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Shipping and Tracking Questions

Why should I ship with ShipYourReptiles rather than directly with FedEx?

We don't claim to be better than FedEx — they are the worldwide shipping leader — but we offer valuable benefits to our customers who are shipping live reptiles:

1) We are FedEx certified to ship live, non-venomous reptiles including snakes. When you ship with us, you don't have to go through the FedEx certification process.

2) With us, you can ship to and from residences. Standard FedEx reptile certifications only allow business-to-business shipping.

3) Our optional ShipYourReptiles Insurance covers the cost of shipments that arrive late and the value of animals that arrive late and dead. ShipYourReptiles provides the only way to insure shipments of live reptiles.

4) We provide awesome customer support. We are experts in both reptiles and shipping.

5) When you ship with ShipYourReptiles, you pay at least 20 percent less than FedEx retail rates. Ship with a higher volume, get an even better rate!

Book A Shipment today!

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Do you have a how-to video showing the packaging and shipping process?

We do! Grab some popcorn and enjoy!


See the ShipYourReptiles Shipping Standards and Get Help section for complete guidelines and TOS, including SYR Live Arrival Insurance.

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How do I contact ShipYourReptiles.com customer service?

We’re here to help.

Email: info@allproshipping.com
Phone: 303-730-2125
Fax: 303-347-0400

If you’re very patient, you can write a letter. Hey, you should FedEx it to us:

AllProShipping.com
Customer Service

9220 Teddy Lane
Unit 2000
Lone Tree CO 80124

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What can I ship through ShipYourReptiles.com?

You cannot ship illegal drugs, batteries, liquor, aerosols, firearms and ammunition, fireworks, explosives, mammals (no dogs, no cats), birds, dry ice and absolutely no venomous reptiles.

ShipYourReptiles.com is approved for the shipping of live non venomous reptiles, including snakes, to business and residential addresses.

You must follow the ShipYourReptiles.com Shipping Standards.

You must also follow all FedEx rules and restrictions. For more details, see this section of the FedEx site:

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How do I email a shipping label?

You can email a shipping label quickly and easily.

Once your shipment has been booked, you may print and/or e-mail the label at any time up to 30 days after booking. 

Sign into your ShipYourReptiles.com account and click on “My Account” and then “Order history.” 

This will open a page with list of all booked shipments under your account. Select the Booked Shipment you wish to e-mail the associated label from by clicking on the “View order details” link. 

From your Booking Overview page access the label by clicking on the “Print / Download 4x6 Shipping” box

This will bring you to your label.

PC USERS: If you are using Firefox or Internet Explorer simply right click on the shipping label image and choose “E-mail Picture” from the drop down list and then send to the recipient. If a window appears asking to resize the attachment, select “Keep the original size”. If you are using Chrome you will right click on the label and select "Save Image As..." and give the image a name and select where you want the file saved. Then locate the file and right click on it and click "Send to > Mail Recipient" and send your email.

MAC USERS: Go to “Print” and then click on the “PDF” button from the print screen (lower left corner) and select “Mail PDF” and then send to recipient. Alternatively, "Save as PDF" to your desktop, and attach it to your email at will.

 

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Species that are considered illegal, invasive or otherwise restricted

You may be breaking the law if you ship live species that are considered illegal, invasive or otherwise restricted by state or local authorities.

Penalties can be steep, and there is no legal protection for not knowing.

So do your homework!

To get started, call the destination's local U.S. Fish & Wildlife Service or United States Department of Agriculture office. These links will help you reach the right office:

U.S. Fish & Wildlife Service office directory

United States Department of Agriculture service center locator

For information about invasive species, check out United States Department of Agriculture National Invasive Species Information Center.

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Can I ship packages to Hawaii?

No, you cannot ship reptiles to Hawaii. Hawaii has strict restrictions on live imports. These restrictions include:

  • Absolutely no reptiles.
  • Limited aquatic species.
  • Limited plants.
  • And more.

Check the Hawaii Department of Agriculture's Importing Plants, Animals and Microorganisms to Hawaii pages for more info.

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Can I use dry ice?

No.

Using this site, you cannot ship a package containing dry ice.

Dry ice is classified as a hazardous material by the International Air Transport Association (IATA). It requires specialized packaging and identification that are not offered through ShipYouReptiles.com.

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Are there any guidelines for packaging my shipment?

For specific rules regarding the packaging of live reptiles, see the ShipYourReptiles.com Shipping Standards.

