Live Reptile & Animal Shipping

The health and safety of our animals are our highest priority.

Live reptiles and other live animals are shipped on Mondays only via FedEx Priority Overnight.

Live-animal orders are shipped hub-to-hub to a designated FedEx pickup location rather than being delivered directly to a customer's residence. Customers are responsible for picking up their animal promptly once they are notified that the shipment is ready.

A signature is required for all live-animal pickups. Customers should be prepared to provide the identification and tracking information required by FedEx to retrieve their shipment.

Orders placed after the weekly shipping cutoff will be held for the following Monday's shipment.

New Gen Genetix may delay shipment when weather, holidays, carrier conditions, or other circumstances could create an unreasonable risk to the health and safety of the animal.

Customer-Requested Shipping Arrangements

If a customer requests a shipping arrangement that differs from New Gen Genetix's standard shipping process, the request must be approved through Customer Service before the order is shipped.

Additional shipping or handling fees may apply to approved alternate arrangements and will be the responsibility of the customer.

Any alternate shipping arrangement remains subject to New Gen Genetix's Live Arrival/DOA Policy, including the requirement to report any issue within one (1) hour of the recorded delivery or pickup time. An alternate shipping arrangement does not extend, modify, or waive the applicable Live Arrival Guarantee requirements unless New Gen Genetix expressly confirms otherwise in writing.

Weather & Shipping Conditions

We monitor weather conditions before shipping live animals.

If temperatures, severe weather, storms, carrier conditions, or other circumstances create an unreasonable risk to the animal, New Gen Genetix may delay shipment until conditions improve.

If we determine that an order should be delayed, we will contact the customer to coordinate a new shipping date.

Please do not request shipment on a specific date if weather or other conditions make safe transportation questionable. Our priority is the animal's safety.

Live Feeder Insects & Clean-Up Crews

Live feeder insects and clean-up crew organisms may be shipped separately from live reptiles.

Customers may select an available shipping method at checkout. For the Live Arrival Guarantee to apply, live insects and clean-up crews must be shipped via Priority Overnight with signature required.

Customers may choose another available shipping method at their own discretion; however, shipments sent using a shipping method other than Priority Overnight are not covered by the New Gen Genetix Live Arrival Guarantee.

We recommend Priority Overnight shipping for live insects and clean-up crews because faster transit helps minimize exposure to temperature fluctuations, delays, and other conditions that may affect the health and viability of live organisms.

New Gen Genetix may delay shipment when weather, carrier conditions, holidays, or other circumstances could create an unreasonable risk to the health or viability of live products.

Delivery

Customers must be available to receive their live feeder shipment promptly upon delivery.

We strongly recommend tracking your package and making arrangements to receive the animal as soon as possible.

If the shipment requires a signature or specific delivery instructions, the customer is responsible for being available to receive the package.

Customer-caused delivery issues, missed deliveries, incorrect addresses, refusal of delivery, or failure to retrieve a package may void any live-arrival guarantee.

Non-Live Products

Non-living products, supplies, enclosure accessories, and other merchandise will generally ship using standard shipping services offered at checkout.

Shipping methods and estimated delivery times will be displayed during checkout when available.

Orders containing both live and non-live products may be shipped separately depending on the products purchased and the shipping method selected.

Live Arrival & DOA Policy

Because live animals, feeder insects, and clean-up crews are perishable live products, they are not eligible for traditional returns or exchanges.

Reporting a Live Arrival Issue

All live-arrival issues must be reported within ONE (1) HOUR of the recorded delivery time.

This one-hour reporting period applies to all live animals, feeder insects, and clean-up crew organisms.

To submit a Live Arrival claim, customers must provide:

• Order number
• Detailed description of the issue
• Clear photographs of the animal(s), insects, or clean-up crew
• Photographs of the shipping container and packaging
• Any additional information requested by New Gen Genetix

For deceased animals, customers should not dispose of the animal before contacting New Gen Genetix, unless instructed to do so.

New Gen Genetix may request additional photographs or documentation to verify the condition of the shipment.

Claims submitted more than one (1) hour after the recorded delivery time may not be eligible for replacement, refund, store credit, or another resolution.

Live Arrival Guarantee Requirements

The New Gen Genetix Live Arrival Guarantee applies only when all applicable shipping and receiving requirements are followed.

