Company Policies & 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.
Simplified Store Policy:
What To Expect When Ordering:
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.
Transit Times Once Processed & Shipped:
• Standard Shipping: 1-5 business days (Map)
• Express Shipping: 1-2 business days (Map)
Basic Logistics Info
• An order confirmation email is sent instantly after ordering
• Tracking info will be sent once the order has shipped
• We process & ship orders Monday through Thursday
• Please take note of the weekend hold for perishables ↑
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 firstname.lastname@example.org within 12 hours of receipt to qualify. We make this process easy, and will either replace or offer store credit on 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.
Questions left unanswered? Check out our full policy:
Order Submission, Receipt, and Tracking Info
What to expect when you order from us
After placing an order, a complete copy of it's contents will be emailed instantly to the address provided during checkout. That email will also include basic order ship scheduling for your reference. If an incorrect email address was used while placing an order, or you have not received tracking with the below order processing schedule in mind, please contact us for tracking info.
Order Processing Schedule
When to expect your order to ship
Orders process and ship Monday through Thursday. We pack & ship orders as quickly as we can. Most supply & feeder orders ship within 1-2 business days of an order being placed, and orders containing plants usually ship within 3 business days. We do not ship orders containing perishables over weekends, to protect the contents from the typical weekend delay. For that reason, perishables going to more distant states may not ship until the following Monday/Tuesday, to ensure the contents avoid the weekend delay & arrive safely. Shipping type (Standard or Express) does not affect order processing times, except in our ability to avoid weekend delays. As always, if you are in a serious rush to receive any order, please email us after the order is submitted to keep us in the loop!
Typical Transit Times
Expected number of days in transit, after an order is processed & shipped
Please note these graphics illustrate how many business days an order usually takes to arrive once it's picked up by FedEx or USPS, after it's been processed at NEHERP. Processing times depend on the order's contents. Transit times may vary slightly.
Hard Supply Guarantee
What happens if the carrier gets "creative" with your box? We've got you covered!
We carefully pack every order, so damaged products are incredibly rare & unlikely to become an issue for you. In the unlikely event that a shipper damages your products during transit we will absolutely take care of it at no expense to you. If something arrives to you damaged, please email (email@example.com) or call/text us (203-768-3414) with photos of the damaged product & it's packaging and we'll help arrange for either a refund or a replacement ASAP. Please remember to include your name and email address in any correspondence. Shipping companies require photographic proof of damage for us to get reimbursed, so it's an important step which can't be skipped. We're eager to help, and we won't leave you in a bad spot!
Terms To Qualify For Our Perishable Shipping Guarantee:
1) A covered shipping service must have been selected during checkout (Use the tool above to see what's covered)
2) The delivery must have been accepted on the first delivery attempt (Please keep an eye on tracking information)
3) The claim must be made within 12 hours the package's delivery, and must include photos of damaged perishables
If a product arrives damaged while meeting the terms covered by our live arrival guarantee, we'll offer to either reship every damaged product at our cost or offer store credit for all damaged products. If the specific types of damaged perishables aren't available for any reason, clients may also be offered replacement product(s) of equal or greater value as a third option. How we handle it (reshipment, replacement, or store credit) is completely up to the client.
During cases of extreme weather or situations where FedEx has issued a transit delay warning, we may temporarily hold shipments & make contact to select a safer shipping window.
Reptile & Amphibian Shipping Guarantee
★ Our Record: 100% Live Arrival For 6 Straight Years! ★
We guarantee the healthy arrival of every animal we sell when the following guidelines are followed:
1) All live shipments require signature on arrival, and are shipped using FedEx Priority Overnight Express service.
2) Live shipments must be signed for by the recipient upon the first delivery attempt to qualify for our guarantee.
3) All claims must be made within 2 hours of receiving the shipment, and pictures will be requested & necessary.
4) We strongly recommend shipping to a FedEx location if possible, to maximize the chances of healthy arrival.
All live shipment expenses are quoted per order, typically ranging from $34-58, depending a client's distance from Connecticut. Shipping expenses include the cost of Phase 22 Pack(s), Insulated Case(s), Cup(s), LACEY Act compliant labeling, and soft fill. In the unlikely event that an an animal arrives DOA with the above guidelines followed, a replacement animal will be sent at no additional expense to the client. If replacement(s) aren't available, the customer will be refunded fully. (Including the cost of shipping) We use well insulated boxes, phase 22 packs, and 40 hour heat packs whenever necessary to maximize the likelihood of a successful live shipment.
FedEx/USPS Service Disturbances
Carrier delays directly affect our shipping schedules
Occasionally carriers send a notice when an issue is creating a delay in the delivery chain. Delays are usually attributed to natural occurrences (bad weather), and we try to keep these notices in mind when shipping perishables to clients, in an effort to ensure everything arrives safely. If we've been made aware of a delay issue in an area affecting an order, we'll get in touch via email with our recommendations. Major carrier delays are a fairly uncommon occurrence, but these can lead to delays in our order processing time table.