Always follow these general packaging guidelines:

  • Use a rigid box with flaps intact.
  • Remove any labels, hazardous materials indicators, and other previous and now irrelevant shipment markings from the box.
  • Use adequate cushioning material. Crumpled newspaper works well.
  • Use strong tape designed for shipping. DO NOT USE DUCT TAPE, SCOTCH TAPE OR MASKING TAPE to seal your package.
  • Do not use string or paper over-wrap.
  • Use a single address label with clear, complete delivery and return information.
  • Place a duplicate address label inside the package. When you order shipping kits through ShipYourReptiles.com, we provide a sheet for this purpose.
  • Fasten the FedEx reference note to your box next to the shipping label.

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How can I download the Fedex reference note?

It's important that you print the FedEx reference note (below) and fasten it to your box next to your shipping label. The note will answer FedEx employees' questions about your shipment with ShipYourReptiles.com.

FedEx Reference Note & Compliance Label Information Sheet

FedEx Reference Note & Compliance Labels - 4 per page

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Are live reptiles safe on FedEx planes?

Yes.

The cargo areas FedEx uses to carry ShipYourReptiles shipments are pressurized, and their temperatures are kept between 55 and 75 degrees Fahrenheit.

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How do I send a package with ShipYourReptiles.com?

We did our best to make the site simple and straight forward. But here are the three basic steps:

  1. Create your label.

    Click the Book A Shipment button or tab. Enter the necessary shipping and payment information.

  2. Print your label
    After you confirm your purchase, we will email your receipt and shipping label to you. You must print the shipping label within 30 days—it does not expire, but can only be used once. If you’re ready to print your shipping label, click the Print Shipping Label Now button.

  3. Give FedEx your shipment.
    You have two choices-

    • You can drop your package at a FedEx location. See How and where can I drop off my package?
    • We can arrange for FedEx to pick up your package. Contact us at Info@ShipYourReptiles.com or 303-730-2125.

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Should I require a signature for delivery?

We do not recommend you require a signature for delivery of live reptiles, but this is your own individual choice.

If the recipient is not available to accept the Signature Required package from the FedEx driver, the package will go back onto the truck for later delivery, most likely the following day.

In the case of live reptiles, it is preferable to have the driver leave the package at the address — in a location that’s protected from weather and extreme cold or heat.

NOTE: Be sure your customer/recipient is alert, ready, and watching for the imminent arrival of their package.

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Should I schedule a FedEx pickup?

That's up to you. There are pros and cons of having a FedEx driver pick up your package at your address.

Pro

- You don't have to take your package anywhere.

- The driver, a FedEx professional, will take your package without question.

Con

- You must be available to hand your package to the driver. Your package will generally be picked up in a 3 hour window that you select when scheduling the pickup.

To schedule a FedEx driver pickup, email us at info@ShipYourReptiles.com or call 303-730-2125 x1. Staff from ShipYourReptiles will ask you some basic questions then set up your FedEx pickup for you.

NOTE: When you call to schedule a pickup, be sure to tell us which FedEx shipping service (Priority Overnight, 2Day, Express Saver, Ground or Home Delivery) you are using. That way we can make sure the right truck gets sent to your location.

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How and where can I drop off my package?

We recommend dropping your package off at a FedEx Hub (known as "FedEx Ship Center" on the FedEx site). There are plenty of these locations, and they are generally convenient to where you live. This makes them perfect for afternoon drop offs.

  • Your package should be all taped up and ready to ship, and the prepaid shipping label should be securely fastened to the top. Your FedEx referral note should be taped next to your shipping label.

  • Call SYR to verify how late you can drop off your package at the chosen location. 

You can find your nearest FedEx drop-off location here.

NOTE: We recommend dropping your package off at a FedEx Hub/FedEx Ship Center NOT a "FedEx Office"  or "FedEx Authorized Ship Center". You want the actual FedEx facility, not a FedEx Office/Kinko's or Pak Mail type spot. A simple filter trick to find ONLY the actual FedEx facilities is to use this link and use the Filter to "Ship dangerous goods". Reptiles aren't "dangerous goods" but this filter will return ONLY the actual FedEx facility hubs.

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FedEx Office has refused to accept my live shipment. What can I do?

FedEx Office (formerly known as Kinko's) locations have the right to refuse live animal shipments. Different locations may or may not enforce this policy.

If you are turned away, use this search form at FedEx.com to search for a FedEx Ship Center (our recommendation, the actual FedEx Facility) or Office Max near you. Office Max locations have a FedEx counter and seldom turn away shipments.

Or contact us at 303-730-2125. We'll help you find another location, or we'll schedule a FedEx driver to pick up your package from your location.

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I called FedEx, and they said they don't ship live animals.

If you call or walk into a FedEx facility and ask if you can ship live reptiles, they will tell you no. This is correct in most cases.

