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SHIPPING & RETURNS POLICY

You've decided to make the enclosure of  your animals dream! This is an exciting time. We're here to help you get your items as quickly as possible. 

                                        Questions about shipping:
Where do we ship to?  We ship within the 48 contiguous United States. We do not ship to Hawaii, Alaska, or US Territories at this time.
Do we ship to P.O. boxes?   Yes, we can ship to P.O. Boxes within the 48 contiguous United States.
Do we ship internationally?   We do not ship internationally.
Do we offer free shipping?   We now offer flat rate shipping rates!

Spend  $0 to $24.99  shipping is $5.00
Spend $25.00 to $49.99 shipping is $10.00
Spend $50.00 to $99.00 shipping is $15.00
Spend over $100.00 and shipping is FREE!!
Which carrier and delivery time is chosen?  We know we always want our packages to arrive as quickly as possible. With this in mind, we ship USPS; typically priority mail with 3-day service. For very heavy orders USPS Flat Rate Shipping may be chosen.


How much is shipping for wholesale orders? Please refer to our wholesale order policies page.
Can I pick up my order at a trade show or reptile expo BioActive Supply will be at?    Yes! We can bring your order with us to a show. Orders will need to be placed 72 hours in advance. If your order is less than 72 hours prior to a show, please email us directly at SayHello@BioActiveSupply.com and we will try our darndest!
If I live locally, can I pick up my order?  Yes! We are located in San Leandro, Ca, and are not open to the public. Please contact us at SayHello@BioActiveSupply.com to make arrangements. 
Once my order is placed, how long does it take to process? Typical order processing time is 1-3 business days. We process orders Monday-Friday. There may occasionally be a delay due to a holiday, we would notify you in advance of your order. 
Once my order is placed can I make changes to it?  Once your order is placed and you've decided to make a change please email us at SayHello@BioActiveSupply.com IMMEDIATELY and we will try to accommodate your change. We are unable to combine orders, cancel orders, or change orders once your order is shipped. 
*Please note that we are unable to be responsible for any delays in shipping that are due to the carrier, weather, or acts of god. 

                                          Questions about returns:
I received the wrong item.  If you received the wrong item from us, we do apologize and will make it right. We try very hard to not let this happen, but in the case we do, please contact us within 5 days of your order arriving at SayHello@BioActiveSupply.com.
My order was received, but the items were damaged or broken.  Any items that arrive broken or damaged need to be reported to us at SayHello@BioActiveSupply.com within 72 hours of the package arrival and we will contact you. 
My order was delivered and then was stolen from my home. BrioActive Supply is not liable for packages stolen from your premises. If theft is a common occurrence, please contact us when placing an order at SayHello@BioActiveSupply.com and we will see about the package being held with the carrier for pick-up. 
I received my order. I DID NOT open or use any products and would like to return it.  Unused and unopened dry/non-living items can be returned within 30 days of purchase as long as the original packaging is not open or torn. Your refund will exclude all shipping costs. You will be responsible for shipping the item back to us. If you are considering returning an item please reach out to us at SayHello@BioActiveSupply.com for more details.
I received my order. I DID open the packages or use the items, but would like to return them. Any packages that are opened or used no longer can be returned.


 

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