Shipping Info / Terms

 

SHIPPING & TRANSIT SCHEDULE

(all times Eastern)

  • Main ship day: Monday

  • Possible extra ship days: Tuesday & Wednesday (only if dry-ice inventory allows)

  • Cut-off: Orders received by 8:00 AM Monday are guaranteed to ship that same week. Orders placed after 8 AM Monday may ship the same week; otherwise they go out the following Monday.

  • Transit time shown at checkout = business days after we hand the box to FedEx.

Service-Level Disclaimer – FedEx does not guarantee delivery time or date. Weather, mechanical issues, or carrier error can add extra days beyond our control.

FROZEN-ARRIVAL GUARANTEE

We pack every order in an insulated box with enough dry ice for the quoted transit time plus one extra day.
If your package arrives thawed:

  1. Email us the same calendar day at [email protected].

  2. Include your order number, a brief description of the issue, and clear photos of

    • the affected product, and

    • the original packing slip inside the box (showing our employee’s signature).

When these steps are met, we will replace or refund the affected items at our discretion.

CUSTOMER RESPONSIBILITIES

  • Accurate contact & address information at checkout and in the confirmation email.

  • Immediate package check. Open the box right away, verify contents, and look under the dry ice for any missing packs.

  • Safe drop location. We ship No Signature Required; make sure FedEx can leave the package out of direct sun or extreme heat.

  • Same-day pickup if you selected Hold at Location during checkout.

  • Do NOT refuse delivery. Even a multi-day delay can arrive frozen—refusing destroys the evidence we need for a claim.

LIMITATIONS & EXCLUSIONS

  • Recipient-initiated changes (address correction, vacation hold, redirect, or “Hold at Location” requested after we ship) typically add 24–48 hours of transit and void the Frozen-Arrival Guarantee.

  • Orders cannot be altered, cancelled, or rerouted once they have shipped.

  • We do not ship to P.O. boxes.

  • Dry-ice safety: Do not handle dry ice with bare hands. Allow any remaining dry ice to dissipate outdoors or place it in a well-ventilated trash receptacle. Contents are not for human consumption.

  • While feeders arrive fresh and frozen, we cannot guarantee that every animal will accept frozen/thawed prey.