It takes a special FedEx account to allow shipping of live reptiles through the FedEx system. FedEx offers a Live Reptile Certification that you have to pass in order to ship live reptiles. This can be a time consuming process. ShipYourReptiles has a specially created FedEx account that not only allows for the shipping of live reptiles, but specifically allows for SYR third-party shipping of live reptiles.

When you book a live reptile shipment through the ShipYourReptiles site, you will be shipping under the ShipYourReptiles FedEx certification. When using the ShipYourReptiles site, you are agreeing to meet our Shipping Standards, including temperature parameters and packaging requirements that meet the FedEx standards.

In addition, ShipYourReptiles allows for shipping to and from residential addresses (which is not allowed under the typical FedEx Live Reptile account). ShipYourReptiles offers an On-Time and Live Arrival Insurance program (also not offered through FedEx directly). Our Priority Overnight rate starts at 20% off the FedEx retail rate.

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How do I get FedEx to pick up my package?

If you want a FedEx driver to pick up your package at your location, call or email us at 303-730-2125 or info@ShipYourReptiles.com.

We can schedule a same-day pickup if you make your request before 12 noon your time.

For pickup on the next day or any date after that, simply indicate the date and a 3-hour window in the afternoon that fits your schedule.

Please be watching and ready for the driver’s arrival.

Note: The pickup fee is $5.

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How can I track my package?

FedEx uses a tracking number to identify and track every shipment as it moves through the system to its destination.

When you book a shipment with ShipYourReptiles.com, we give you that package’s tracking number, both on screen and via email.

To track the progress of your shipment, simply go to ShipYourReptiles.com, enter your tracking number in the box that says “Enter Tracking Number” and hit the “Track with FedEx” button.

This will send you to the FedEx site, where you’ll get all the information you need.

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How can I look at my shipping history?

It’s easy to peruse the shipments you’ve sent through ShipYourReptiles.com.

Go to ShipYourReptiles.com and log into your account. Go to "My Account" then follow the links from there.

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Why do you want my package weight and dimensions?

FedEx bases its transportation charges on three things:

  1. Service. For example, FedEx Priority Overnight. 
  2. Distance. The farther you send something, the more it costs.
  3. Weight/Size. The heavier/larger something is, the more it costs.

Weight can be determined in two ways:

  1. The actual weight. Put your box on a scale. 2.9 lbs. Easy.
  2. Dimensional weight. This might seem tricky, but it’s actually pretty simple. FedEx multiplies the package length x width x height, then divides by 139. That number is your package’s dimensional weight. (UPS uses the exact same calculation)

Example: Length 12" x Width 12" x Height 9" / 139 = 9.32 lbs.

FedEx looks at your package’s actual weight and dimensional weight then uses the heavier of the two, rounded up to the nearest whole number. So your package bills as 10 pounds.

If you could ship that same animal/item in a 12" x 9" x6" box, one of our most popular box sizes, dimensional weight is only 5 pounds. A 5-pound box will be MUCH less expensive to ship than an 10-pound box. Always use the smallest box you can safely and responsibly use. The larger the box, the more expensive it will be to ship!

Read this note: They measure your package with lasers. If they determine your package is bigger than you said it was, they will charge ShipYourReptiles.com an adjustment fee—then we’ll charge you that adjustment fee. So measure twice. How to avoid adjustment fees.

 

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How do I avoid additional charges?

When you enter inaccurate information, FedEx charges us an additional fee—then we charge you that fee. You'll see it on your credit card statement. This isn’t fun for any of us, and it’s worth avoiding.

Incorrect address charges

When FedEx attempts to deliver your package, but it turns out to be the wrong address, or the address doesn’t exist, they get annoyed. And they charge extra.

Please double-check your addresses and enter them accurately. 3911 Norwood Drive is not the same as 391 Norwood Drive, nor 3913 Norwood Drive, nor 3911 Norwood Avenue. The 80123 zip code is not the same as the 80128 zip code.

Each of those variations will incur an address correction fee of $14.00, which we will charge to your credit card. Please double check your address info for 100% accuracy.

Dimensional weight charges

FedEx measures your package with lasers, and if they determine your package is bigger than you said—bam!—additional fee.

IMPORTANT NOTE: The measurements shown on your box, say 12x9x6 inches, indicate the internal size of the box. This is the standard used by the packaging industry. However, FedEx measures the external size of the box, and they round up to the nearest inch. FedEx may measure our popular 12x9x6 box as 12x9x7 inches—and that's what they charge for.

Measure the outside of your sealed box accurately. Round up to the nearest inch. Enter your information correctly. Measure twice. Double-check your work. Seriously.

Incorrect Weight charges

Incorrect Weight shipping charge corrections occur when the weight of a package is greater than the weight indicated at the time of shipping, or it's greater than the dimensional weight (see above).

