Shipping policy

Last updated: 19 October 2026

Supplies and dry goods

• In-stock orders are packed and dispatched within 1–2 business days.
• Delivery usually takes 1–3 business days after dispatch to metro areas. Regional and remote addresses can take longer.
• You'll receive a tracking link by email as soon as your order ships.
• Business days are Monday to Friday, excluding NSW public holidays.

Live invertebrates and feeder cultures

• Live orders ship on Monday and Tuesday only, by express overnight service, so animals are never stuck in a depot over the weekend.
• The order cut-off is Sunday at 11am for dispatch that Monday or Tuesday. Orders placed after the cut-off ship the following week.
• Animals are packed in insulated boxes with heat or cool packs as the season requires.
• We don't ship live animals to the Northern Territory or Tasmania.
• We can't ship live animals to PO Boxes or parcel lockers. Use an address where someone will be home on the delivery day; a work address is often best.
• If your order mixes live and dry goods, we'll send everything together on the live dispatch day, unless you ask us to split it (extra shipping may apply).

Weather holds

Before every live dispatch, we check the forecast at both ends of the trip. If it's too hot or too cold for safe transit, we hold the order and let you know by email or SMS. You can wait for the next safe dispatch day or cancel for a full refund. Holds are most common from December to February and during winter cold snaps.

Reptiles and frogs (breeder network)

• Reptiles and frogs are sold online only and sourced from our network of more than 80 licensed breeders.
• We only arrange delivery once your licence has been verified. See our Live Animal Sales & Licensing policy for details.
• Delivery by road is free. Where air freight is needed, it's charged at cost. We'll give you the price before booking, and you can accept it or cancel for a full refund.
• Alternatively, you can pick up from the breeder's address. We'll share the address and arrange a time once your licence is confirmed.
• The licence holder, or a parent or guardian for licence holders aged 16–17, must receive the animal.
• Moving animals interstate can require import or export permits. We'll tell you what's needed, and the animal can't travel until the permits are in place.

Glass enclosures, kits and bulky items

• Glass enclosure kits: pickup from our Surry Hills studio, or pallet freight quoted to your address after you order. Invertebrate kits ship as normal parcels.
• Exo Terra Pro rimless terrariums and paludariums: pickup only. Each one is leak tested before you collect it.
• Custom enclosures: delivery and installation are quoted with your project.
• Pallet freight is delivered to the kerb. Have help on hand to unload, and inspect the goods before signing.

Pickup from our studio

Choose "Pickup" at checkout to collect your order free from Shop 5, 450 Elizabeth St, Surry Hills NSW 2010, during opening hours Wednesday-Friday (11-6pm), or Saturday-Sunday (11-4pm). Wait for your "ready for pickup" email, then bring your order number. We'll hold dry goods for [14] days. Live animals must be collected on the day we tell you they're ready.

Restricted items and states

• Some states restrict particular species. If we can't legally send an animal to you, we'll cancel and refund that item in full. Checking your own state's rules before ordering is your responsibility.
• Western Australia, Tasmania and the Northern Territory have strict biosecurity rules on soil, leaf litter, moss, timber and live plants. We may be unable to ship these items to those states.

Address errors, lost and delayed parcels

• Please check your address at checkout. If a parcel has to be redirected or resent because of an incorrect address, we pass on the carrier's charge at cost.
• If your parcel hasn't arrived within [5] business days of the expected date, contact us. We'll lodge an investigation with the carrier and, if the parcel is confirmed lost, replace or refund it.
• For live orders, we track every parcel and chase the carrier if anything looks delayed.