BASIC QUESTIONS

How to contact Herpshipper customer support?

Support Hotline: 786-877-1840

Email: Support@herpshipper.com
How does herpshipper's Insurance work?
Herp shipper offers Live Arrival Insurance. CLICK HERE to see our terms and conditions.
What can I ship with Herpshipper?

HerpShipper members are authorized to transport live, non-venomous reptiles and amphibians, as well as standard, non-hazardous items, to and from both residential and business locations. The shipment of venomous animals, mammals, and birds is strictly prohibited. All live animal shipments must be packaged and prepared in strict compliance with HerpShipper’s Shipping & Packing Guidelines to ensure safety and adherence to regulations.

Members are also required to observe the FedEx U.S. Shipping Terms and Conditions applicable at the time of shipment. These terms explicitly prohibit the transport of certain items, including but not limited to:
• Currency, explosives or explosive-like materials, fireworks, firearms and/or ammunition (unless appropriately licensed), batteries, controlled substances, alcohol, aerosols, dry ice, hazardous waste, and venomous reptiles.

If you remain uncertain about the eligibility of any item for shipment, we encourage you support@herpshipper.com for clarification.
What if my package is delivered late? Will HerpShipper refund me?

While delayed deliveries are an infrequent occurrence—affecting only 1-2% of shipments based on our extensive experience—it is essential to acknowledge that no carrier operates with absolute infallibility. On occasion, unforeseen delays may arise. Should one of your shipments experience a delay, please visit our Contact Us page to initiate a refund request, and we will promptly submit a claim on your behalf.

If the carrier classifies the incident as a “service failure” (a delay attributable to their operations), they will issue a refund for the shipping charges. Upon receipt of this refund, we will reimburse you the amount minus a nominal Claims Processing Fee, which is subject to adjustment based on evolving cost considerations.

Claims Processing Fee: $4.95 per package

Please note that refunds will not be granted for delays deemed the result of an “Act of God,” such as inclement weather or other uncontrollable events.
Do I have to use herpshippers packing materials?

Yes, All members are required to use our packaging materials.

Using HerpShipper LLC’s packing materials ensures your live animal shipments meet industry standards and guarantees safety and compliance. Here’s why customers must use HerpShipper’s materials:


1.Optimized for Live Animal Transport: Our materials are designed specifically to regulate temperature, humidity, and ventilation to keep animals comfortable and safe during transit.


2.Compliance with Regulations: They meet the strict requirements of shipping carriers and agencies, including IATA, to avoid delays or rejections.


3.Durability and Security: HerpShipper’s boxes and packaging are made from high-quality, impact-resistant materials, reducing the risk of damage during shipping.


4.Convenient and Pre-Certified: By using our pre-approved materials, customers eliminate the guesswork and save time preparing their shipments.


5.Professional Presentation: Our branded materials showcase professionalism, reinforcing confidence with clients and shipping partners.

Using HerpShipper’s packing materials ensures your animals’ well-being and a smooth shipping experience.
Can I ship venomous reptiles with herpshipper?

NO. Under no circumstances are venomous reptiles permitted for shipment through HerpShipper or its carrier networks. The transport of venomous reptiles is strictly prohibited!
How do I cancel an unused shipping label?

Yes, please Contact Us to request cancelation and a full refund within 45 days from the day of purchase.
I received the wrong order, what do I do now?

Please contact us via email within 48 hours of receiving your order. Make sure to include the following details:

•Your order number.

•Photos of the received items (particularly if any were damaged).

•A list of any missing or damaged items.

PLEASE EMAIL US WITHIN 48 HRS FROM DELIVERY AT SUPPORT@HERPSHIPPER.COM
What is HerpShippers Partnership Program?

Check out our Partnership Program we offer up to 75% off FEDEX retail rates for select partnerships. See if you qualify by clicking HERE.
CAN I SCHEDULE A FEDEX PICKUP?