To avoid Incorrect Weight shipping charge corrections, use any standard scale and round up any fraction of a pound to the next full pound. Enter that number into the ShipYourReptiles.com interface—accurately, please.

Large and/or heavy packages

A package is considered a "large package" when its length plus its girth [(2 x width) + (2 x height)] exceeds 130 inches, but does not exceed the FedEx maximum size of 165 inches.

If your package is considered large, FedEx will add a large package surcharge of $50 and bill the shipping amount for a 90-pound package, regardless of your package's actual weight.

TIP: When you measure your package, be sure to measure the bulges. Bulges will push some larger boxes over the limit.

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Packages with an actual weight of more than 150 pounds, or that exceed 119 inches in length, or exceed a total of 165 inches in length and girth [(2 x width) + (2 x height)], as measured to determine their billable weight, are not accepted for transportation.

Additional handling charges

Additional Handling applies to the following:

  • Any article that is encased in an outside shipping container made of metal or wood
  • Any cylindrical item, such as a barrel, drum, pail, or tire, that is not fully encased in a corrugated cardboard shipping container
  • Any package with the longest side exceeding 60 inches or its second-longest side exceeding 30 inches
  • Any package with an actual weight greater than 70 pounds

FedEx also reserves the right to assess the Additional Handling Charge for any package that, at their sole discretion, requires special handling.

So there. Don’t try anything funny. If FedEx charges ShipYourReptiles.com an additional handling charge, ShipYourReptiles.com charges you that additional handling charge. It’s not fun, but it’s fair.

Residential delivery charges

FedEx defines a residence as a location that is zoned as a residence, including a business operating out of a home. If you’re breeding reptiles in your spare bedroom, sorry—it’s still a residence.

You can avoid Residential Delivery shipping charge corrections by selecting Residential Address when you enter the address. Residential surcharges are usually just a few dollars max.

 

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What are your return and refund policies?

Shipping services

If you have not shipped a package using your shipping label, we can void your label and issue you a refund. Contact us with your tracking number.

To guarantee on-time and live arrival, check out ShipYourReptiles Insurance.


Shipping supplies

We guarantee your satisfaction. To get a refund, you must notify us of your dissatisfaction and return the purchased materials within 14 days of your purchase. We will refund the price of your purchased products. You are responsible for the cost of returning those products. Contact us with your order number.

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What are your shipping rates for shipping supplies?

All shipping supplies are sent to you via FedEx Ground. Contact us for expedited air shipping.

Shipping kits - $9.50 each

Orders up to $49.99 - $10.75

Orders $50 to $69.99 - $13.95

Orders $70 to $89.99 - $14.95

Orders $90 to $109.99 - $15.95

Orders $110 to $149.99 - $19.95

Orders $150 to $249.99 - $25.95

Orders $250 to $299.99 - $32.95

Orders $300 to $349.99 - $37.95

Orders $350 to $399.99 - $45.95

Orders $400 to $499.99 - $59.95

Orders $500 to $599.99 - $69.95

Orders $600 to $699.99 - $85.95

Orders $700 to $799.99 - $95.95

Orders $800 to $899.99 - $115.95

Orders $900+ - $125.95

If you have an unusually bulky, heavy, or extra large order, feel free to call for a custom shipping quote directly, we may be able to save you money compared to the standard flat fee structure. We reserve the right to change shipping rates at any time.

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When will my package arrive?

If you have already booked your Priority Overnight label, the guaranteed delivery time will be displayed in the lower right quadrant of the label, as shown. For most addresses, your Priority Overnight package will arrive by 10:30 a.m. Tuesday through Friday. There is NO DELIVERY on Saturday or Sunday. DO NOT send a live reptile package on Friday; it will not arrive until Monday, and that is not acceptable.



Note: In some outlying areas, Priority Overnight packages are delivered by noon. In farther outlying areas, Priority Overnight packages are delivered by the end of the day.

To check the expected or guaranteed delivery time for your destination, go to the FedEx Rates & Transit Tool and enter the Ship From and Ship To ZIP codes, choose a shipping date, enter a package weight then click on the “Get quick quote” button.

Businesses often have morning drop-offs. If morning delivery is essential, consider sending your package to a business address.

When you're shipping a live reptile, it's important that your recipient be available to receive your package, no matter when it arrives.

  • If you require delivery confirmation, the recipient must be alert, ready and waiting for the FedEx driver. You do not want the package going back onto the truck for delivery the next day.
  • If you do not require delivery confirmation, tell your recipient to check the front and back doors, the porch—all around the house—to make sure the package doesn't sit outside. 

Special note for Alaska and Hawaii

Do not ship live reptiles to Hawaii. More on that here.

