Josh's Frogs
Shipping
Changing/Cancelling/Combining Orders
Josh's Frogs does not guarantee that an order can be changed, combined or cancelled after it has been placed. If you wish to change/cancel or combine your order, email [email protected] immediately. While we will try to honor these requests, sometimes we just aren't able to get your order changed before it is packed and shipped.
Dry Good Order Shipping Schedule
Dry goods are any products we sell that are not living. This includes habitat supplies, substrates, lighting, dry pelleted foods, canned foods, etc. Most orders placed before 2pm ET on business days ship the same day. Depending on the shipping method the order will take 1-7 business days to arrive, once shipped.
Some dry goods products qualify for free shipping all the time. These products are labelled as such on our site. Products ordered with the Free Shipping method selected will ship ground service with a carrier of Josh's Frogs choice (based on the weight of package, location, etc.). Free shipping is only available to customers in areas within the contiguous US.
For orders to Alaska & Hawaii, shipping is based on distance and weight of total order. Simply add the products to your cart and use the shipping estimator to calculate shipping.
Live Animal Shipping Schedules
Live animal shipping is scheduled based on the weather at the delivery address and the customer's availability to receive the package. The customer must schedule all live animal shipments either by filling out our scheduling form or A few minutes after a live animal order is placed, an email is sent to schedule shipping. Orders must be scheduled at least a day in advance of the desired shipping date.
All live animals shipments ship for a flat rate via an overnight carrier (Monday–Friday). This includes amphibians, reptiles, and pet invertebrates. We require that animals be shipped to and held at a staffed FedEx location if the overnight lows in the destination area are between 30° and 40°F, or if we feel that holding at a FedEx location is in the best interest of the animal(s). When shipping to a FedEx location, animals MUST be picked up by noon. If destination temperatures exceed 90°F at the expected time of arrival, the order will be held until they fall within a safer range.
As a convenience to the customer, live animal shipments can be held for up to one month after the order is placed. Shipment delays due to unfavorable weather don't count against this period, provided the customer makes reasonable attempts to schedule their shipment. If the customer still hasn't made reasonable attempts after one month, their order will be refunded and animals will be returned for sale.
Live Insect and Live Plant Shipping Schedules
Live plants and insects are covered by our Live Arrival Guarantees when they are shipped according to our temperature guidelines.
Our goal is to ship live insects and plants as soon as possible. Most orders will ship out from our facility within 1-3 business days. We ship live orders based on your choice of shipping method. To know when your order will ship, refer to our complete live insect and live plant shipping schedule below. Orders placed after Wednesday at 2pm ET, may not ship until the following Monday, based on the shipping method:
FedEx shipping options (except for overnight services) are NOT guaranteed to arrive on the estimated delivery date as FedEx suspended it's service guarantee during the COVID pandemic. See the FedEx Service Guide for more information. FedEx cannot deliver to a P.O. Box.
FedEx Home Delivery: can ship out Monday-Wednesday if placed by 2pm ET. UNLESS the delivery address is within a 1-day transit time - In this case, we can ship Monday-Thursday.
FedEx Two Day: can ship Monday-Thursday if placed by 2pm ET. Free Saturday delivery is available in most, but not all areas.
FedEx Priority Overnight: can ship Monday-Friday if placed by 2pm ET. Free Saturday delivery is available in most, but not all areas.
UPS shipping options (except for overnight services) are NOT guaranteed to arrive on the estimated delivery date as UPS suspended it's service guarantee during the COVID pandemic. See the UPS Service Guarantee for more information. UPS cannot deliver to a P.O. Box.
UPS Ground: can ship out Monday-Wednesday if placed by 2pm ET. UNLESS the delivery address is within a 1-day transit time - In this case, we can ship Monday-Thursday.
UPS 2nd Day Air: can ship Monday-Wednesday if placed by 2pm ET.
UPS Next Day Air: can ship Monday-Thursday if placed by 2pm ET.
USPS shipping options are NOT guaranteed to arrive on the estimated delivery date.
USPS Priority Mail: can ship Monday-Thursday if placed by 2pm ET. Live plant orders shipping to California will ship Monday-Wednesday.
Live plants and insects can only be shipped to destinations within the United States, excluding Hawaii.
Timberline feeders are drop-shipped by a third-party vendor. Orders will ship same day Monday-Thursday when placed before 2pm ET. Timberline may hold orders due to extreme temperatures in Illinois or at the destination.
MiceDirect frozen mice are drop-shipped by a third-party vendor. Orders will ship same day Monday-Thursday when placed before 2pm ET. MiceDirect may hold orders due to extreme temperatures at the destination.
Wholesale Shipping
Wholesale customers are not eligible for free shipping.
We've lowered the wholesale prices on many Josh's Frogs products AND added more brands (Exo Terra, Fluker's, Zilla, Zoo Med, oh my!) to our wholesale selection that weren't previously offered at a discount! Given the lowered cost, wholesale customers will be responsible for shipping charges, or you can pick up at a trade show at which we're vending. Wholesale shipping charges on dry goods cap at $250, at which point the order will be sent with an LTL freight carrier.
To stay up-to-date on wholesale exclusives and other important information, please make sure you're subscribed to our Wholesale Newsletter!
International Shipping
We will not ship insects, plants, or any animals outside of the USA.
We cannot ship any Hagen items internationally.
For international orders placed there may be extra charges such as taxes, duties, brokerage fees, etc. that your government/customs will assess on these packages. These charges change and are different for every country. These extra charges are the responsibility of the buyer.
Returns
Live Goods Return Policy
For biosecurity reasons, all living items (feeders, animals, plants) cannot be returned to Josh's Frogs for a refund or exchange. If there are health issues affecting your live product, we will refund or reship live products within the terms of our guarantees. Please see our Live Arrival Guarantees.
Dry Goods Return Policy
If you have received the wrong item: Whoops! Sorry about that! Email photos of the item and the packing slip to [email protected] and a customer service representative will assist you in getting the correct item. The photos will help our shipping department determine which product we did send. This helps with accuracy in future shipments and inventory.
If you no longer want the product or you ordered the wrong item: No worries, we accept returns on unused/unopened products up to 90 days after purchase! Once we receive the package, we will credit you (either a refund or store credit) for the price you paid for the product. After a product is opened or used we can no longer accept it as a return. Since the item is no longer new, it cannot be resold or exchanged. We do NOT cover original shipping cost or return shipping cost.
If the item is received broken or damaged: Email photos of the item(s) and the packing list to [email protected] and a customer service representative will assist you in getting a replacement unbroken/undamaged item.