Frequently Asked Questions
Ordering
Can I revise or cancel my order?
Once a live reptile, amphibian, tarantula, scorpion, live feeder insect, or frozen feeder order is placed, it is a final commitment to purchase. Because our fulfillment process begins immediately, these orders cannot be canceled, changed, or refunded once submitted. Please be certain of your purchase before completing checkout.
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 unless the listing specifically states that it is the exact animal. As these are live animals, appearance, color, size, pattern, and markings naturally vary from one animal to another. Due to the large number of photo requests we receive each day, we only provide individual animal photos for animals priced over $500 and only when you are prepared to purchase that animal on the day of request.
Why doesn't my animal look exactly like the picture?
Unless specifically stated otherwise, photos on our website are representative of the species or morph being offered and are not the exact animal you will receive. Every live animal is unique and natural variations in color, pattern, size, and markings should be expected.
Can I request a specific color, pattern, or appearance?
Yes. We are happy to pass reasonable requests along to our animal picking staff whenever possible. However, because these are live animals and inventory changes constantly, requests can never be guaranteed.
Can my LIVE ANIMAL be sexed?
Yes. For animals that can be sexed, we offer that option directly on the sales page. Please note that some animals cannot be sexed. Sexing is performed using our best efforts, but no gender identification is 100% guaranteed.
When will a product or animal be back in stock?
Every out-of-stock reptile, amphibian, scorpion, or tarantula page includes a Notify When Available button. Clicking this button allows you to receive a notification by text, Facebook Messenger, or email as soon as that animal becomes available. We highly recommend using this feature because many popular animals sell out very quickly.
What does FC and CB mean?
FC means Field Collected. CB means Captive Bred. Whenever available, captive bred animals are generally recommended because they are typically more established in captivity.
What is the date of birth of the animal I received?
Due to the volume of animals we ship, we do not keep date of birth information and in many cases simply do not have that information available.
Shipping
When will my LIVE ANIMAL order ship?
Live animal orders placed Monday through Thursday by 12:00 PM EST ship the same day via FedEx or UPS Priority Overnight Delivery. We will do our best to ship live animal orders received after 12:00 PM EST the same day. Orders placed after 12:00 PM EST Thursday through Sunday ship the following Monday.
Can I choose a shipping date?
In many cases, yes. If you need your live animal shipment to arrive on a specific eligible shipping day, please contact us before placing your order and we will do our best to accommodate your request.
Where are my tracking numbers?
Tracking numbers are emailed or sent by text message after approximately 5:00 PM EST on the day your order ships, depending on the notification method selected at checkout.
How do I know my order has been shipped?
You will automatically receive a tracking number by email or text message depending on the notification method selected for your account.
Where is the rest of my order?
Some items ship separately due to size, weight, production schedules, or shipping requirements. If this occurs, you will receive an additional tracking number for those items.
What are your shipping costs?
2026 Shipping Rates
- Live Animals: $47.95 FedEx or UPS Priority Overnight Delivery + $12.00 Packaging Fee
- Frozen Feeders: $39.95 Flat Rate (up to 100% fill of the box)
- Live Insects: $15.95 for the first live feeder quantity and $7.95 for each additional live feeder quantity
Although FedEx and UPS increased their shipping rates again in 2026, we absorbed those increases and continue offering the same shipping rates as 2025. We also continue using premium insulated boxes, heat packs during winter, cool packs during summer, and expensive Cryo-Paks whenever necessary and available.
Important: Rural delivery areas may include additional carrier surcharges. We reserve the right to contact you with options, including shipment to your nearest FedEx Ship Center or payment of the additional rural delivery cost.
Can my live animal order be shipped to a FedEx Ship Center?
Yes. During certain weather conditions, or when it is in the best interest of the animal, we may recommend or require shipment to your nearest eligible FedEx Ship Center for pickup. Please review our complete Live Animal Policy for full details.
Do I need to be home when my live animal arrives?
Yes. Live animal shipments must be signed for on the first delivery attempt. Missing the first delivery attempt voids the Live Arrival Guarantee.
Do you ship internationally?
No. At this time we only ship within the contiguous 48 United States.
If I live in Hawaii, Alaska, Puerto Rico, or outside the contiguous United States, can I purchase Live Animals, Live Feeders, or Frozen Feeders?
No. Live animals, live feeders, and frozen feeders cannot be shipped to Hawaii, Alaska, Puerto Rico, or outside the contiguous United States.
I live in Florida. Do you have a retail store?
No. While we ship overnight throughout the contiguous United States, we do not have a retail store open to the public.
Live Animal Guarantee
Do you have a Live Arrival Guarantee for LIVE ANIMALS?
Live reptile and amphibian orders are covered under our complete Live Animal Policy, which appears on every live animal page of our website. We strongly recommend reading the entire policy before ordering so you understand our Live Arrival Guarantee, Health Guarantee, weather requirements, reporting deadlines, shipping procedures, and claim requirements.
What if FedEx or UPS is delayed?
Carrier delays are addressed in our Live Animal Policy. Shipping charges are transportation fees and are not refundable because of carrier delays, late deliveries, service interruptions, or missed delivery windows.
Should I open my shipment immediately?
Yes. Open your shipment immediately upon arrival and inspect your animal. If there is any concern, follow the reporting requirements outlined in our Live Animal Policy.
Do you guarantee temperament?
No. Every live animal has its own personality and temperament. We cannot guarantee behavior, handling response, feeding response, or temperament.
Animal Care
How quickly should I feed my new snake, lizard, scorpion, or tarantula?
We recommend allowing a minimum of 48 hours for acclimation before attempting to feed your new animal. Fresh water should always be available. Please make sure you are offering the proper prey type and appropriate prey size for your species.
Why isn't my new snake or reptile eating?
It is very common for newly shipped reptiles to take time to acclimate before eating. Proper temperatures, humidity, lighting, hiding places, and minimal handling are all important during this adjustment period.
Can Big Apple Herp help me with care questions?
Absolutely. If you purchased your animal from us and have questions regarding heating, lighting, humidity, diet, enclosures, bedding, or general husbandry, we are always happy to help based on our experience. We are not veterinarians and cannot provide medical treatment or prescribe medications.
Live Feeders & Frozen Feeders
When will my LIVE FEEDERS order ship?
Live feeders typically ship by Priority Mail within one business day, Monday through Friday, and normally arrive within 2 to 3 days unless you upgraded your shipment to Overnight FedEx Delivery.
Do you have a Live Arrival Guarantee for LIVE FEEDERS?
While we use proper packaging methods and boxes for live insects, there are no Live Arrival Guarantees on live feeder shipments sent by Priority Mail. If you would like a Live Arrival Guarantee, we offer Overnight FedEx Delivery on all live feeder pages.
When will my FROZEN FEEDERS order ship?
Frozen feeder orders ship on Mondays to prevent weekend carrier delays. Orders placed Monday through Friday ship the following Monday. Orders placed Saturday and Sunday ship Monday of the following week.
Still Need Help?
If you have a question that isn't answered here, our customer service team will be happy to assist you. Simply text us and we'll do our best to help.