Because of its remoteness and limited FedEx services, certain zip codes in Alaska require one or more additional days for pickup and delivery of overnight shipments.

To make absolutely sure you are not sending a package to one of these locations, we recommend pre-determining the guaranteed delivery date and time by going to FedEx Rates & Transit Tool and entering the ZIP code you intend to ship to. By selecting “Get quick quote” you will know if additional time will be required to deliver your package.  

You can also contact our customer service department at 303-730-2125 or info@allproshipping.com for any help you may need on this.

Note: Don't forget your heat or cold packs!

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Does FedEx pick up or deliver on holidays?

In general, no. Please plan your shipments around the FedEx Holiday Schedule.

FedEx observes these holidays:

  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas
  • New Year’s Eve
  • New Year’s Day

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How long is my shipping label good for?

The ShipYourReptiles system assumes the day you create your label is the day you will be shipping. However, you can print your label any time within 30 days of booking your shipment. Once your label has been printed, it does not expire. It can be used any time, but it can only be used once.

Do not worry about the date on the label. The label does not become "active" until it's scanned by FedEx. Once you put the package into the system, all tracking and delivery information will update appropriately.

Note: If you book your label before the day you will be shipping, please be sure to check the top of the ShipYourReptiles home page on the day of shipping (before you ship) for any warnings or restrictions.  

Note: If you do not print your label within 30 days of creating it, contact us at info@shipyourreptiles.com or 303-730-2125 x1. We will issue a refund for the unused label. You can then create a new label. You must contact us within 30 days to receive a refund on an unused label.

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How do I get my shipment held at a FedEx facility?

If you want to have your package held for pickup at a FedEx facility, be sure to enter "FedEx Ship Center" in the Organization field and "HOLD AT FACILITY" in the second address field, as shown. Be sure to use an accurate name for your recipient, as they will be required to show a matching ID to pickup the package. Having "Big Brain Brian" listed as the recipient could cause issue or delay with FedEx releasing the package. 

You must ship to a FedEx staffed facility, NOT an "Authorized Ship Center" or FedEx Office/Kinko's location. Shipping to a FedEx Office/Kinko's location may get your package delivery refused.

You can find your nearest FedEx facility location here.

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How can I tell which hub my package will be routed through?

Do you wonder what hub your FedEx package will be routed through? You can decode your routing with this label insight!

routing sampleThe first character in the routing code indicates which hub the package will be routed through. "X" indicates the package will be routed through the main hub in Memphis, TN. "N" indicates Indianapolis, IN. Packages staying within the state are indicated by a numeric character. 

There are also smaller regional hubs- "A" is Ft. Worth, TX. "W" is Oakland, CA. "Q" is one of the Los Angeles area hubs. "E" is Newark, NJ.

(Packages can sometimes be rerouted for expediency, so this is about 98% accurate. There is no way to check this routing information until you book your label.)

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How does ShipYourReptiles insurance work?

Note: At this time Live Arrival Insurance does not apply to aquatics. We are working on adding this in the near future!

ShipYourReptiles On-Time and Live Arrival Insurance covers the cost of your shipment if it's delivered late, and it covers the value of the animal if it's delivered late and dead.

You can easily purchase ShipYourReptiles insurance when you Book a Shipment.

  • On the Shipping Details page, in the Additional Services sections, check the "ShipYourReptiles insurance" checkbox.
  • Select the amount of insurance you want.
  • Read the Terms and Conditions.
  • Check the "I have read and accept all Terms and Conditions" checkbox.

The insurance charge will be added to your shipment.

NOTE: SYR On-Time and Live Arrival Insurance is NOT an "anything goes" insurance plan. It insures that your package will arrive on time (according to FedEx Guaranteed Times) and alive. It is not carte blanche that anything can happen and you are covered. Read the limitations and details below-

Summary

ShipYourReptiles Insurance covers the cost of your shipment if it's delivered late, and it covers the value of the animal if it's delivered late and dead.