Shipping Service Info
Information about our shipping services
Selecting Shipping Method:
Shipping quotes for Standard and Express services are available during checkout, after entering in your shipping information.
Our "Standard Shipping" option can result in us shipping FedEx Home Delivery, FedEx Ground, UPS Ground, or one of USPS's equivalent services like Priority Mail. (Depending on delivery schedule & cost) The "Express" option is almost always FedEx's Express Air service. The final decision of which shipping method we use is at our discretion. If there's a strong preference for a particular shipper, clients may request using a specific service via email after an order is placed, but additional funds may be requested if the fee we incur will be higher.
LTL shipments are available to any client ordering over 250lbs worth of product. This is custom-quoted, and won't show up during checkout. There's no handling or palleting fee for this service, and we're happy to forklift anything onto the delivery truck to keep the expense as low as possible. (Hydraulic lift service is necessary only if you request it) If you'd like to place a large bulk order over 250lbs, please email us with a complete order list & your shipping address.
Incorrect Shipping Address Policy
If an incorrect shipping address is entered (or allowed to default via PayPal) during checkout, please use our Change Of Address Form ASAP. If the box hasn't shipped, that form will help ensure it gets to the right place. If the box is already on it's way, FedEx/USPS may require a fee to redirect the package. Sorry, but our business is not responsible for any costs associated with shipping packages to incorrect addresses which were provided during the checkout process. Please be sure the address included in the order is correct!
Shipper Error / Lost Shipment
What happens in the extremely unlikely event that the shipper loses the box?
Lost In Transit:
If you suspect the shipper may have lost your box in transit, please email us at firstname.lastname@example.org as soon as possible. We'll be glad to help you through the claims process on our end so we can accelerate the process. With the claim successfully filed, we usually get replacements out on the next scheduled shipping day. We know working with plants & animals can be time sensitive, so we'll do our best to make the re-ship process as quick & easy as possible. Please note that a delayed package is not considered "lost" until it says so in the Tracking Information provided by the shipper. Please don't file a claim with the shipping company without contacting us first! If you file a claim with the shipping company, our ability to file a claim for product will be blocked, and you'll be stuck waiting 2-3 weeks for the shipper to issue you a refund directly. If you contact us first instead, we'll quickly file the claim on our end and can usually refund or reship within 2 business days. We consider this service part of the benefit of dealing with our company, and we're happy to help you as quickly as possible!
Delivered, Not Received:
If a package's tracking info says "Delivered" but you haven't received the package, please email us at email@example.com ASAP. This situation is perhaps the most time-sensitive we encounter for shipping related issues. So long as the missing package is reported within 12 hours, we're almost always able to come to a resolution with FedEx. (They can either recover it & redeliver, or reimburse us so we can reship) Package deliveries are now tracked by GPS, so shipping companies are usually able to recover incorrectly delivered packages which are reported within 12 hours of delivery. If too much time goes by past the 12-hour mark, it may be extremely difficult to recover the package, and FedEx may refuse to reimburse us for their mistake. It is critical to keep an eye on tracking info, and we always recommend signing up for FedEx/USPS delivery notifications to ensure you are kept in the loop.
Ordered the wrong thing? We've been there. Here's how we can help.
We gladly accept returns & exchanges on unopened hard supplies in resalable condition for up to 14 days after product was received. We don't charge return/restock fees, but NEHERP can't be held responsible for return shipping costs when the items being returned were ordered & correctly shipped. Shipping cost may vary for the reasons explained on our "Shipping Cost Information" panel. For the protection of our clients & their awesome animals, we are unable to accept returns on any loose decor items or perishables. Please visit our returns page for complete details of what is & isn't returnable, and to start the returns process.
Cancelling Items or Orders
Non-refundable 5% Processing Fee
The corporations which process payments on our website bill our small business non-refundable fees based on a percentage of each transaction. For this reason, items and/or orders which were placed, then voluntarily cancelled by a customer will be subject to an (up to) 5% non-refundable processing fee. Please understand that our small business does not own our payment platform, and we are at the mercy of these payment processing corporations regarding non-refundable fees. Reasonable exceptions will be made for items and orders cancelled due to unexpected stock issues and extreme order delays (outside of the Order Processing time). These fees never apply to items damaged in transit, including perishable items which don't arrive in good shape. Only orders which are voluntarily placed, then voluntarily (partially or fully) cancelled will have this fee applied, since this practice would otherwise hurt our small business.
Price Match Policy
We do our best to keep our prices as low as possible. If you've found a lower price on a name brand item from a competing herp-shop, please email us with a link to the competing product page for a price-match. We'll do our best to match any vivarium or herp supply business's price on any brand name item we sell! Please Note: Third party & corporate supply marketplaces are ineligible for price-matching, as they are not competing herp-shops, and are very often predatory against small businesses like us. Sorry: No price matching on perishables, non-branded items, items of unequal quality, or wood decor.
