FAQ

We curate a premium collection for the dedicated exotic pet keeper. Our offerings include:

• Live Animals: Specialized in Geckos, Axolotls, Amphibians, and our exclusive “Bred By UG” and “Exclusive Exotics” specimens like the rare Squamigera Bush Viper.
• Frozen Feeders: High-quality Frozen Mice, Rats, and Chickens for your carnivorous pets.
• Habitat Essentials: From Cages & Enclosures to Bioactive Supplies, Heaters & Lighting, Hides & Decor, and specialized Care Tools.
• Ecosystem Support: Everything needed for a thriving bioactive setup, including live isopods and substrates.

We are committed to ethical and sustainable practices. Our “Bred By UG” line consists of animals bred in-house under expert care. We also partner with reputable breeders for our “Exclusive Exotics” collection. We prioritize captive-bred specimens to ensure animal health, support conservation, and provide you with a pet better adapted to captive life.

We proudly ship worldwide (with responsible exceptions—see below). All orders undergo a 1-2 day processing period for health checks and specialized packaging.

🚀 Standard Shipping (DHL / FedEx): Flat rate of $12.95. Delivery in 10-15 days after dispatch. Ideal for live animals, frozen feeders, and time-sensitive supplies.

🐢 Free Economy Shipping (EMS): FREE on orders over $50. Delivery in 15-25 days after dispatch. Ideal for non-perishable supplies like cages, decor, and substrates.

Note: For animal welfare, we strongly recommend Standard Shipping for all live animal orders.

Yes. In strict compliance with international regulations and our ethical commitment, we cannot ship to select Asian countries and certain remote regions. This policy is in place to guarantee the safety, legality, and welfare of every animal and product we send. The shipping calculator at checkout will confirm if we can deliver to your location.

Your trust is paramount. Our packaging is a temporary, secure habitat:

• Live Animals: Packed in insulated, breathable containers with precise temperature buffers. Each includes care documentation.
• Frozen Feeders: Secured in heavyweight styrofoam coolers with dry ice, guaranteed to arrive frozen.
• Fragile Supplies (glass, ceramic): Double-boxed with custom-fit foam for maximum protection.
• Bioactive Supplies: Packaged to maintain crucial moisture and airflow for live cultures.

To facilitate seamless global transactions, we accept all major payment methods:

• Visa
• MasterCard
• JCB
• PayPal

All transactions are encrypted and processed through secure payment gateways, ensuring your financial information is protected.

We stand behind every animal and product. If you are not fully satisfied, you may initiate a return within 15 days of receiving your order.

Important: Live animal returns are subject to specific health and welfare policies detailed in our Terms & Conditions. Please contact our support team first to coordinate any return and ensure the well-being of the animal.

To start a return, please email our dedicated support team at [email protected].

Our passionate customer service team is here to help! For the fastest response regarding orders, shipping, or product advice, please contact us via:

• Email: [email protected]
• Mailing Address: 3010 Park Street, San Francisco, US 94107

We strive to respond to all inquiries within 24-48 hours.