  • ShipYourReptiles Insurance provides the only way to insure live and on-time delivery of live reptiles. ShipYourReptiles Insurance protects you against late delivery and animal death due to late delivery.
  • Claims for late arrival must be reported within seven days of the recorded delivery time.
  • Claims for dead arrival must be reported within four hours of the recorded delivery time.
  • Priority Overnight insurance costs $2.50 per $100 in insured value. Priority Overnight insurance is required to cover live shipments.
  • 2Day, Express Saver, Ground and Home Delivery insurance costs $1.00 for each $100 in insured value. No live shipments will be covered with these services.
  • By default, we provide you with the minimum $100 in coverage. You can decline insurance coverage by un-checking the insurance check box, or you can add coverage by increasing the insured value in the menu.
  • If you want on-time arrival insurance only, you must select at least the minimum insurance coverage of $100.
  • In order to guarantee full coverage, we recommend you insure the combined value of your shipping charges and the reptile you are shipping.
  • For a DOA claim to be covered, the package must also be delivered late, according to FedEx' guaranteed delivery time. On-time live arrival is the shipper's responsibility based on the ability to pack a healthy animal according to ShipYourReptiles shipping standards
  • Recipient must be available to accept package, either directly from driver or retrieve it as soon as possible from spot where the FedEx driver left it. If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
  • For a delivery to be considered late, it must arrive 60 seconds or more after the FedEx guaranteed delivery time.
  • If you decline insurance for any ShipYourReptiles shipment, you are not eligible to receive a refund for the shipping charge or a payment for the value of your shipment. 

Insurance cost and coverage

  • Priority Overnight insurance costs $2.50 per $100 in insured value. Priority Overnight insurance is required to cover live shipments.
  • 2Day, Express Saver, Ground and Home Delivery insurance costs $1.00 for every $100 in insured value. No live shipments will be covered with these services.
  • 2Day, Express Saver, Ground and Home Delivery insurance covers only the demonstrated market value of your loss. Terms and Conditions of FedEx Services apply to Ship Your Reptiles On-Time and Live Arrival Insurance for 2Day, Express Saver, Ground and Home Deliver shipments. For more detail, read Terms and Conditions of FedEx Services.
  • $100 minimum coverage, $10,000 maximum, in $100 increments. Inquire for high value insurance up to $50,000+
  • If you want on-time arrival insurance only, you must select the minimum insurance coverage of $100. This will give you $100 of insurance, which will cover your shipping charges and, in the case of a DOA, shipping charges and animal value up to a total of $100.
  • To insure both on-time and live delivery, you must insure the value of both the shipping charge and the reptile. For example, if your shipment costs $50 and your live reptile is worth $250, you should purchase $300 worth of insurance.
  • To get full coverage, round up to the nearest hundred. Example: If your shipment costs $50 and your live reptile is worth $500, you should purchase $600 worth of insurance.
  • If you void your unused shipping label, ShipYourReptiles will refund 100 percent of your shipping and insurance charges.

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How do I file an SYR Insurance Claim?

Claims – late delivery

If the package is delivered 60 seconds or more after the FedEx guaranteed delivery time, it is considered late.

Zip codes that are categorized by FedEx as urban, rural or remote will receive deliveries by 10:30 a.m., noon or 4:30 p.m. respectively. Check the expected delivery time for your destination at FedEx Get Rates and Transit Times.

Claim payment will not be made if shipment is delayed by a FedEx National Service Disruption. This rare but catastrophic disruption is usually caused by extreme weather conditions such as hurricanes and blizzards.

To report a late delivery, shipper must contact ShipYourReptiles within seven days of delivery. Report a claim via info@shipyourreptiles.com or 303-730-2125 x1. As soon as the claim is reported, ShipYourReptiles will provide further instructions.

A claim can be reported with a voice mail or email. ShipYourReptiles will record the claim at the message’s time stamp. Claim payments will be made to the shipper.

Claims – dead delivery (DOA)

ShipYourReptiles live-arrival insurance protects you against animal death due to late delivery.

For a DOA claim to be covered, the package must also be delivered late, according to FedEx guaranteed delivery time. Zip codes that are categorized by FedEx as urban, rural or remote will receive deliveries by 10:30 a.m., noon or 4:30 p.m. respectively. Check the expected delivery time for your destination at FedEx Get Rates and Transit Times. If the package is on time, there’s no reason the animal shouldn’t be alive given a healthy animal and proper packaging and weather precautions, as per ShipYourReptiles shipping standards

Recipient must be available to accept package, either directly from driver or retrieve it as soon as possible from spot where the FedEx driver left it. If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 

If claim includes late delivery and dead arrival, ShipYourReptiles must be contacted (by the shipper or recipient) within four hours of the official delivery time, as recorded by the FedEx driver. The claimant must provide an email address and phone number, as well as the package’s FedEx tracking number.

Report a claim via info@shipyourreptiles.com or 303-730-2125 x1. As soon as the claim is reported, ShipYourReptiles will provide further instructions.

A claim can be reported with a voice mail or email. ShipYourReptiles will record the claim at the message’s time stamp.

We recommend the shipper instruct the recipient to contact ShipYourReptiles directly, so the claim can be recorded as soon as possible. ShipYourReptiles will follow up with the shipper to handle the claim.

The Live Harmless Reptile sheet that must be placed inside the top of each box contains directions for the recipient to contact ShipYourReptiles in case of a claim.

