Frequently Asked Questions

1. How can I contact you?
2. Can we ship snakes through Reptiles Express?
3. I didn't receive the correct supplies, how do I get the correct ones?
4. My package is delayed! What do I do?
5. If carrier does not deliver on time, do I get my shipping charges back?
6. If my reptile arrives dead, can I claim against the value of the reptile?
7. Can we use the Reptiles Express Service to ship any venomous reptiles?
8. Are there any coupon codes available?
9. Can I cancel an unused label?

Answers…

1. How can I contact you?

   Phone number: 404-480-3706
   Email: support@reptilesexpress.com
   Or submit a contact form.

2. Can we ship snakes through Reptiles Express?

   Yes, but of course that means NON-VENOMOUS ONLY!
   NO VENOMOUS SNAKES ALLOWED!

3. I didn't receive the correct supplies, how do I get the correct ones?

   Please email us within 48 hours of receiving your order!
   Be sure to include the following:

   • Order number.
   • Pictures of what you received (especially if items were damaged).
   • Complete list of what's missing/damaged.

   
   If it has been over the 48 hours we will be unable to assist you.

4. My package is delayed! What do I do?

   You don't have to do anything! We keep track of all packages that ship out and work closely with FedEx to make sure they are safe if there is a delay. If you need to make any changes to the shipment or have any questions, please reach out to us directly and not FedEx. Please be aware that any changes made can result in additional delays.

5. 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, visit our contact us page to put in a refund request 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 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

   
   Refunds will not be issued if the carrier determines the delay is the result of an "Act of God" (weather, etc.).

   All dispute requests are processed on that following Wednesday and we will contact you with the results.

6. If my reptile arrives dead, can I claim against the value of the reptile?

   No, the carrier does 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.

7. Can we use the Reptiles Express Service to ship any venomous reptiles?

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

8. Are there any coupon codes available?

   We post all the updated information on our social media sites.
   Please follow us on Facebook, Twitter, and Instagram to see the recent news and offers. 

9. Can I cancel an unused label?

   Yes! Contact us within 1 month of the label being created to request a full refund and cancel the label. Once the request has been processed you will receive an e-mail confirmation.