Support

My animal arrived dead or injured. What do I do?

Start the clock from when you picked the box up at the FedEx Hub. You have 2 hours to report it, so open the box straight away. Then:

1. Unpack and inspect the animal right away.
2. Take clear photos and video of the animal, plus photos of the packaging and the shipping label.
3. Email them to dakinverts@gmail.com within the 2 hours, with your name and order details.
4. Keep everything — the animal, its container and all the packing — until we've finished reviewing the claim. We may ask for more photos or video.

Once a claim is verified, you'll get a replacement of the same species if we have one (you cover the shipping on the replacement), or store credit for the animal's price if we don't. The full rules, including what can void the guarantee, are in the Live Arrival Guarantee and its requirements.

Are all sales final?

Yes. Because we sell live animals, all sales are final and we don't give money back to your card or payment method. A problem on arrival is covered by the guarantee above, with a replacement or store credit. Shipping charges can't be returned or turned into credit once the FedEx label has been made. See the sales section of our store policy.

If something else is wrong with your order, email us first. We'd rather hear about it and try to sort it out.

Why FedEx Hub pickup, and what do I bring?

Every order ships to a FedEx Hub for you to pick up. We don't deliver to homes. The animal spends less time on a truck and never sits on a doorstep. We'll confirm which hub with you before your order ships.

1. Bring a government-issued photo ID. The name has to match the name on the shipping label.
2. Pick the box up the same day it's ready at the hub.
3. Don't change the address, date or routing with FedEx yourself. Email us instead. Changing it yourself can void the guarantee.

The details are under Shipping in our store policy.

When will my order ship?

We ship Mondays and Tuesdays only. Order before Saturday noon ET and it goes out that coming Monday or Tuesday. Anything after that waits for the following week. We'll hold a shipment and get in touch if the weather is too hot or cold, around holidays, or if the animal has just molted or is about to. You'll get tracking as soon as the label is made. More on how shipping works.

How much is shipping, and is there a minimum?

Shipping is a flat $50, and free on orders of $400 or more. The minimum order is $70 of animals and items, not counting shipping. The cart will tell you how much more you need to add. See Minimum Order.

How can I pay?

By card at checkout. If you'd rather use Zelle, Venmo or Cash App, email your order to dakinverts@gmail.com instead and you'll get 6% off.

I put in the wrong address, email or phone number.

Email us as soon as you notice, ideally before the Saturday cutoff. We need your correct name, address, email and phone number to ship to you, and the guarantee depends on them being right.

Where do you ship, and who can order?

We ship to the lower 48 states only, so not to Hawaii, Alaska or US territories. You need to be at least 18. It's also up to you to check what your state and city allow, and to read up on the care your species needs before you order. See Buyer Responsibility.

Can you get a species you don't have listed?

Ask us. Email what you're looking for and we'll tell you if it's something we can get.