Please check the common topics list (right) before contacting us. We're always happy to help, but you might be able to find your answer even faster right here on the website. If you can't find an answer to your question, please click to show our contact info.
Note: We're only able to offer vivarium & husbandry support to those who have supported, or will soon support our company. (Learn why below)
Email communication is always the fastest way to reach our team.
New England Herpetoculture
5 Cross St.
Meriden, CT 06451
Monday: 7:30AM - 5:00PM
Tuesday: 7:30AM - 5:00PM
Wednesday: 7:30AM - 5:00PM
Thursday: 7:30AM - 5:00PM
Friday: 7:30AM - 5:00PM
Saturday & Sunday: Closed
We support those who support us!
The best customer service in the business
We're glad to answer hundreds of detailed vivarium & husbandry related questions on a daily basis, and we appreciate the opportunity to help the hobby on such a level. Unfortunately, we've experienced an increase of hobbyists asking questions & requesting advice on how to create, maintain, or modify vivariums which were built using products that weren't purchased from us! While we're glad to go above & beyond to offer free vivarium support consultations via email to those who have supported (or will soon support) us, we are unable to offer the same customer service to those who aren't actually customers, since doing so ultimately hurts our small family business. In other words, if you'd like reliable & experienced support, please support our reliable & experienced business.
Customer Service Info
How we triage hundreds of emails & calls every week
We're glad to say that we don't use an automated calling service or auto-response emails, so you'll always be dealing with real humans who have actual vivarium & herpetocultural experience. Having said that, we're a small business tasked with responding to a tremendous quantity of communication every day. To ensure clients get the absolute best service we can provide, order related emails are our #1 priority, and are usually responded to on the same or next business day. Calls & emails concerning more casual topics are also responded to as quickly as we can, but may take us a couple extra days. With a limited support staff & an owner who's hard-of-hearing, we're not always able to get to the phone despite our best efforts, so email is always the fastest & preferred method of contact.
Learn more about our store policies on our Order Information page.