For live reptiles and other live animals, the shipment must be sent via FedEx Priority Overnight with the required signature.

For live feeder insects and clean-up crews, the shipment must be sent via Priority Overnight with signature required in order for the Live Arrival Guarantee to apply.

If a customer voluntarily chooses a shipping method other than FedEx Priority Overnight for live insects or clean-up crews, the shipment is not covered by the Live Arrival Guarantee.

The Live Arrival Guarantee may also be void if:

• The customer is unavailable to receive or retrieve the shipment.
• The required signature cannot be obtained.
• The package is refused or delivery is intentionally delayed.
• An incorrect or incomplete shipping address was provided.
• The customer requests or causes a delivery delay.
• The live product is left exposed to extreme temperatures after delivery.
• The customer fails to report the issue within one (1) hour of recorded delivery.
• Required photographs or documentation are not provided.
• The animal or live product is improperly handled or cared for after delivery.
• The shipment is sent to a destination where the species is prohibited or restricted.
• The customer releases, transfers, resells, or otherwise disposes of the live product before the claim is resolved.

New Gen Genetix reserves the right to evaluate each Live Arrival claim individually and determine the appropriate resolution.

Live Animal Guarantee Conditions

Any live-arrival guarantee is dependent upon the customer following the shipping and receiving instructions provided by New Gen Genetix.

The guarantee may be void if:

• The customer is unavailable to receive the package.
• The package is refused or delivery is intentionally delayed.
• An incorrect or incomplete shipping address was provided.
• The customer requests or causes a delivery delay.
• The animal is left outside or exposed to extreme temperatures after delivery.
• The customer fails to contact us within the required 1 hour period.
• Required photographs or documentation are not provided.
• The animal is improperly housed or cared for after delivery.

The shipment is sent to a destination where the species is prohibited or restricted.

The customer releases, transfers, resells, or otherwise disposes of the animal before the claim is resolved.

New Gen Genetix reserves the right to evaluate each claim individually.

Returns & Exchanges

Live Animals

Live animals are not eligible for return or exchange.

Because returning a live animal creates additional health, welfare, and biosecurity concerns, all concerns regarding live animals must be handled through our Live Arrival/Customer Support process.

If an approved claim is made, New Gen Genetix may, at its discretion, provide a replacement, store credit, refund, or another appropriate resolution.

Live Insects & Clean-Up Crews

Live insects and clean-up crew organisms are not eligible for return or traditional exchange.

If your live insects arrive with an issue, contact us within 24 hours of delivery with your order number, a detailed description, and clear photographs so our team can review the situation.

Non-Live Products

Unused, unopened, and undamaged non-live products may be eligible for return within 30 days of delivery.

To request a return, contact customer service before sending anything back.

Returned products must:

1. Be unused
2. Be in original condition
3. Include original packaging when applicable
4. Be accompanied by the original order information

Return shipping costs are the responsibility of the customer unless the item was damaged, defective, or incorrectly shipped by New Gen Genetix.

Refunds will be processed after the returned product has been received and inspected.

Address & Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

New Gen Genetix is not responsible for delays, losses, or additional shipping charges resulting from an incorrect or incomplete address supplied by the customer.

If you notice an address error before your order ships, contact us immediately. We will make reasonable efforts to correct the address before shipment, but we cannot guarantee that changes can be made after an order has entered the shipping process.

Legal & Destination Restrictions

Customers are responsible for ensuring that any animal, insect, or other regulated organism they purchase is legal to possess and receive at their destination.

New Gen Genetix will not knowingly ship animals or regulated organisms to destinations where their sale, possession, importation, or shipment is prohibited.

We reserve the right to refuse or cancel an order if we determine that the requested shipment would violate applicable federal, state, or local laws or regulations.

Florida's Department of Agriculture specifically regulates the commercial breeding, sale, distribution, and movement of certain arthropods and invertebrates, including through online businesses and expos.

FDACS

The customer is responsible for knowing and complying with applicable laws in their jurisdiction.

Questions or Problems With Your Order?

If you experience a problem with your shipment, please contact New Gen Genetix as soon as possible.

Customer Support: 1-844-667-7472
Email: Contact@newgengenetix.com

For live animals and insects, please do not wait to contact us if there is a problem. The 1 hour reporting window is imperative.