Yes, you can schedule a FEDEX pickup for an additional $6.00. Once you request a pickup you must contact FEDEX with the provided information to confirm the pickup request.

NOTE: UNCONFIRMED PICKUP REQUEST WILL NOT BE SCHEDULED.
Reptile size restrictions

Snakes larger than 4" Diameter or over 8 Foot long needs other shipping arrangements and should not be shipped through our service.

REPTILE PACKING & SHIPPING PROTOCOLS

SHIPPING & PACKAGING GUIDELINES

 

Utilizing HerpShipper-Approved Shipping Materials

All packaging materials and shipping kits offered by HerpShipper.com have been rigorously vetted and officially certified by FedEx. These supplies conform to the comprehensive reptile shipping protocols developed by HerpShipper. By adhering to the provided instructions and utilizing our certified kits, you ensure your reptile is transported with the utmost safety and reliability.

 

USING ALTERNATIVE PACKAGING SUPPLIES

While you may opt to use your own shipping materials, they must meet or surpass the stringent criteria established by HerpShipper.com:


• Box Specifications:
• The cardboard box must be either brand-new or in pristine condition, with a minimum burst strength of 275 pounds.


• It should not feature any labels, markings, or insignia that imply hazardous, illegal, or restricted contents, such as alcohol-related branding.


• Boxes must comply with the labeling mandates outlined in the Lacey Act ( See our "What is the Lacey Act " in Frequently Asked Questions for more information.


• Insulation Requirements: Insulating material must fit securely and maintain a thickness of at least ¾ inch.


• This lining should fully encompass the interior of the box, covering all six surfaces, including the top, bottom, and four sides.


• Temperature Control Measures: When required, heat packs or cold packs must be employed in strict compliance with HerpShipper.com’s shipping standards.


• Triple-Layer Packaging:To ensure optimal protection during transit, the following three-layer containment

1. Primary layer: A deli cup or breathable cloth reptile bag to house the animal.


2. Secondary layer: An insulating foam container for temperature regulation.


3. Tertiary layer: A durable cardboard box to secure the shipment.
• Sealing and Labeling:
• The box must be thoroughly sealed to prevent accidental opening or tampering.
• Labels must be clear, legible, and securely attached to the exterior.


 • Prohibited Packaging:

  • UPS BOXES ARE PROHIBITED
  • FEDEX ONE RATE BOXES ARE PROHIBITED
  • AMAZON BOXES ARE PROHIBITED
  • POSTAL SERVICE BOXES ARE PROHIBITED

BOXES AND MATERIALS USED MUST FOLLOW THESE GUIDELINES SO IT IS REQUIRED THAT ALL MEMBERS PURCHASING OUR BRANDED SHIPPING MATERIALS DIRECTLY FROM HERPSHIPPER.COM TO ENSURE THESE GUIDELINES ARE MET.

FedEx standards for live animal shipments must be followed. The prohibited boxes fail to provide adequate protection for live reptiles, and their use will void any HerpShipper insurance coverage and membership will be terminated instantly.

Essential Supplies for Properly Shipping Reptiles with HerpShipper

When preparing to ship reptiles, it is critical to gather the following materials to ensure safety, compliance, and a seamless experience for both the animals and the recipient:


• Insulated Shipping Box: Utilize a box equipped with foam insulation, with a thickness of at least ¾ inch for optimal thermal regulation.


• Containment Materials: Deli cups and/or soft cotton reptile bags to securely house the reptiles during transit.


• Temperature Control Packs: Heat packs or cold packs as necessary to maintain appropriate temperature conditions based on the season and destination.


• Void Fill Material: Packing material such as crumpled newspaper, paper towels, or foam peanuts to prevent shifting and provide cushioning.


• Packing Tape: Strong, durable tape to securely seal the box and ensure it remains closed throughout transit.


• Marker: A permanent marker, such as a Sharpie, for labeling and providing clear, legible shipping information.


• Customer Care Sheets: Optional but recommended, include any care instructions or information to assist the recipient in properly tending to the animal upon arrival.


