Home :: Customer Service :: Frequently Asked Questions

Frequently Asked Questions

  1. How can I contact you?
  2. Can we ship snakes through ReptilesExpress?
  3. If Carrier does not deliver on time, do I get my shipping charges back?
  4. If my Reptile arrives dead, can I claim against the value of the Reptile?
  5. Can we use the ReptilesExpress Service to ship any venomous reptile?

Answers...

  1. How can I contact you?

    Click on the Contact Us link in the Customer Service menu.

    Back to Top

  2. Can we ship snakes through ReptilesExpress?

    YES! We have reached an agreement with The Carrier that allows Reptiles Express members to ship snakes, but of course that means NON-VENOMOUS ONLY! NO VENOMOUS SNAKES ALLOWED!

    Back to Top

  3. If Carrier does not deliver on time, do I get my shipping charges back?

    Although late deliveries are rare (only 2 or 3 per 100 shipments in our experience), it is important to understand that no Carrier is 100% perfect and delays can occasionally happen. If one of your shipments does arrive late, call us and we will file the claim for you. If the Carrier considers it a "service failure" (late delivery that is the fault of Carrier), they will refund the shipping charges after which we will reimburse same to you less a small processing fee (which may be subject to change as costs require). Currently the Claims Processing Fee is:
    • $4.95 per package
    Note that Carriers do not refund shipping costs if they deem the problem is a result of an "Act of God" (weather, etc.).

    Back to Top

  4. If my Reptile arrives dead, can I claim against the value of the Reptile?

    No. Carriers do not guarantee live delivery of live or perishable products. Proper packaging is critical to minimize the chance of your reptile dying in transit. All animals must be shipped via OVERNIGHT service (Priority Overnight or Standard Overnight). This is a Carrier requirement and failure to do so can lead to suspension of your Reptiles Express membership.

    Back to Top

  5. Can we use the ReptilesExpress Service to ship any venomous reptile?

    NO. Venomous reptiles of any type are strictly prohibited from being shipped through Reptiles Express and the Carrier networks. NO VENOMOUS REPTILES!

    Back to Top