Shipper must provide a receipt for the purchase of the live reptile. If the shipment is not a commercial transaction, shipper must provide a copy of the itemized packing list from the package, which is required by the Lacey act. This provides proof of value.

Shipper must follow all ShipYourReptiles shipping standards, including rules for packaging and temperature.

Shipper must provide clear digital photos or video of all packaging, showing legible label on the box, condition of outer box, insulation inside box, packing material, heat/cold pack if applicable and snake bag/deli cup. This proves the shipper followed ShipYourReptiles shipping standards.

Shipper must provide clear digital photos or video of the animal, clearly showing its condition and markings, as well as rolled onto its back. This provides proof of dead arrival.

Animal must be kept frozen for 90 days or until the claim is released, whichever comes first. If the animal can’t be provided upon ShipYourReptiles request, the claim will not be paid.

All evidence — receipt/packing list and photos/video — must be provided within eight hours of the delivery. Claim payments will be made to the shipper.

Limitations

If package is delivered on time according to FedEx guaranteed delivery time, live-arrival insurance is nullified. On-time live arrival is the shipper’s responsibility based on the ability to pack a healthy animal according to ShipYourReptiles shipping standards. Zip codes that are categorized by FedEx as urban, rural or remote will receive deliveries by 10:30 a.m., noon or 4:30 p.m. respectively. Check the expected delivery time for your destination at FedEx Get Rates and Transit Times.

If package is sent during a ShipYourReptiles "no-ship" period -- as noted on the Book A Shipment page under Package Information -- insurance is nullified. No-ship periods are noted for holidays, bad weather and other conditions that can affect FedEx deliveries.

Package must be received on first delivery attempt. Package may be dropped off by FedEx driver at the destination, accepted by someone at the destination or, if delivery confirmation is required, signed for at the destination. If delivery confirmation is required, and no one is available to sign for the package, this qualifies as a first delivery attempt. If package goes back onto truck for later delivery, live-arrival insurance is nullified.

Packaging must meet ShipYourReptiles shipping standards, which include temperature parameters and shipping materials. The best way to ensure compliance is to use a ShipYourReptiles shipping kit.

The outgoing shipment must be scanned into the FedEx system in time for end-of-day pickup Monday through Thursday.

ShipYourReptiles insurance applies exclusively to live non-venomous reptiles and amphibians. This insurance does not cover insects, bugs and other creatures; or animals that are disallowed byShipYourReptiles Shipping Standards.

ShipYourReptiles Live Arrival Insurance does not cover injuries incurred during shipping, whether the package is delivered late or on time. This includes dropped tails, neurological claims, etc. It is the responsibility of the shipper to ensure proper packaging and a properly packaged animal will arrive safe and unharmed.

Live arrival - ShipYourReptiles does not pay if:

  • Package is on time according to FedEx guaranteed delivery time. If package is held for pickup at a FedEx facility, it is considered on time if it reaches the facility by the FedEx guaranteed delivery time. NOTE: The official delivery time is recorded by the driver when the driver delivers the package at the destination.
  • Shipment does not follow all ShipYourReptiles shipping standards.
  • Shipment is not sent via Priority Overnight service.
  • Package is not delivered on first attempt.
  • Claimant does not follow proper claim procedure (missing four-hour claim window, failure to provide required evidence within eight hours).

On-time arrival - ShipYourReptiles does not pay if:

  • Package is not delivered on first attempt. If package is held for pickup at a FedEx facility, it is considered on time if it reaches the facility by the FedEx guaranteed delivery time. NOTE: The official delivery time is recorded by the driver when the driver delivers the package at the destination.
  • Recipient must be available to accept package, either directly from driver or retrieve it as soon as possible from spot where the FedEx driver left it. If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
  • Keep in mind that guaranteed delivery time varies by location. Zip codes that are categorized by FedEx as urban, rural or remote will receive deliveries by 10:30 a.m., noon or 4:30 p.m. respectively. Check the expected delivery time for your destination at FedEx Get Rates and Transit Times.

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What about the FedEx money back guarantee?

FedEx does not offer shipping refunds for late arrival for live shipments. In fact, refunds for live shipments are specifically exempted in the Live Shipper Certification agreement:

"Company agrees to waive any right to receive adjustments, refunds or credits under the Money Back Guarantee Policy as defined in the FedEx Service Guide in effect at the time of shipment."

If you are FedEx certified to ship live reptiles, you will find similar wording in your FedEx contract. It is against FedEx policy to issue a credit or refund for a shipment containing any live animal.

We launched ShipYourReptiles Insurance to fill this gap in coverage. You can easily get insurance when you Book a Shipment.