• HerpShipper FedEx Shipping Label: The official HerpShipper label to ensure compliance with carrier requirements and guarantee your shipment is properly routed.

Having these items on hand and utilizing them correctly will help ensure your reptiles are transported safely and reliably to their destination.
What is the Lacey act?

Mandatory Use of Lacey Act/IATA Labels

It is essential to affix a Lacey Act/IATA label to all live animal shipments. The International Air Transport Association (IATA) is a global organization that collaborates with airlines and the broader air transport sector to establish safety, security, reliability, and cost-efficiency standards for air travel, benefiting consumers worldwide. Among its contributions, IATA has introduced standardized labeling systems to identify packages containing potentially hazardous or sensitive materials transported via air.

In accordance with a directive from the U.S. Fish and Wildlife Service, all shipments containing live animals—including reptiles and aquatic species—must comply with IATA labeling regulations. Specifically, every shipment must display a label featuring an image or symbol representing the type of live animals being transported.

To meet this requirement, you can purchase pre-made Lacey Act/IATA label stickers from us, or alternatively, you may print your own by downloading the Lacey Act label PDF provided on our site.

Ensure that every shipment of live animals prominently displays one of these labels, and be sure to mark the appropriate checkbox on the label to indicate the shipment’s contents. This step is crucial for regulatory compliance and the safe handling of live animal cargo.

FOR MORE INFORMATION ON THE LACEY ACT VISIT U.S. FISH AND WILDLIFE SERVICE
TEMPERATURE GUIDLINES

TEMPERATURE

PACKING GUIDELINES

40 DEGREES FAHRENHEIT

SHIPPING NOT RECOMMENDED

40-70 DEGREES FAHRENHEIT

HEAT PACK RECOMMENDED 40HR OR LONGER

70-80 DEGREES FAHRENHEIT

DO NOT USE A HEAT PACK. PHASE PACK OPTIONAL. TYPICALLY NOT REQUIRED 

80-90 DEGREES FAHRENHEIT

DO NOT USE A HEAT PACK. PHASE 22 (CRYOPAK) AND COLD PACK RECOMMENDED.

90-100 DEGREES FAHRENHEIT

OK TO SHIP REPTILES (BE VERY CAUTIOUS)

OVER 100 DEGREES FAHRENHEIT

DO NOT SHIP

 

Hot Weather Shipping Guidelines

Temperature Restrictions for Safe Shipping
• If the destination temperature is between 90°F and 100°F, shipping to residential or business addresses is not allowed.
• Amphibians should not be shipped at all in these temperatures.
• Reptiles can still be shipped, but only to a FedEx Ship Center, not to franchise locations like FedEx Office, Pak Mail, or Mail Boxes Etc.
• Shipments sent to a FedEx Ship Center arrive early in the morning and remain indoors until pickup, reducing heat exposure.

Shipping from a Hot Location
• If the origin temperature is between 92°F and 100°F, live shipments must be dropped off after 5 p.m. at a FedEx counter.
• Early drop-offs are risky—giving a package to a FedEx driver in the afternoon means it will sit in a hot truck for hours.
• Live Arrival Insurance coverage for shipments in temperatures over 92°F (but under 100°F) is only valid if:
• The package is dropped off after 5 p.m.
• It is shipped to a FedEx Ship Center for hold at location pickup.
• Always check your Ship Center’s Last Pickup Time to ensure your package makes the final truck to the airport.

Understanding Last Pickup Times
• Each FedEx Ship Center has a Last Pickup Time, marking when the final truck departs for the airport.
• Miss this deadline, and your package may be delayed by 24 hours.
• In the EST and CST, this deadline often aligns with the Ship Center’s closing time, but not always—verify with your local facility.

 
HOW TO CHOOSE A FEDEX LOCATION

Find the right ship center by using our FEDEX SHIP CENTER LOOKUP TOOL. This tool only populates FEDEX SHIP CENTERS that are approved to handle live animal shipments.