Our customer service team is always here to assist.
Orders & Shipping
Common purchase questions
Your shipping cost is determined by what you are purchasing and where it is shipping to. After you have added all your desired items to your cart, please use the shipping calculator on the cart page to find your total shipping cost.
You are able to pick which day you would like your animal(s) shipped on the checkout page. You are able to schedule your animal to ship up to 5 days ahead of time. No matter what date you pick, your shipment will still be sent Next Day Air.
All live, non-venomous reptiles ship via UPS Next Day Air on the shipping date that you select on the checkout page. Most shipments are delivered before 12PM but your exact delivery time will depend on your local delivery route. All live animal shipments require a signature upon delivery. There will need to be an adult present to sign for the shipment when it arrives. It will not be left unattended.
We guarantee live, visibly healthy arrival on all of the animals we ship. If there is any issue with any of the animals you receive please contact us immediately at 954-428-8005 or use this link to report an issue: http://undergroundreptiles.com/orderissue
If your local temperature is between 36 and 89 degrees then we can guarantee live arrival for your animals straight to your requested shipping address. If your temperature is 26-35 or 90-99 degrees then we can guarantee live arrival if you elect to pick it up at a local shipping facility. If the temperatures are higher than 99 degrees or lower than 26 degrees we can still ship but we cannot guarantee live arrival. We are experts at packing our animals to survive many extreme temperatures and have shipped animals to negative temperatures in the past and our animals have arrived just fine.
You will receive a tracking number for your shipment on the evening of your ship date. This tracking number will be sent via email between 5PM and 9PM Eastern Standard Time on your shipping date. You will be able to track your shipment by clicking on the link in this email. Also, if you have created an account on our website, you can track your shipment on the orders page (CLICK HERE) located in your account profile.
All venomous reptiles are shipped with Delta airlines to your closest airport. The are double containerized and shipped in a sealed hot box container.
All mammals are shipped with Delta Airlines to your closest airport.
Orders which contain frozen items are shipped Tuesday thru Friday via the shipping method selected at checkout. We ship all of our frozen orders with plenty of dry ice to ensure the contents are still frozen upon delivery. All frozen items ship separately than live animals and supplies. Orders containing frozen items must be placed before 12pm for guaranteed same day shipping.
All crickets orders are shipped separately than animals, frozen feeders and supplies. Crickets are shipped Monday thru Thursday. We offer overnight and 2-day shipping options for all cricket shipments. You must place your order before 9AM for your order to ship on the same day. If your order is placed after 9AM it will ship on the next shipping day.
Hornworms ship via FedEx or USPS. They are usually delivered in 2-3 days from the date of shipping. All hornworm orders are shipped separately than other animals, feeders and supplies. Hornworms are shipped Monday thru Wednesday. You must place your order before 9AM for your order to ship on the same day. If your order is placed after 9AM it will be shipped on the next shipping day.
Changes & Returns
If you need make any changes
We do have a strict no return policy for animals and feeders shipped from our facility. We do accept returns on supplies. Please contact us here to arrange a return.
It you did receive an item that was damaged please click here to report it.
Please contact us at 954-428-8005 request any changes to your order.
Please contact us at 954-428-8005 request any changes or cancellation your order. All cancellations requests will be subject to our cancellation policy outline in our terms & conditions.
For the most part we do not take pre-orders on animals and items which are out of stock. We do occasionally offer pre-orders on some animals during certain seasons.
You can always signup for our notification list to be notified when an animal you are looking for is back in stock. Please visit the animal page you are desiring and enter your email address in the notification list box.