Store policy

Replacement products -

If a supply purchase is defective or broken, please bring it back with the original packaging and receipt within 7 days. We will be happy to exchange it with an identical replacement product.

Pet guarantee, domestic cats & dogs -

Come with a veterinary health certificate. This is documented proof of an in-depth health exam from a Florida licensed veterinarian. This ensures they have a negative fecal exam, showing no sign of parasites of any kind. The veterinarian will also check temperature, administer all needed vaccinations, and perform an in-depth physical examination listening to the heart, lungs, and much more! This ensures your pet is in great medical condition, and will be healthy at the time of purchase. All domestic cats and dogs also include a one-year guarantee against any medical condition caused by anything hereditary or congenital.

Pet guarantee, other mammals -

Include a 1-year guarantee against any hereditary or congenital defects, including WHS for Hedgehogs.

Pet guarantee, fish -

Come with a 48-hour guarantee. Should you have a fish pass away, please freeze it and bring it by the following day, along with a sample of your aquarium water, so we can test it and verify the parameters are correct.

Pet guarantee, reptiles, picked up -

Include a 48-hour guarantee. Should you have a reptile pass away, please freeze it and bring it by the following day, along with a clear picture of the enclosure they are housed in. Ensure the picture shows the tank, heat source and any lighting. It must be set up appropriate for that species. For aquatic turtle, you must also bring a water sample.

Pet guarantee, reptiles, shipped -

Reptiles are packaged in a way to minimize any risk to their health and help ensure they arrive safely! Should the unforeseen happen, shipped reptiles come with an alive arrival guarantee. In the unlikely even there is an issue with your reptile, you must notify us immediately. Be sure to send a picture of the reptile. Take the picture with the reptile on top of the shipping box. We will issue a refund (minus shipping cost.) Please note, there is no guarantee on any amphibian, or chameleon due to their delicate nature. You must be home at the time of delivery to sign for your pet. If the delivery of your pet is delayed because no one is home, any guarantee is void. We will contact you before shipping to confirm the delivery date which is best for you to avoid this issue. If the temperature at the destination is extreme, we will ship to your nearest FedEx facility for pickup.

Exclusions -

Due to their fragile and sensitive nature, there is no guarantee given or implied for any hand-feeding or un-weaned animal of any species, Bats (any species,) Sloths, Monkeys (any species,) Primates (any species,) Chameleons, or Amphibians. Pets being transported are guaranteed healthy at the time of pick up. Since animals being transported are out of our control (if being transported by 3rd party such as KD's Transport or other,) any issue thereafter is between the purchaser and the transporter.

We are a small, individually owned business, not a corporate, or big box store, so all sales are final. No refunds or exchanges will be given, no exception. This includes on both supplies and / or animal purchases. Including, but not limited to animal reservations and pre-orders. In the unlikely event an animal guarantee would need to be applied, it will be replaced with an animal of the same type and value. If a replacement of the same type is not available, one will be provided when available. You must contact us directly within 24 hours of the issue, so we know what's going on and bring proper documentation from your veterinarian stating their diagnosis (for mammals.)

Pet boarding -

If you are purchasing a pet and unable to pickup right away, are waiting for the next transport route, or waiting for your permit to get finalized, don't worry, we won't resell your pet or cancel your purchase! There is no fee the first 5 days, and after that, it's just a minimal daily fee which helps cover the cost of caring for your pet until it's time for it to go home! Please note, starting day 6 boarding fees are charged by the week. Boarding is rounded to the following week, and no partial weeks. For current boarding prices, click here.