Frequently Asked Questions

  1. How can I contact you?
  2. Can we ship snakes through Reptiles Express?
  3. If Carrier does not deliver on time, do I get my shipping charges back?
  4. If my reptile arrives dead, can I claim against the value of the reptile?
  5. Can we use the Reptiles Express Service to ship any venomous reptile?
  6. Are there any coupon codes available?
  7. Can I cancel an unused label?

Answers…

  1. How can I contact you?

    Click on the Contact Us link in the Customer Service menu.

  2. Can we ship snakes through Reptiles Express?

    YES! We have reached an agreement with The Carrier that allows Reptiles Express members to ship snakes, but of course that means NON-VENOMOUS ONLY! NO VENOMOUS SNAKES ALLOWED!

  3. 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 out contact us page to put in a request for shipping refund 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 same 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

    Note that Carriers do not refund shipping costs if they deem the problem is a result of an "Act of God" (weather, etc.).

    We dispute all request the following Wednesday when we receive our bill. You will receive a follow-up e-mail in regards to the refund once disputed with FedEx. 

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

    No. Carriers do 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.

  5. Can we use the Reptiles Express Service to ship any venomous reptile?

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

  6. Are there any coupon codes available?

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

  7. Can I cancel an unused label?

    Yes! Contact us within 1 month of the label being created on our "Contact Us" page to request for a full refund and to cancel the label. Once the request has been processed you will receive and e-mail notification of the cancelled label. 

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