Customer Service2

Customer Service

ORDERING

PAYING BY CREDIT CARD
We take all major credit cards - American Express, Visa, Mastercard, Discover, PayPal, Zelle & Venmo.

CANCELING/CHANGING AN ORDER
Once an order is placed it is a commitment to purchase. We will do our best to accommodate an "after order" request but we may be unable to modify and under no circumstance are we able to cancel an order.

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 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

  • Live animal orders - $44.95 Overnight Delivery $12 Box & Packaging Fee
  • Frozen Feeders - $39.95 Flat Rate (up to 100% fill of the box)
  • Live Insects - $15.95 for First Box and $7.95 For Additional Boxes

SHIPPING LIVE ANIMALS
Orders placed Monday through Thursday by 1 PM EST ship the same day via NEXT DAY AIR.
Live Animal orders placed from Thursday after 1 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 require a health certificate before we can ship your pet.
    If this is the case for your order we will contact you for the $21.00 fee and schedule the vet appointment.
    Currently, these states are; GA, ID, OH, VA, WI, WA, WV, MT, UT, MO
  • MI & IL require a special $30 electronic vet certificate.
  • Most of our live animals ship from our breeding facility in the Florida via NEXT DAY AIR.
  • 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
Live Feeder orders placed Monday through Thursday by 2 PM EST ship the same day ordered via USPS Priority Mail.
Live Feeder orders placed from Thursday after 2 PM EST through Sunday will be shipped on the following Monday.

Please Note! 

  • Live feeders ship from our live feeder facility in the mid-east United States via USPS Priority Mail.
  • 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 Thursday will ship the following Monday.
Frozen feeder orders placed Friday through 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

SHIPPING COSTS

  • Live animal orders - $44.95 Overnight Delivery $12 Box & Packaging Fee
  • Frozen Feeders - $39.95 Flat Rate (up to 100% fill of the box)
  • Live Insects - $15.95 for First Box and $7.95 For Additional Boxes

SHIPPING LIVE ANIMALS
Orders placed Monday through Thursday by 1 PM EST ship the same day via NEXT DAY AIR.
Live Animal orders placed from Thursday after 1 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 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
  • MI & IL require a special $30 electronic vet certificate.
  • Most of our live animals ship from our breeding facility in the Florida via NEXT DAY AIR.
  • 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
Live Feeder orders placed Monday through Thursday by 2 PM EST ship the same day ordered via USPS Priority Mail.
Live Feeder orders placed from Thursday after 2 PM EST through Sunday will be shipped on the following Monday.

Please Note! 

  • Live feeders ship from our live feeder facility in the mid-east United States via USPS Priority Mail.
  • 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 Thursday will ship the following Monday.
Frozen feeder orders placed Friday through 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.

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).