General Shipping Policy

• Springtails, isopods, and other live critters ship separately from the rest of your order. 

• Tracking information will be sent via email once the shipment information for live animals/clean-up crew is generated.

• To qualify for the Live Arrival Guarantee, the shipment must be received in-person and notification via email of Dead Upon Arrival (DOA) shipments must be sent within one (1) hour of delivery.

• Orders may be postponed at the discretion of The Bio Dude due to weather and/or holidays.

• Arrangements for pickups at FedEx Ship Centers can be made when necessary.

• We ship via FedEx and USPS Monday through Friday and align our shipping dates with all carrier Federal Holiday closures.

Weather & Temperature Responsibility

• The Bio Dude is NOT RESPONSIBLE for the death of live plants and animals when temperatures at the shipping destination are below 35°F or above 90°F. This is outlined at checkout when terms and conditions are selected.

• The Bio Dude may delay certain shipments due to unsafe weather conditions; however, not all shipments are screened for weather conditions.

• This is especially true for springtails,  isopods and plants, which may ship without weather review.

• By placing an order, the customer acknowledges that it is their responsibility to ensure weather conditions are appropriate for safe delivery.

• Orders placed when temperatures are below 35°F or above 90°F ship at the customer's risk and are not eligible for Live Arrival Guarantee claims.

Shipping Rates

• Orders over $75 qualify for $9.95 flat-rate shipping. Flat-rate shipping does not apply to shipments to Alaska.

• Flat-rate shipping also excludes items that ship separately, such as isopods and springtails.

• We ship via FedEx and USPS Monday through Friday and do not ship on Federal Holidays.

Live Animal Shipping

• Flat-rate animal shipping is $54.99. This includes:

• Insulated shipping box

• Phase 22 packs

• Heat pack (when weather conditions allow)

• Shipping rates may be combined with additional charges at checkout depending on the contents of your order. Please note that, due to The Bio Dude’s location in Texas, heat packs cannot be safely used during most months of the year.

Live Arrival Guarantee

• Live animals and cultures are shipped with a Live Arrival Guarantee, provided all claim requirements are met.

• Someone must be present at delivery to qualify for the Live Arrival Guarantee.

• Claims must include photos of the specimen and packaging.

• Failure to report within the required time window will result in claim denial.

• The Live Arrival Guarantee only applies when temperatures at the shipping destination are above 35°F and below 90°F.

• Shipments delivered outside this temperature range are not covered under the Live Arrival Guarantee.

• Approved live arrival claims are resolved only through replacement shipment or store credit. Refunds are not issued for live animals or live cultures.

Reptiles, Snakes & Frogs 

• After placing an order, our team will contact you to complete the following steps before shipping:

• Schedule a safe and ethical shipping date

• Review your habitat setup (photos and lighting information may be requested)

• Complete an animal purchase contract covering warranty and care standards

This contract must be completed prior to shipping any live animal.

• The Bio Dude reserves the right to cancel any live animal order if proper husbandry or shipping conditions cannot be confirmed.

• Reptiles, snake and frogs come with a fourteen (14) Day Thrive Guarantee. Please note that Tarantulas, Centipedes or any other animal in this collection are not covered under this guarantee. 

Dead on Arrival (DOA) Claims for Live Animals

• In the event of a DOA, The Bio Dude must be contacted via phone or email within fifteen (15) minutes after delivery by email at customercare@thebiodude.com or phone at (717) 305-0684.

• Claims must include photos of the specimen and packaging.

• Claims submitted after this time window will be denied.

Live Animal Refund Policy

• Due to the nature of live animal shipping, refunds are not offered for live animal purchases.

• Approved claims will receive either a replacement shipment or store credit, issued at the discretion of The Bio Dude.

Springtails (FedEx Express)

• This policy covers all springtail cultures shipped via FedEx Express.

• Springtails may ship without weather screening.

• Customers are responsible for confirming that temperatures at the delivery location are above 35°F and below 90°F.

• Orders placed outside this temperature range ship at the customer's risk and are not eligible for Live Arrival Guarantee claims.

DOA Springtail Claims

• In the event of a DOA, The Bio Dude must be notified within one (1) hour after delivery via email at customercare@thebiodude.com or by phone at (717) 305-0684..

