Q: How do I check my order status?
A: Click on “My Account” / (your profile name), then check under “Order history and details“. To view the status history, comments and tracking data of an order click on “View”. You can print an Invoice by clicking on “Print” on the Order details page.
Q: What does “Pending” mean?
A: Your order is either awaiting verification or Payment processing.
Q: What does “IN PROCESS OF SHIPMENT” mean?
A: Once your payment has been authorized, your order status will be “Processing”. The order is awaiting for shipment. Usually the order is ship 12- 24 hours after being processed.
Q: What does “Shipped” mean?
A: Your payment has been received and we have shipped your order. Orders can not be cancelled or refund now.
Q: What does “Not Processed” mean?
A: We reserves the right to deny any service at our own discretion and without any reasons. Another case, If we cannot contact you at the email address you provided. We also take part in a global loss prevention Blacklist project. If your details match an entry in the blacklist, we will not accept orders from you.
Q: My order history is showing more than one shipping date, why is that?
A: There is only one shipping date for each order, that date where your order history has the comment “Shipped on (DATE) from (COUNTRY)”. After the order has been shipped, there might be new entries to your order history, but the status would remain the same: Shipped.
Q: How do you ship? What carrier is used?
A: We ship daily from Mondays to Saturday, from several locations. Orders received on weekends will be shipped the following business day. We use registered air transports and the supplies are delivered by the best services. In some cases, a signature will be required upon arrival.
Q: How much do you charge for shipping and handling?
A: Flat shipping rate is $100.00 USD and shipping will be free on orders over $1500.00 USD.
Q: Can you “overnight” my order?
A: Overnight delivery is not possible. Unfortunately currently we do not have this service.
Q: Can you use FedEx/DHL or UPS for my order?
A: No order can be shipped by FedEx or other couriers at present.
Q: How long will it take until I get my order?
A: It depends on where you are and what you order. Customer Service will give you the details by e-mail once your order has been processed. As an approximate guide, 7 – 14 days will work for most countries including the USA. These are estimates only; we cannot be more specific as we do not have control over the efficiency of the delivery service. Please only contact us if your order has not arrived after 15 days from the shipping date found in your order history (found when logging into your account).
Q: Where do you ship from?
A: We have different suppliers around the world. Usually the order is shipped from U.S and sometimes from Africa and Europe, depends on available stock, the pet you want to sort, the possibility that the order does not stay in keeping, etc.
Q: What does your “shipping guarantee” mean?
A: If your order has not arrived after 15 days, please contact us and we will look into it and track the shipment. We will offer you at our sole discretion, one of the following options: refund or free-reshipment. The option offered to you will be determined after consulting with you and according to your previous order history and our loss prevention guidelines. We welcome your feedback after the arrival of your order, it allows us to estimate better the average shipping time for other customers.
Q: Do you ship to the UK / Canada / Europe?
A: We can dispatch to UK or Europe without any problem, depending on the animal you wish to order. Canada is also possible.
Q: What happens if I am not home to sign for my order?
A: The delivery person will leave a slip or card at your delivery address and you can pick your order up from the closest live stock office that is serving your area. In some cases you can arrange a re-delivery. If you have not been notified, you may ask the post office if there is an item waiting for you. Orders returned or rejected will NOT be received by us, do not return any medications, they might get lost and you will not receive a refund.
Q: What payment methods are accepted?
A: We work with Western Union and Money Gram. Another option could be paying through Bitcoins, Gift Cards, google pay, Apple Pay, zelle, Cashapp and PayPal.
Q: How secure is ordering from the Internet?
A: For your security we are using SSL Encryption (Secure Socket Layer). This technology encrypts all communication between the sites secured pages and your computer making it safe to submit personal (e.g PayPal, credit card) information. We have chosen to use 256 bit encryption, which is one of the strongest, more secure security methods available.
A: The following scenarios are definitions of fraud: a) Non-payment of shipped orders b) using a third party credit card without cardholders consent c) providing false contact information d) requesting charge-back or reversal of credit card charges for orders that have been duly referred by us and shipped.
Q: I need some animals that are not shown on your site. Can you get them for me?
A: Possibly yes, please email email@example.com with the details of the Insect, We will notify you by email once we have added the item to our web site, so you’ll be able to place your order.
Q: How does the order process work?
A: After submitting your order successfully, we will process your order internally. You can see the status of your order until it has been shipped in your order details after logging in. You can checkup on the status of your last ten orders by logging in to the website with your e-mail address and password.
Q: Do you accept insurance?
A: Yes, we do accept insurance.
Q: My order was rejected because I am blacklisted, what is this and how do I get off the list?
A: One of our partners might have added your details to the blacklist, for example if you disputed a payment, threatened to dispute a payment or reported unusual losses to your address. The same thing works the other way around, we will notify the fraud to partner supplier as well as the bank and credit card institution. You might be able to get off the blacklist by paying owed money to the agency that blacklisted you. You are not going to be able to place an order with your credit card, but we will offer you another payment method.
Q: If I create an account / login with your site, do you charge a membership fee?
A: No, we do not charge for or offer any type of membership. We only charge for your orders, once they have been submitted.
Q: Where are you located?
A: Our head office is located at CA. We source our animals from reputable whole sellers and breeders around the world.
Q: Do you offer automatic reorder?
A: No, we do not offer automatic reorder. If you wish to order again, please place a new order through our web site.
Q: I am having technical difficulties with your website or reaching customer service.
A: Some ISPs are filtering e-mail from our help-desk system. If you do not get correspondence from us upon placing your order or sending an e-mail inquiry, check your “spam filter” settings on your e-mail account and try e-mailing customer service from an alternative address. Customer service can be e-mailed from the contact us page on this web site.