Frequently Asked Questions
Where are you located?
Vancouver Island, British Columbia, Canada!
Do you offer local pickup?
Yes! We have a pickup location in Sidney, BC. Please contact us to arrange a pickup time after placing your order.
Do you offer local delivery?
Yes! We offer delivery around Vancouver Island within a 50km radius of Sidney for a flat rate of $15. If you are eligible for delivery, it will come up as a shipping option when you enter your address at checkout. Please contact us to arrange a delivery time after placing your order.
Where do you ship?
We ship Canada-wide.
Do you ship during winter?
Yes! We ship with heat packs & insulation throughout the winter. A $5.00 winter packaging fee is automatically applied to all orders when shipping is selected at checkout through the winter.
When will my order ship?
We ship orders on Mondays & Tuesdays. If your order is placed past Sunday, it will ship out the following week. You will receive tracking information once your order has shipped. We ship all live critters with 1-2 day shipping and often ship with Purolator.
What is your shipping policy?
To ensure the safety of your plants and critters, please ensure that someone will be home to receive the package at the time of delivery, especially when the weather is particularly hot or cold. Please take the package inside immediately after delivery, as leaving it outside for extended periods of time in extreme temperatures can be dire to your plants and critters. If you are not home and unable to receive your package, please contact the carrier to request to have it held at a pickup location and arrange to pick it up the same day it arrives. Once your order has been shipped, cancellations or changes to the order are no longer possible. If you need to cancel or make changes to your order, please contact us within 24 hours of placing it. In the unlikely event that your critters or plants are dead on arrival and the shipping policy has been followed, please refer to our live arrival guarantee below.
Do you have a live arrival guarantee?
Yes. In the unlikely event that your critters or plants arrive dead, please contact us and provide proof (photos and/or videos) within an hour of the package delivery, which is timestamped on your order tracking. We are not responsible for any deaths if our shipping policy is not followed. Our LAG offers refunds or replacements for the cost of dead critters or plants if the above criteria is met, but please note that it does not cover the cost of shipping. We do not refund shipping costs, and the buyer may be responsible for shipping costs of replacements.