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Your 1-Stop Vivarium Shop! Your 1-Stop Vivarium Shop!
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NEHERP Company Update: Q1 2022

About The Update

The past few years have been both hectic and exciting! We haven't really had time to post updates about the behind-the-scenes excitement until now, and we're eager to share what's been going on. First off, during the first lockdown our company surpassed it's 10'th year in business! The celebration (and sale) we had planned has been put on hold, but will hopefully happen soon. On an even more exciting note, we finally moved into our new location in October of 2021 after nearly a year of preparation. We're now located in the small town of Plainville, Connecticut and will have a whole lot of new & exciting updates for locals in the coming year. For our website customers, we're excited to say that the new plant growth operation's quality & scale is on a whole new level, and we can't wait to share more about it! Plant availability should become steady and better than ever starting very soon. Lastly, after a full year of beta testing, our new website update has launched! Below we'll outline some of the changes you can look forward to.

Website Update Changes:

• Totally new shopping cart: faster, simpler, more mobile friendly
• Order confirmation emails more informative & instantly sent
• Update speed for item availability, notifications, and more now improved
• Shipping options & guarantee details during checkout now greatly improved
• Extra-small orders under 15oz now ship in economy pouches ($4-7!)
• Many item descriptions have been updated with the latest information
• Many new items added, with others removed/updated based on availability
• Affiliate links have been added for items tough-to-source w/Covid
• Bioactive Terrarium Kits have been improved w/better options & in-cart GUI
• Our plant availability has been updated, with many on sale, and plenty more to come
Order pickup is now available as an option to all clients near CT

Website Update FAQ:

Question: Does the new version store order history?
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Answer: Convenience is important, however our store's policy has always been to never store sensitive customer data on our company's server. Rather than saving data on a server long-term, our new system instantly sends a detailed copy of every order to the email address included during checkout.

Question: Where is the customer login section?
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Answer: We considered implementing a login feature, but decided against it out of an abundance of respect for your data. As mentioned in the last answer, we don't store sensitive client info (addresses, names, payment info, order records, etc) on our website's secure server. If a quick checkout is a priority, PayPal, Google Wallet, and/or Apple Pay are each compatible with our checkout system and should auto-fill payment info for you while not storing that data on our server. Check out our Privacy + Terms page for more.

Question: When will Complete Vivarium Kits return?
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Answer: We miss Complete Kits too. Supplier prices during Covid are so volatile that wrapping-up the Complete Kits has just been impossible for now. You can still get a "complete kit" by purchasing your particular enclosure's bioactive substrate kit, plant kit, lighting kit, and (optional) background kit individually. Picking up one of each of those kits has the same exact material outcome as our Complete Kit would!

Question: What if I spot an error?
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Answer: It's bound to happen, despite our greatest efforts. Please report any error you see using the Error Report Tool located on this page. If it's an order-preventing error, we'll contact you ASAP via email for 1-on-1 help placing an order.

Question: When will "X Product" be available again?
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Answer: Availability is unpredictable at this time, and there's little we can do to paint a clearer picture. If we're sure a product is about to arrive, we may mark an item as available for purchase with a "delayed availability notice" below the Add To Cart button about 3-7 days before things arrive. We don't offer updates for potential product availability, nor do we offer pre-sales or reservations. We apologize, but we'd hate to over-promise & under-deliver.

Question: How secure is the new website?
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Answer: Through the new Snipcart-Powered checkout system, payments are securely handled by either PayPal or Square. As always, sensitive payment info is never shared with anyone at NEHERP, nor is it stored on our server. ♥ We leave payment security up to the professionals.

Question: Have shipping times or guarantees changed?
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Answer: Order processing times and guarantees have not changed, and we always ship as soon as we safely can. Hard supplies should ship the same or next business day, Monday through Thursday. All perishables are subject to a 1-3 day processing time plus potential weekend & weather holds. We believe our Live Arrival Guarantee has been the best in the industry since we started shipping plants in 2009, and all of our policies exist for your benefit.

Question: What about Product Reviews?
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Answer: Product reviews have been baked-in since day one, just not in the usual "star rating" format. We sell what we frequently use in our own terrariums & exhibit designs. Poor performing items are quickly dropped from our lineup, leaving only products we can stand behind. It's literally company policy, listed under "Other Disclosures" if you want to give it a read! We are not currently planning to implement any user-generated product review system, however customers are always encouraged to email us with their honest opinions! Online starred product reviews have been the subject of numerous recent (2020-2022) fraud reports published by the Wall Street Journal, CNET, CNBC, Business Insider, Consumer Reports, and more. (Google Itext. link!)

Question: Have prices changed? If so, why?
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Answer: Some hard-supply items have definitely gone up in price at our shop & elsewhere. Inflation rates broke 40-year records in 2022, tariffs further drive prices upward, and fuel/shipping costs are the highest they've been since we opened for business. With that considered, we really can't blame our suppliers for raising prices so much over the past couple years. Unfortunately that does mean prices have raised on some of the items we carry, but remain competitive-as-heck in the grand scheme of things. (We still price match competitors whenever possible!) Needless to say, we're hoping the economy stabilizes soon so things can hopefully get back to normal.

Question: What about inventory numbers?
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Answer: Inventory accuracy was a significant issue with our last (difficult-to-update) website, and is a major part of why this update was so necessary. We keep stock numbers private, but the new version allows for nearly instant inventory, price, and promotional updates.

 

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We greatly appreciate your help! :-)