Shipping policy
Shipping Polices
Currently we only ship within Canada.
We ship out Mondays, Tuesday and Wednesday for most orders.
Domestic orders for frogs are all shipped by Reptile Express or similar service. Reptile Express and others does stop shipping when temperatures get too hot or too cold. Ie. December shipping is generally closed for all LIVE animals. We also will track weather along the shipping route in other months and will only ship when it is not too hot or cold for the animals safety. Animals will be held in such cases and alternative shipping date arranged to ensure animal safety.
Most orders with live goods that are shipped with Canada post ( plants, feeders, isopods)will be marked “Hold for Pick up” and a notice left. please note Canada post does not transport live insects Nov-Feb do to cold so alternative shippers would be used. We may use alternative shippers( USP, Fed Ex etc…) for such good from time to time depending on location and delay volumes.
No live animal shipping is available to most Canadian locations Mid Nov- Jan 12th and animals will be held for the customers. Some locations staying below freezing may have animals held longer.
Live Arrival
We offer live arrival guarantee on all frog/reptiles shipments, within Canada, even in cases of carrier error provided the following stipulations are met.
1) Customer arrives at the airport/depot at the specified arrival time for air cargo or are home to receive shipments delivered by Reptile Express.
2) We are notified of any problems within 2 hours of the arrival of shipment
3)Proof must be provided, generally in the form of photographs/video, however in some cases we may request the bodies returned to us or a vet necropsy at customers expense.
In the case of DOA’s, replacements will be offered only if the aforementioned stipulations have been met. We will offer replacements of the same species/phenotype, or if unavailable other species of equal or lesser value (if requested and agreed upon by both the claimant and Herp Hut) or store credit. No cash refunds will be issued.
Gecko Tail drop
In the shipping of live geckos, a dropped tail is considered a natural occurrence and not a defect, most species of Gecko we sell will regrow a tail over time. Herp Hut is not responsible for tail drop as this is not considered a defect and does not effect animal health. We will not ship an animal missing a tail until it has regrown however No compensation, refunds, or returns are offered if a gecko loses its tail during transit.
In all cases the buyer is responsible for all shipping costs involved with the replaced animals or goods.
Herp Hut offers no specific guarantee on animals after they arrive, aside from them being in apparent good health and overall good condition upon arrival. Failure of an animal to thrive after arrival may be due to any of many different factors, and thus it is often difficult to assess the reason including care, enclosure conditions etc.... We should be notified immediately of any problems in order to address them promptly to determine the problem and offer suggestions or corrective measures for a possible solution. No replacements will be offered after the 2 hour window of arrival. In cases where replacements are issued the buyer is responsible for ALL shipping costs.
The customer should receive a tracking number or link for all live shipments. If you do not please contact us via e-mail at info@herphut.ca
Herp Hut makes no guarantee to the long term health of animals or their reproductive success, as husbandry variables that contribute to the long term success and well being of the animals is completely out of our control once they leave our care.
It is the responsibility of the purchaser to ensure that the shipping address is correct in their confirmation. Herp Hut will not be held responsibility for packages delivered to an incorrect address as a result.
Plant, Isopods and Feeder Shipments
Our plants, isopods and feeders are available only for customers in Canada.
We are now shipping mostly with Canada Post and UPS ( however Herp Hut may choose another shipper depending on shipping volumes of each carrier and destination)with next day/2day delivery for most locations. Our live/safe arrival of plants /isopods and feeder guarantee has the same conditions as shipping live animals mentioned above. We do have less control over how plants, isopods and feeders are handled once they are in the hands of the courier but rarely do we have issues or delays.
Canada Post does not ship plants, isopods or feeders from October 31st to March 1st.
Local Pickup
Local pickup is available in Victoria BC by appointment only .We do not have a retail store open to the public and drop in are not possible.
Orders placed on our site that the customer marks for "pickup" will be packed by the next day by 2pm in MOST cases, however a customer should not attempt a pickup until they receive notice the order have been filled and they received an e-mail to arrange a specific Pickup time and day.
Shipping Delays and transit times
All shipping times are estimates only and outside our control. We have no control over shipping carriers and do not Guarantee their advertised shipping times.At time of shipping we try to pick a currier experiencing the least amount of delays when possible.
Most orders placed with our online store to ship to the customers Thur-Sun will be filled and shipped Mon,Tue or Wed. This is done to try and avoid orders getting stuck in a warehouse over the weekend. Holidays and currier conditions may delay this from time to time and no guarantees are given by Herp Hut for actual ship or transit times.
Herp Hut will in most orders send the customer a tracking number upon the orders being filled and pickup that can be used to track your order.
Harbour Air Shipping
Harbour Air shipping is available for the destinations they fly. A standard package rate is available for live animal shipments only at this time.
Glass Products
Herp Hut is not responsible for glass products damaged during shipment, including but not limited to, terrariums, heaters, lighting, and bulbs. No carriers will insure glass items. Please arrange insurance with your own company if needed. Used glass products are non-returnable.
