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Shipping and Tracking

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*****SYR CUSTOMER SERVICE QUESTIONS*****

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30. 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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31. 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 five basic steps:

  1. Create an account

  2. Order packaging
    Allow about a week for delivery.

  3. Create your label.
    Click the Book A Shipment button or tab. Enter the necessary shipping and payment information. (Do NOT use a PO Box for the recipient's address. FedEx cannot deliver to a PO Box.)

  4. 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.

  5. 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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32. 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, 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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33. 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.

A $5 fee applies to every scheduled pickup, whether it is one box being picked up or dozens.

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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*****SHIPPING AND FEDEX QUESTIONS*****

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34. What can I ship with ShipYourReptiles?

You can ship non-venomous reptiles, amphibians, invertebrates, fish, and corals.

You can ship dry goods related to the reptile industry, such as food, bedding, cages, and housing materials.

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 and reptile supplies to and from business and residential addresses.

You must follow all 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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35. 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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36. 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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37. Can I ship to Puerto Rico?

Yes, BUT...

Puerto Rico has very limited species allowed in and there are multiple requirements beyond our typical booking procedulres. A Puerto Rico shipment cannot be booked directly from our website. 

Please contact us at 303-730-2125 or info@ShipYourReptiles.com to find out more and/or to make arrangements for your shipment.

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38. 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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39. 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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40. Are there any guidelines for packaging my shipment?

Absolutely.  Follow this link for detailed information on packing live shipments.

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41. 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.  

You want the actual FedEx facility, not a FedEx Office/Kinko's or Pak Mail type spot. Those retail outlets are independently owned businesses and may refuse live shipments. A simple trick to find ONLY the official FedEx Ship Centers 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.

  • Your package should be all taped up and ready to ship, and the prepaid shipping label should be securely fastened to the top. Your Lacey Act/IATA labeling should also be clearly visible.

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

 

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42. 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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43. 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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44. 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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45. 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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46. Can I schedule a Saturday delivery?

No.

Live reptile shipments must be shipped Priority Overnight, Monday through Thursday only. An overnight shipment on Friday won’t arrive until Monday. That is not acceptable and not permitted.

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47. 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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48. 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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49. I heard that FedEx won't ship live reptiles to residential addresses. Is that true?

Yes. However...

ShipYourReptiles has a FedEx exception and 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.

While a residential address is fine when shipping through SYR, a PO Box is NOT. Only US Postal trucks can deliver to a PO Box. FedEx cannot complete a delivery to a PO Box address.

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*****TECHNICAL AND MISC QUESTIONS*****

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50. 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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51. 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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52. 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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53. 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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54. The label I just bought has today’s dates on it, but I don’t want to use it until later. What do I do?

You can always book your label in advance. That is a very common practice.

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. It can be used any time within those 30 days, 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 use 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 one as needed. You must contact us within 30 days to receive a refund on an unused label.

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55. How long is my shipping label good for?

30 days.

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

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56. 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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