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 Sezzle Payment Plan.

CANCELING/CHANGING AN ORDER
Once an order is placed it is a commitment to purchase. We cannot under any circumstances cancel a feeder insect, live reptile, amphibian, spider or scorpion order. Our workflow absolutely prohibits the ability to cancel so please make sure of what you are purchasing before you submit your order. Thank you.

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, Fedex and UPS charges an address correction fee which will be automatically charged to your credit card on file at $20 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

SHIPPING COSTS

  • Product Orders - Calculated at Checkout
  • Live animal orders - $39.95 Overnight Delivery + $10 Box & Packaging Fee
  • Frozen Feeders - $39.95 Flat Rate (up to 100% fill of the box)
  • Live Insects - $9.95 for First Live Feeder Quantity and $5.95 For Additional Live Feeder Quantities

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 and a few animals 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 but most live animals won't need this.
  • Most of our live animals ship from the breeding facility in the Florida via Fedex Priority Overnight Delivery.
  • Temperature Requirements: Guarantees & Warranties apply for reptiles & amphibians shipping to locations where night temperatures are listed to be 40 or above and daytime temperatures below 80 degrees.
  • Products, live insects 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
Crickets ship in 1 to 3 business days depending on supply which is currently challenged due to a lack of availability.
All other insects ship Monday to Friday and normally within 24 hours.

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 Friday will ship the following Monday.
Frozen feeder orders placed Saturday and 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

NON RETURNABLE ITEMS
All Live Animals, Live Feeders, Frozen Feeders, Cages, Wood Products are not returnable under any circumstances.

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).