Contact Information

Temporary Exception / Delay Notice

A temporary exception to typical order processing times is in effect. Please check the Updates Page for expected order processing times before contacting us for order updates. Every minute counts, and our whole team is working to pack & ship orders ASAP! We are unable to honor requests for rushed processing, order add-ons, or special order modifications at this time.

Weather Related Exception / Delay Notice

A weather event may impact order processing times. Please check the Updates Page for expected order processing times.

Communication

For the fastest solution, please check the FAQ + Helpful Links List (right) before contacting us.

Show Contact Info

Our contact info is listed below our Interactive FAQ. Please check it for the fastest solution!

Email (Preferred):

support@neherpetoculture.com

Phone (Calls Only):

203-768-3414

Location

New: Walk-In Showroom!
161 Woodford Ave. Unit 58A
Plainville, CT 06062

Trouble finding us?

Trouble finding us?
Use our neighbor's address:
164 Woodford Ave.
Plainville, CT 06062

Show Std. Address

Showroom Hours

Mon-Fri: 9:00AM-6:00PM
Saturday: 11:00AM-6:00PM
Learn More

Select Department To View Hours:

Showroom

Cust. Service

Logistics

Service Hours

Mon-Thu: 9:00AM - 4:00PM
Friday: 9:00AM - 12:00PM
Sunday: Closed

Select Department To View Hours:

Showroom

Cust. Service

Logistics

Logistics Hours

Mon-Thu: 6:30AM - 5:30PM
Fri-Sun: Closed
Orders Process Mon-Thu

Select Department To View Hours:

Showroom

Cust. Service

Logistics

Support Statement:

The best customer service in the industry

We're here to help if you have any questions about your order! Clients that are using NEHERP-sourced supplies to design their habitats qualify for free in-depth consultations for related topics via email. We're glad to offer great customer service to anyone who has supported (or will soon support) us, so don't hesitate to reach out! :-)

Response Times:

How we handle communication

We don't use automated responses or answering services, so you'll always be working 1-on-1 with an actual human. We always do our best to respond ASAP! The expected response time for order-related topics is typically 1-36 hours during service hours. More casual topics can take 1-2 business days, depending on our workload.

View our full store policy on our Order Info Page.

Interactive FAQ:

• When will my order ship?
Order Processing Schedule:
Supply Orders: 1-2 Business Days
Feeder Orders: 1-2 Business Days*
Plant Orders: 1-3 Business Days*

* Weekend Hold Notice:
To ensure the best chances of live arrival, we schedule perishable orders to avoid the 2-3 day delay associated with shipping over weekends. If your order contains perishables and was placed before a weekend, it will likely ship Monday for a quicker & safer transit! ♥ This applies to orders containing perishables only, not supply orders. • Has my order shipped?
We send an "Order Shipped" email once your package is outbound to the email address that you included during checkout. (Check SPAM too!) If you haven't received a "shipped" email and it's been longer than what's described in our Order Processing Time, please contact us for info. (support@neherpetoculture.com / 203-768-3414) • Check an order's status
Our small business does not store sensitive customer data on our server, so we don't offer an on-site way to check order status. Instead, we offer "order confirmation", "order shipped", and "order delivered" updates via email. Be sure to check the email address you provided during checkout! • How long will shipping take?
Ground Tranist • Standard Shipping: 1-5 business days (Map)
Express Tranist • Express Shipping: 1-2 business days (Map)
• Are perishables guaranteed?
Perishable Guarantee:
Our live arrival guarantee applies to all perishable orders which have a qualifying shipping method selected during checkout. If temperatures fall within the guaranteed range listed in the shipping method (shown in-cart), and the order is accepted on the first delivery attempt, the order's contents will qualify for our live arrival guarantee! If any guarantee-eligible perishables arrive in less-than-great condition, please email photos to support@neherpetoculture.com within 12 hours of receipt to qualify. We make this process easy, and will replace or refund any damaged products for you ASAP! Orders with items totaling $30 or more qualify for free replacement shipping. Orders under $30 may have replacements included with a future order, or after covering a shipping fee. • Can I add something to my order? You are able to add to a pending order up until it has been packed for shipping. Use our Add On tool to mark your new shopping cart's contents as an add-on, without paying another shipping fee.