Learn more about ShipYourReptiles Insurance.

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Doesn't Delta Cargo offer live arrival insurance?

No, they do not. This is a common misconception among shippers of reptiles and other high-value animals.

When you ship with Delta Cargo (aka Delta DASH), you can enter a declared value -- for which you pay extra -- but this declared value is only useful when have to file a claim with your own insurance company. Delta Cargo does not provide live arrival insurance. Delta Cargo does not cover your loss for a DOA shipment.

ShipYourReptiles provides the only way to insure live and on-time delivery of live reptiles. Learn more about ShipYourReptiles Insurance.

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Doesn't FedEx normally ship live reptiles to residential addresses?

No.

ShipYourReptiles provides an approved way to ship live reptiles to and from residences with FedEx. Typical FedEx-certified reptile shippers are operating under the standard FedEx Live Reptile Certification. This standard agreement says the following:

"Company acknowledges that all shipments tendered to FedEx under this Agreement are for Business to Business delivery only. No residential deliveries are allowed under this agreement."

The unique agreement between ShipYourReptiles and FedEx specifically allows shipments of live reptiles to and from residential addresses.

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Why did you charge my credit card after my package shipped?

We charge you based on the information you provide when you book a shipment.

FedEx charges us based on their measurements. If your package measures larger or heavier than you entered, or if your shipment incurs additional charges such as address corrections or additional handling, FedEx charges us additional fees. 

When we receive the invoice from FedEx (often a week or more after your shipment), we charge you for these additional fees.

To minimize these additional fees, please make sure you're entering accurate information and following the ShipYourReptiles Shipping Standards.

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How do I update my credit card info?

From time to time you'll need to update your billing address, card number, expiration date or CSC code. This is easy to do:

  • Log in to your account.
  • On the left side of the page, under "Manage Your Account," click "Stored Payment Methods."
  • Click "Edit" under the credit card you want to update.
  • Update the information and click "Update Payment Method." To avoid declined charges, make sure the address listed on your card matches the address your bank has on file.

If you must update your card info while you are booking a shipment, you have to leave the shipping process, update the card info then start booking your shipment over again.

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Protect the future of reptile keeping

When you book a shipment, you can add a donation to USARK to help ensure the future of reptile and amphibian keeping, breeding and shipping.

100 percent of proceeds go to the United States Association of Reptile Keepers (USARK).

The future of the reptile and amphibian hobby/industry depends on our ability to fight legislative battles meant to take away our rights to keep/breed/ship live reptiles. We are seeing new anti-reptile legislation (reptile bans) every week. Region to region, city to city, state to state, it is going to be a continual political battle to protect our rights to keep, breed and ship reptiles. We have to develop stronger fundraising abilities to keep up this fight. USARK is fighting to protect your rights, and they need your help, support and financial commitment.

Please consider becoming a paying member of these organizations that fight for your rights. They need your support. To further the cause, please donate even a small amount each time you ship. A few dollars in the jar is not so impressive on its own, but multiply it by ten thousand shippers, donating a dollar or two each time they ship, and we will really be making a difference!

Protect your own future!

 

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What is your Privacy Policy?

Our Privacy Policy can be found here.

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What are your Terms & Conditions?

Our Terms & Conditions can be found here.

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What if I'm shipping to Alaska?

Because of the remoteness of some areas, Alaska has limited FedEx service. Some locations require one or more additional days for Priority Overnight shipping, and there are some locations that FedEx does not provide service for. 

Anchorage, Eagle River, Chugiak, Kenai, Soldotna, and Homer have true overnight shipping, meaning that a shipment to a zip code within one of these cities will arrive in one business day.

For any other city, you should make sure that Priority Overnight service is available before shipping. You can pre-determine the guaranteed delivery date and time by going to FedEx Rates & Transit Tool and entering the ZIP code you intend to ship to. By selecting “Get quick quote” you will know if additional time will be required to deliver your package or if FedEx Priority Overnight service is unavailable. 

Find “Priority Overnight” under the “Services” column, and look to the left under the “Delivery Date/Time" Column. If this states “delivery date unavailable” this means that FedEx does not provide overnight service for this zip code and your package should not be shipped through FedEx/ShipYourReptiles. If you run a Quick Quote at ShipYourReptiles.com and the transit time for Priority Overnight is listed as “N/A” this also indicates that FedEx does not service the zip code you are shipping to.  

If you ship to a location in Alaska that is not serviced Overnight/Next Day by FedEx, this falls outside of ShipYourReptiles Terms of Service and insurance coverage will not be valid.

If you have any questions about whether FedEx services address you are shipping to, please contact ShipYourReptiles Customer Service at 303-730-2125 or info@shipyourreptiles.com.

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