Claims submitted after this window will be denied.

• The Bio Dude requires photos and/or video(s) of the culture upon submission of a claim..

• If no springtails are observed upon arrival, customers may be asked to:

1. Open the culture for several minutes

2. Feed the culture

3. Reseal the container

4. Wait approximately three (3) to five (5) days

This allows eggs to hatch and the culture to recover. Carbon dioxide can accumulate during transit, which may cause adult springtails to perish while eggs remain viable.

• If the culture fails to recover within the given timeframe, The Bio Dude may offer a replacement shipment or store credit at our discretion. Refunds are not issued for live cultures.

Isopods (FedEx Express)

• This policy covers all isopods shipped via FedEx Express.

• Isopods may ship without weather screening.

• Customers are responsible for ensuring temperatures at the delivery location are above 35°F and below 90°F.

• Orders placed outside this temperature range ship at the customer's risk and are not eligible for Live Arrival Guarantee claims.

DOA Isopod Claims

• In the event of a DOA, The Bio Dude must be notified within one (1) hour after delivery via email at customercare@thebiodude.com or via phone at (717) 305-0684. Claims submitted after this window will be denied.

• The Bio Dude requires photos and/or video(s) of the carcasses of deceased isopods.

• If a claim is approved, The Bio Dude may offer a replacement shipment or store credit.

Live Plant Policy

• Live plants are individually wrapped for shipment.

• The Bio Dude is not responsible for dead plants when temperatures are below 35°F or above 90°F.

• Plants ordered during extreme temperatures ship at the customer's risk.

• If there is an issue with your plants, The Bio Dude must be contacted within twenty-four (24) hours after delivery.

• Photos of the item(s) will be required as part of the claim process.

• Customers may be asked to plant the specimen and allow recovery time before a final decision is made.

• Approved claims may receive store credit at The Bio Dude's discretion.

Order Issues (Damaged, Missing, or Incorrect Items)

• If your package contains incorrect items, missing items, or shipping damage, you must report the issue within 48 hours of delivery via email at customercare@thebiodude.com or via phone at (717) 305-0684. Claims submitted after this time window will be denied.

Address & Delivery Responsibility

• The Bio Dude is NOT RESPONSIBLE for packages sent to an incorrect address entered by the customer at checkout.

• The Bio Dude is NOT RESPONSIBLE for stolen packages. Customers are responsible for ensuring they receive their shipment in a timely manner.

Product Returns

Non-Returnable Items

The Bio Dude does not accept returns on the following products:

• Kages enclosures

• Vivarium Electronics enclosures

• Habistat enclosures

• Substrates

• Live plants

• Solar Grow fixtures and bulbs

• UVB fixtures and bulbs

• Heat bulbs

• MistKing products

Defective Products

• For defective items, Customer Care must be contacted within five (5) days of receiving the item.

• Claims submitted after this window will be denied.

• If applicable, The Bio Dude will provide a return label.

• After the item is returned, The Bio Dude may offer a replacement, store credit, or refund at their discretion.

• Refunds or credits are not issued until the item is returned and inspected.

Non-Defective Returns

• Customer care must be contacted within five (5) days of receiving the item.

• Claims after this window will be denied.

• Customers are responsible for return shipping costs.

• Once the product is received and inspected, a refund or credit will be issued to the original payment method.

• Refunds or credits are not issued until the item is returned.

Reptile Kages (PVC Enclosures)

• This policy applies to PVC enclosures manufactured by reptilekages.com exclusively for The Bio Dude.

• Each enclosure is built after the order is placed.

• All Kages ship via LTL freight.

• Tracking information will be provided to the customer once shipped.

• Invalid or incorrect addresses may result in additional delivery fees.

• The Bio Dude and Reptile Kages are not responsible for delivery issues caused by incorrect address information.

• If a Kage arrives damaged, broken, or misdelivered, reptilekages.com must be contacted within twenty-four (24) hours of delivery.

• Photos and videos will be required to process the claim.

• All claims will be handled according to Reptile Kages' policies.

• The Bio Dude, Inc. is not responsible for misdelivered, damaged, or broken Kages.