Frequently Asked Questions
Everything you need to know about ordering, shipping, live animal care, and doing business with Alternative Pet Universe.
Looking For A Specific Animal?
Don't see the animal you're looking for? Please contact us before assuming it's unavailable.
Our inventory changes frequently, and not every animal we have access to is listed on our website at all times. Due to the constantly changing nature of the exotic animal industry, we may be able to source species, morphs, and animals that are not currently displayed in our online inventory.
For all animal availability inquiries and special requests, please email:
alternativepetuniverse@gmail.com
When contacting us, please include:
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Species you're searching for
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Desired morph, trait, or characteristics
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Quantity needed (if applicable)
Animal availability changes daily and cannot be guaranteed until an order has been confirmed.
Ordering & Availability
Do you have a physical storefront?
No. Alternative Pet Universe primarily operates through a specialized online ordering system, allowing us to serve customers locally and nationwide while maintaining a diverse and constantly changing inventory.
How does ordering work?
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Browse available animals and products.
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Place your order online.
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Your order enters our 24–72 hour processing and health review phase.
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Once approved, your shipment is prepared and tracking information is provided.
How Long Does Order Processing Take?
Most live animal orders require approximately 24–72 business hours for inventory verification, health evaluation, and shipment preparation.
Once approved for shipment, tracking information will be provided and the animal is typically delivered on the next available shipping day.
In most cases, customers can expect to receive their live animal within approximately 3–5 business days from the date the order is placed.
Please note that processing times, weather conditions, carrier delays, holidays, and other circumstances may affect delivery timelines.
Can I Order Multiple Animals In The Same Shipment?
In many cases, yes.
When safe and appropriate, multiple animals may be combined into a single shipment.
However, shipment size, species, animal welfare requirements, packaging needs, and carrier restrictions may affect how many animals can safely be shipped together.
Alternative Pet Universe reserves the right to determine the appropriate packaging and shipping method for all live animal orders and may assess additional shipping charges for unusually large or complex shipments.
Why hasn't my order shipped yet?
Unlike standard retail products, live animals require additional review before shipment. Every animal is evaluated for availability, health, and shipping readiness before being released for transportation.
Is the animal pictured the exact animal I will receive?
Unless specifically stated otherwise, photos are representative of the species, morph, or quality of animals we offer and may not depict the exact individual animal that will be shipped.
Can I request photos before shipment?
In some cases, additional photos may be available upon request. Please contact us prior to placing your order.
Shipping & Delivery
How much does live animal shipping cost?
All live animal orders are subject to a $65 Live Animal Shipping & Handling Fee.
This fee includes specialized packaging, shipment preparation, handling, health checks, insulated materials when necessary, and shipment coordination.
Why is live animal shipping more expensive than standard shipping?
Shipping charges represent more than carrier transportation costs and include expenses associated with:
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Animal preparation
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Health evaluations
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Specialized packaging
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Insulated shipping materials
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Shipment coordination
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Safe transportation procedures
Do I need to be home when my animal arrives?
Yes.
All live animal shipments require an adult signature upon delivery.
Can my package be left at the door?
No.
For the safety of the animal, live shipments cannot be left unattended.
Will I receive tracking information?
Yes.
Tracking information will be emailed once your order has completed processing and is ready for shipment.
Why hasn't my tracking updated?
Tracking information may not immediately update after a shipping label is generated. Carrier scans can take additional time to appear within the carrier's system.
Why was my shipment delayed?
The health and safety of the animal always comes first.
Alternative Pet Universe may delay shipment due to:
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Extreme temperatures
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Severe weather
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Carrier interruptions
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Unsafe shipping conditions
Live Animals
Are your animals healthy?
Every animal is evaluated prior to shipment and must meet our health and quality standards before being approved for transportation.
Can you guarantee the sex of an animal?
No, unless specifically stated in the product listing.
Can you guarantee future color, pattern, size, or temperament?
No.
Live animals are biological organisms and individual development may vary.
Do animals come with a health guarantee?
Please review our Terms & Conditions and Live Arrival Guarantee policies for complete details.
What should I have ready before my animal arrives?
Customers should have:
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Appropriate enclosure
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Heating equipment
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Lighting (if required)
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Proper substrate
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Food source
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Water source
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Any species-specific husbandry requirements
prepared before delivery.
Returns, Refunds & Cancellations
Do you accept returns on live animals?
No.
Due to the nature of live animals, all live animal sales are final.
Can I cancel my order?
Cancellation requests may be submitted before shipment.
Approved cancellations are subject to a 20% cancellation/restocking fee.
Why is there a cancellation fee?
When an animal is reserved, Alternative Pet Universe incurs costs associated with:
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Housing and care
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Feeding
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Inventory reservation
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Administrative processing
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Payment processing fees
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Shipment preparation
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Lost sales opportunities
Do you offer refunds?
Please review our Terms & Conditions regarding refunds, cancellations, and approved claim procedures.
Dead On Arrival (DOA) Claims
What should I do if my animal arrives deceased?
You must notify Alternative Pet Universe by email within one (1) hour of documented delivery.
Email:
alternativepetuniverse@gmail.com
What documentation is required?
You must provide:
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Photos of the animal
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Photo of the shipping label
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Photos of packaging contents
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Photo showing the animal positioned on its back (belly-up)
Why must the animal be photographed on its back?
This is a standard verification procedure that allows us to properly evaluate and document the claim.
Can I submit a DOA claim by phone?
No.
All DOA claims must be submitted by email with the required documentation.
Legal & Ownership Responsibilities
How do I know if an animal is legal where I live?
Customers are solely responsible for determining the legality of ownership within their city, county, state, and jurisdiction.
Do you sell animals to minors?
No.
Customers must be at least 18 years old to purchase live animals.
Do you guarantee breeding success?
No.
Breeding results depend on numerous biological and environmental factors outside of our control.
Are veterinary expenses covered?
No.
Customers are responsible for all veterinary care and expenses after delivery.
Contact Us
What's the fastest way to reach you?
Email is the preferred and fastest method of communication.
📧 alternativepetuniverse@gmail.com
Can I call?
Yes.
📞 940-465-3822
If we're unavailable, please leave a detailed voicemail including your name, phone number, and reason for calling, and we'll return your call as soon as possible.
Still Have Questions?
If your question wasn't answered here, please contact us by email and we'll be happy to assist.