Office & Shipping Details
Customer Service
818-472-0149 - Yes! We do answer our phone during office hours.
Live Shipping Details & Policy
After placing an order notification confirmation is automatically emailed. If you have not received your order confirmation, please check your spam folder. If you made a typo on your email call us or email us so we can fix your typo that way, you'll receive your tracking information on dispatch day. Tracking is always emailed on dispatch day.
We ALWAYS use FedEx Priority Overnight for all Live Overnight selections & UPS or FedEx for 2 Day transit selections.
*** IMPORTANT Details for 2 Day Transit Orders ~
1.) If you are ordering 2 Day Transit and you want your live order to go to a FedEx Hub the customer is responsible to communicate that the address entered on the order is a FedEx drop off location so we don't use UPS. You can notify us in the special notes field on check out, or call us .
2.) Not all FedEx or UPS pick up locations allow animals, and UPS Stores will charge you $10.00 for pick up. It is the customers responsibility to know if the FedEx or UPS drop off location address entered on the order is a location that ALLOWS ANIMALS.
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Most Live orders are shipped Monday, Tuesday, & Wednesday, we do dispatch live orders on Thursday or Friday if the carrier delivers within 1 to 2 Days from dispatch for a Saturday arrival, or its an Overnight shipment. Supply only orders are shipped daily.
Live Shipping Options
You can choose from 2 day transit or FedEx Priority Overnight.
All added supplies ship free with live shipping charge.
*** Note that overnight or 2Day selections is transit time by carrier, not the duration from time of purchase. Dispatch day is carefully determined after checking your weather and other details. Tracking is always emailed on dispatch day.
Live Orders
TDF live shipping includes gel packs, Cryopaks, or heat packs if needed, and all added supplies you want to order for the Live shipping charge. We check weather on every order and pack accordingly.
Tarantulas: All Tarantulas are captive bred specimens and do not have adult coloration, images for tarantulas are representatives of the adults and their coloration.
Orders of a sensitive nature, e.g., sensitive livestock, high dollar orders ($300.00+) or extreme High temperatures. These orders require Priority Overnight shipping for live arrival guarantee. This will arrive between early in the day and beat the heat.
Destination Temperature
Out of respect for the animal and your purchase we check everyone's weather before we ship. Destinations where the temperatures are below 20F or above 95F, these orders will be on hold. In the summer Overnight to your door or a hub for pick-up will work as it will arrive before the extreme heat. We monitor all weather and hold orders weekly to determine the best time to ship. Using Overnight during low temps as low as 15F will work for our live arrival guarantee.
*Hot Weather Exception:
Depending on your area, and weather, Overnight Shipping will get there early, by 10:30 12:00 pm and beat the heat. In hot weather Someone must be there within 30 minutes of delivery. And there is always hold for pick up at a local hub.
If you’re in southern AZ. where the lows can be 95F, this won’t work.
DOA's
Email photos or video of the animal spread out on its back displaying DOA status is required within 60 minutes of delivery time which is defined in the tracking information.
Live packages sitting on a porch for a prolonged period of time is never a good thing.
Re-shipping DOA's
The customer will be emailed a payment link for the shipping cost with debit/credit card. Shipping is a 3rd party non-profit service rendered, payment is required to re-ship livestock
Refunds due to DOAs
Animal refunds do not include shipping charges or box charges. Shipping is a 3rd party non-profit service rendered and is not refundable.
If the carrier was in error causing delay which resulted in DOAs, we will back that up with a refund for shipping.
TDF is not responsible for wrong addresses entered on orders, or typos made on destination addresses by customers resulting in DOAs. Destination addresses entered on orders are the sole responsibility of the customer.
Note: Not all carrier delays are refundable due to unavoidable situations such as natural disasters, sudden extreme weather, etc.
Canceled Orders
All canceled orders are processed on the next Sunday after cancellation has been requested. Refund documentation is always emailed. If you paid by credit/debit card it may take 3 to 8 working days for your bank to post to your account, our account is ALWAYS debited instantly. Canceled orders will be refunded less 10% - Cancellation fee for card processing and service costs.
Extended Area Surcharge
Rural areas have higher shipping rates not reflected on our shipping selection on the website, it’s a rare issue, if it is an issue TDF will contact the buyer and discuss options.
TDF is not responsible for wrong addresses entered on orders, or typos made on destination addresses by customers resulting in DOAs. Destination addresses entered on orders are the sole responsibility of the customer.