Simplified Store Policy
The basics of what you can expect when ordering
Temporary Exception / Delay Notice
A temporary exception to typical order processing times is in effect. Please check the Updates Page for expected order processing times before contacting us for order updates. Every minute counts, and our whole team is working to pack & ship orders ASAP! We are unable to honor requests for rushed processing, order add-ons, or special order modifications at this time.
Weather Related Exception / Delay Notice
A weather event may impact order processing times. Please check the Updates Page for expected order processing times.
Select Store Policy View:
What To Expect When Ordering:
New to NEHERP? Please read this before ordering! ♥
Order Processing Schedule:
• Supply Orders: 1-2 Business Days
• Feeder Orders: 1-2 Business Days*
• Plant Orders: 1-3 Business Days*
* Weekend Hold Notice: To ensure the best chances of live arrival, we schedule perishable orders to avoid the 2-3 day delay associated with shipping over weekends. If your order contains perishables and was placed before a weekend, it will likely ship Monday for a quicker & safer transit! ♥ This applies to orders containing perishables only, not supply orders.
Transit Times Once Processed & Shipped:
• Standard Shipping: 1-5 business days (Map)
• Express Shipping: 1-2 business days (Map)
Basic Logistics Info
• An order confirmation email is sent instantly after ordering
• Tracking info will be sent once the order has shipped
• We process & ship orders Monday through Thursday
• Please take note of the weekend hold for perishables ↑
Perishable Guarantee
Our live arrival guarantee applies to all perishable orders which have a qualifying shipping method selected during checkout. If temperatures fall within the guaranteed range listed in the shipping method (shown in-cart), and the order is accepted on the first delivery attempt, the order's contents will qualify for our live arrival guarantee! If any guarantee-eligible perishables arrive in less-than-great condition, please email photos to support@neherpetoculture.com within 12 hours of receipt to qualify. We make this process easy, and will either replace or offer store credit on any damaged products for you ASAP! Orders with items totaling $30 or more qualify for free replacement shipping. Orders under $30 may have replacements included with a future order, or after covering a shipping fee.