Live Animal Policy

Our Live Animals Are Guaranteed

Big Apple Pet Supply guarantees all the reptiles, frogs, tarantulas & scorpions we sell to be captive bred (With the exception of those noted farm raised and/or field collected species). 

We guarantee that all reptiles, amphibians, tarantulas & scorpions we sell are voluntarily feeding before shipping and will be healthy upon arrival. Reptiles come with a 3 day health guarantee after arrival and Amphibians, Tarantulas & Scorpions are a live arrival only guarantee.

Notification of any issue must be made within 24 hours of delivery and if DOA you must supply several digital pictures (3 angles) of the reptile or amphibian on it's back (belly up) via text or to Sales@BigApplePetSupply.com Our phone lines are open 8:30 to 5:00 EST Monday thru Friday and voice mail and email and text is available all non-office hours. 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 or frog but shipping costs will be the responsibility of the customer. Under no circumstances are reptiles or frogs returnable or refundable... in the event of a live animal claim, replacement or store credit are the only options.

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.