Live Animal Policy

LIVE ANIMAL POLICY

Big Apple Pet Supply makes every attempt to sell reptiles, frogs, tarantulas & scorpions that are captive bred. When they are not captive bred we make best efforts to notate that they are farm raised (FR) and/or field collected (FC) species but are not responsible for any errors in notation. 

We guarantee that all reptiles, amphibians, tarantulas & scorpions we sell are healthy before shipping to you. Therefore, reptiles come with a 3 day health guarantee after arrival and Amphibians, Tarantulas & Scorpions are a live arrival only guarantee. Guarantees on Live Reptiles & Amphibians are void when night time temperatures are listed to fall below 39 or daytime temperatures above 80 degrees.

Notification of any issue must be made within 6 hours of delivery in the rare case of a DOA and within 72 hours of arrival if claiming under the 3 day health guarantee. Either guarantee requires without any exceptions that you supply several digital pictures (3 angles) of the reptile, amphibian, scorpion or tarantula on its back (belly up), from the side and from the top belly down. Keep Your Box!!! - All of these photos MUST be taken on top of the box with the Fedex Label visible next to the animal (NO EXCEPTIONS under any circumstances). You may send notification, photos and claim by TEXT ONLY 24 hours, 365 days a year. Live Arrival Guarantee is only provided when a shipment has been signed for on the first delivery attempt. It is mandatory that you be there and sign for your delivery.

Any guarantees are void if you do not house the reptile, amphibian, tarantula or scorpion in a proper environment (ie. Keeping a Bearded Dragon in a Tupperware container is not acceptable). This includes housing the animal or amphibian with proper heating, lighting, bedding and accessories. We will ask for a photo of your complete setup if a live animal guarantee claim is made.

Big Apple Pet Supply uses the best standard of packaging to ensure that your reptile, amphibian, tarantula or scorpion will make it to you in top condition. However, should the rare event of a DOA occur Big Apple will replace the reptile, frog, tarantula or scorpion but shipping costs will be the responsibility of the customer. Under no circumstances are any animals or insects returnable or refundable... in the event of a live animal claim, replacement or store credit are the only options.

Any guarantees are void if you do not house the reptile, amphibian, tarantula or scorpion in a proper environment (ie. Keeping a Bearded Dragon in a Tupperware container is not acceptable). This includes housing the animal or amphibian with proper heating, lighting, bedding and accessories. We will ask for a photo of your complete setup if a live animal guarantee claim is made.

Big Apple Pet Supply uses the best standard of packaging to ensure that your reptile, amphibian, tarantula or scorpion will make it to you in top condition. However, should the rare event of a DOA occur Big Apple will replace the reptile, amphibian, tarantula or scorpion but shipping costs will be the responsibility of the customer. Under no circumstances are any animals returnable or refundable... in the event of a live animal claim, replacement or store credit are the only options.

SEXING REQUESTS AND OPTIONS
All sexing is completed by extremely capable and experienced staff, however no gender identification is 100% so we use "best efforts" to provide you with the gender you order but there are no implicit guarantees on this service. When you pay $10 for our sexing service, we provide our "best efforts" to determine the gender of the animal. However, in the event you receive an animal that is not the gender you requested we cannot, under any circumstances refund, exchange or compensate you in any way. We appreciate you understanding the complexity that often goes with identifying the sex of many animals.  

NO CANCELLATION POLICY
Once a live animal order is placed, it is a commitment to purchase. We cannot under any circumstances cancel a live reptile, amphibian, spider or scorpion order. Our workflow absolutely prohibits the ability to cancel so be sure you are certain of what you are purchasing before you submit your order. Thank you.

FEEDER INSECT POLICY
NOTE: While we use proper packaging methods and boxes for live insects there are no live arrival guarantees on any live feeder shipment that goes via priority mail. If you would like a guarantee we have an option to overnight deliver your insect shipment for $30. Please contact us and we will invoice you for the overnight fees.

We're Happy To Help With Your New Pet

When you order a reptile, amphibian, tarantula or scorpion from Big Apple Pet Supply you are going to get a healthy top quality pet. However, it is up to you to educate yourself on how to care for your new pet. Often, small changes in the reptile, frog or insect's environment will correct or prevent health issues. When an issue appears do not wait to attempt to correct it as even a single day could make a major difference.

If you ever have a question about a pet you purchased from us with regards to heating, lighting, enclosures, diet, etc. we are more than happy to provide you with our expert advice. However, we are not veterinarians and cannot prescribe or provide you with a consultation on medications. If your pet is ill you should visit your local veterinarian who specializes in reptiles and exotic creatures.