Do you ship to Hawaii, Alaska, US territories, or Internationally?
Currently, we only ship to the contiguous U.S(Lower 48).
I have a discount coupon code, how do I apply it to my order?
You can apply coupon codes from the View Cart page(directly under the “Proceed to Checkout” button). You can also enter your coupon code on the top of the Checkout page(directly above the “Billing Details” section). We can not issue partial refunds or issue any type of credit to you if you fail to apply any coupon prior to checkout.
What exactly happens after I place an order?
After you place an order you will receive a confirmation e-mail from us with your order details. We will begin processing your order immediately and getting it prepared for shipping. When your order ships, you will receive another e-mail from us which will include order details, shipping information and a tracking number. Please allow up to one day for tracking information to be updated.
How long will it take for you to process and ship my order?
Most orders ship within one business day of receiving the order. We schedule shipments based on transit times and day of the week. This table shows your estimated shipping day based on your shipping zone. You can check your shipping zone on the USPS Price Calculator using: Old Hickory, TN 37138 as the “From” Zip Code, select Standard Package(Less than 12 inches) with USPS Priority Mail Standard Class. Please Note: Orders placed before 12pm CST will ship same-day. We will try to get orders placed after the cutoff time shipped same-day, but we can make no guarantees. We do not ship on Sundays.
|1 Day Zone|
|2 Day Zone|
|3 Day Zone|
What carrier and service class do you use?
Most orders will ship USPS Priority Mail, which typically delivers in 1-3 business days after your order ships. Under some circumstances, we may ship your items via UPS or Fedex. When your order ships, you will receive an e-mail notifying you of shipping carrier, service/class and tracking number. Use this tracking number to stay updated on the status of your package and estimated delivery day.
How do you package orders for shipping?
We package all of our live products with extreme care in an effort to prevent loss of live products during transit. Every shipment is packed in an insulated box with either an ice pack, heat pack, or neither based on outside temperatures.
Do you guarantee your products to arrive alive?
Yes! We guarantee our live products to arrive alive and active. If they are DOA(Dead on Arrival) we will replace them at no cost to you.
My package is lost, delayed or damaged during shipping. What happens now?
For lost or delayed packages, please allow 5 business days before you take any action. After 5 days, contact the carrier to find out if your package can be located. If your package still has not arrived after 7 business days, please contact us after contacting the carrier and we will take the necessary actions needed. Please understand that we must wait a minimum of 5 days before we can do anything at all due to carrier rules.
My order arrived dead, what should I do?
On very rare occasions our products may die during shipping. If this happens, contact us immediately and do not open the bottle, use the bottle, or break the seal over the bottle cap. If you break the seal and we believe the item has been tampered with or used, we may not replace the item. Furthermore, in some cases we may require the dead item(s) to be returned to us prior to issuing replacements.
I have a (insert animal), what live product do you recommend for me?
Please see our Live Food Chart to see what products we recommend for your animal. If you can’t find a recommendation for your situation or still have more questions, please Contact Us and we will answer any questions you have.