact you to collect the $31.00 veterinary inspection fee and schedule the required examination before your order ships.

States that commonly require health certificates currently include:

Delaware, Georgia, Idaho, Illinois, Michigan, Missouri, Montana, Ohio, Utah, Virginia, Washington, West Virginia, and Wisconsin.

Fortunately, the vast majority of live animal orders do not require a health certificate.

Important Live Animal Shipping Information

Please keep the following in mind:

• Most live animals ship directly from our Florida breeding facility via FedEx Priority Overnight.
• Live Arrival Guarantees apply only when nighttime temperatures are 40°F or higher and daytime temperatures are below 80°F, unless otherwise specified in our Live Animal Policy.
• Live animal orders, live feeder orders, and frozen feeder orders each require separate shipping charges.
• Live animal orders cannot be canceled once processing has begun.
• Buyers are responsible for complying with all applicable local, state, and federal laws regarding ownership.
• Live animals cannot be shipped to Alaska, Hawaii, Puerto Rico, or outside the United States.

Shipping Live Feeders

Live feeder insects ship Monday through Thursday and normally leave our facility within one business day.

Please note:

• Live feeders ship from our feeder facility in the Midwestern United States via USPS Priority Mail.
• Live feeder orders, live animal orders, and frozen feeder orders each require separate shipping charges.
• Live feeder orders cannot be canceled once processing has begun.

Shipping Frozen Feeders

Frozen feeder orders placed Monday through Friday generally ship the following Monday.

Orders placed on Saturday or Sunday will ship the Monday of the following week.

Please note:

• Frozen feeders ship from our feeder facility in the Midwestern United States via FedEx.
• Flat-rate shipping includes a premium insulated shipping box, insulation, approximately 15–20 pounds of dry ice, and FedEx delivery.
• Frozen feeder orders, live feeder orders, and live animal orders each require separate shipping charges.
• Frozen feeder orders cannot be canceled once processing has begun.

RETURNS

Non-Returnable Items

For the health and safety of our animals and customers, the following items are non-returnable under all circumstances:

• Live Animals
• Live Feeder Insects
• Frozen Feeders

Missing or Incorrect Shipments

Missing or incorrect shipments must be reported within 24 hours of delivery. After the next business day, we cannot be held responsible.

Please retain:

• The original shipping box
• All packing materials
• The original carrier shipping label

Failure to retain these materials may prevent us from filing a carrier claim on your behalf.

If your shipment arrived damaged or incorrect, please text clear photographs of both the shipment and the shipping box, including the carrier label, to our customer service number.

PRIVACY

Big Apple Pet Supply respects your privacy and does not sell or rent your personal information to third parties.

If you receive an unsolicited email claiming to be from Big Apple Pet Supply, please forward a copy, along with any comments, to Sales@BigApplePetSupply.com so we can investigate.

Why Did You Receive an Email From Us?

You may receive emails from Big Apple Pet Supply because:

• You subscribed to receive updates or promotions.
• You created an account with us.
• You requested information from our company.
• You placed an order through our website.

How to Stop Receiving Email

Every marketing email we send includes a simple, automated unsubscribe option.

If you no longer wish to receive promotional emails or would like to update your preferences, simply follow the instructions provided at the bottom of any marketing email.

SECURITY

Big Apple Pet Supply is committed to providing a safe, secure, and reliable online shopping experience.

Our website uses industry-standard SSL encryption and secure payment processing technology to help protect your personal information during checkout and ordering process.