Customer Support Policy
The best customer support service in the vivarium hobby
If you have a question regarding an order, just shoot us an email, and our team will be glad to help. We do not use an automated calling service, auto-response emails, or any non-human related methods of communication. Emails related to orders are typically responded to the same or next business day, and non-order related inquiries can take a little longer for us to get to. Every member of our team is either a herpetoculture enthusiast or professional, so you can rest assured you'll be getting top-notch advice for the topic at hand. We're proud of our stellar customer service record, profesional husbandry advice, and we guarantee that our level of one-on-one customer service will meet or exceed your expectations.
Basic Vivarium Support:
We offer free product support for any item purchased directly from our company, and we encourage customers to reach out with any related questions they may have. Even more detailed free basic live vivarium consultations (via email) are available to customers who have purchased related Vivarium Kits.
Our team has worked with hundreds of animals over the years, and our team is comprised of experienced hobbyists and (current & "retired") professional breeders. When it comes to supporting customers who are using NEHERP-sourced supplies, we're glad to offer advice whenever we can.
For situations more complex than basic vivarium support, we can help as design consultants. More advanced topics include lighting, plant selection, background work, species-specific design, ecological sustainability, 3D modeling, and more. Rates vary by project. (Request a quote)
Our customer support policies extend only to those who have purchased products and/or kits directly from us, and to those who are intending to place an order in the near future. Sorry, but we are unable to offer customer service or support for vivarium environments built using non-NEHERP products, since doing so would ultimately hurt our small business.
Keeping prices as low as possible
A couple clients have emailed us asking about lower shipping expenses, and we're happy to explain where we stand. Before we get into it, it's important to mention a few things. We don't inflate product costs to artificially decrease shipping expense, we don't skimp on quality to offset shipping expenses, and we don't get "sweetheart deals" from shipping companies.
A customer's distance from our shop plays a huge role in determining shipping cost & transit times. We're located in Connecticut (about 20 miles from the shore), which means shipping to most of the Northeast is the least expensive & fastest to arrive from us. We couldn't be much further away from the West Coast, Midwest, or Deep South, and shipping companies charge us significantly more to ship to those locations. We hope to one day open another warehouse somewhere West of Connecticut to decrease shipping distances (and expenses) for all distant clients, but we're not there yet! Like most small businesses, shipping companies raise their prices on us significantly every year. As of January 1'st 2018, FedEx has raised their prices another 4.9% while simultaneously increasing most of their surcharges & fees. Between 2015-2017 prices had already increased 12-15%, so we're approaching a 20% rate hike in just 4 years! As of 1/29/18, the shipping charges we bill-out only raised about 8% on average during the same period.
We're honest about our shipping costs. The amount of shipping we bill is consistently less than the amount we are actually charged every month, and it's been that way since we opened for business. We can't always offer the least expensive shipping fees due to our size & location, but we always do our best to keep expenses as low as we possibly can.
In the uncommon event that an order is significantly under-billed for shipping during checkout, we reserve the right to contact the client & discuss options before shipping. We never charge for extra shipping costs without prior permission.
Not available at this time
Due to the nature of the vast majority of our products, and the increasing difficulty of shipping much of it over the border, we do not offer international shipping at this time. The following items are prohibited from shipping over the border: aerosol cans, fly cultures, fruit fly media, horticultural substrates, indian almond leaves, isopod cultures, leaf litter, moss, non-branded herp substrates, perishables, phoenix worm cultures, plants, springtail cultures, tree fern based products, vivarium substrates, and wood decor. If you'd like to proceed with a supply-only international order, some clients have had luck using a reship address in the USA to keep things simple. Note: We cannot be held liable for any difficulties incurred by attempting to reship outside the USA.
Order Payments & Order Processing
How payment type affects your shipment
Standard payment methods include Debit Cards, Credit Cards, PayPal Payments, and PayPal Credit. These methods make up the majority of orders we receive, and all process on the above schedule. Our website features a secure & fully automated checkout for all of these methods of payment.
NEHERP Gift Certificates
Clients with store credit or an NEHERP Gift Certificate can submit an order via email, or by using the manual order submission form. If any payment is owed, we'll call to accept credit/debit card information over the phone. With payment completed, Gift Certificate orders ship on the above schedule.
E-Checks & Bank Transfers
Clients who pay with an e-check or bank transfer are subject to a 5-8 day payment processing delay, while the bank wires the money to NEHERP's account. Our website's order management system does not allow us to print packing slips or ship these orders prior to the payment clearing.
Holidays & Scheduled Closings
We rarely close, except for national holidays!
Our business closes on most nationally observed holidays, and these closures will affect our shipping schedule for that week. Generally speaking, if the shipping companies are closed, we'll be closed too. Please plan accordingly.