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Placing An Order | Customer Service | Shipping | Online Ordering | Returns | International Orders | Privacy & Security
Placing an order:
- Order online by setting up an account.
- Call us at (321) 777-1155 - (Toll Free- 1-866-404-3777). We will be happy to answer any product questions you may have and take your order in person.
- FAX your order to (321) 777-0150
- Send us an e-mail: info@herpsupplies.com
Feel free to call us, drop us an e-mail or use our online request form to get more information.
Mail orders may be sent to:
Pondside Herp Supply
1767-C South Patrick Drive
Indian Harbor Beach, FL 32937 USA
Please call or e-mail us if you have any questions.
We accept MasterCard, VISA, Discover, American Express, **PayPal, money orders, and *personal checks.
    
IMPORTANT NOTES: If you choose to pay by check or money order, you must send the check or money order to us first, or you can use PayPal to pay with an e-check from your checking account. Your order will ship as soon as we receive payment. (*see notes below)
Personal Check Policies:
Personal checks may cause a delay in shipping. At the bank's discretion, they may take up to 10 days for processing, though we generally ship orders within a day or two of receipt of your check. There are additional charges for returned check.
*When paying by personal check, payment must be received within 20 days from date of order. If the check is not received within 20 days, the order will be cancelled and will have to be re-ordered to continue the purchase.
** is an online payment service, where you can use your credit card or checking account to make or receive payments for online auctions, or deliver payments directly to thousands of internet merchants. Please note that if you use an e-check to make your PayPal payment, it generally takes 4 business days for PayPal to release those funds to us. Your order will ship just as soon as we receive notification from PayPal that the funds have cleared.
Please note: All prices are subject to change at any time.
Customer Service:
SHIPPING
Orders Shipped Promptly:
InStock merchandise is usually shipped within 24 hours. There will be no extra freight charge for back-ordered items shipped via UPS or Priority Mail. If an item can NOT be shipped within 72 hours, we will contact you via email. If we do not recieve a response via email within 24 hours we will attempt to contact you via Telephone. Depending on your email security settings some of our outgoing emails might end up in your spam folder. If you feel you have not received an email from us when you were supposed to please check this folder.
Shipping Rate Information:
Read our Shipping Rate FAQ for some basic information to help you sort through the maze of shipping methods and costs.
Important Note for our Florida Customers: UPS Ground and USPS Priority mail orders will reach most Florida addresses next day. Paying extra for either 2nd Day Express or 3 Day Express will actually delay your package most of the time. Areas in the Pan Handle and the Keys are the only two areas that we sometimes see it take two days for delivery. We recommend you pay the extra shipping costs for gauranteed overnight on orders that absolutely have to arrive Next Day.
NOTE: In Stock Orders received after 3:00PM (EST) on Friday will be shipped on the following Monday.
UPS DOES NOT DELIVER ON THE WEEKENDS! EXAMPLE: IF YOU PICK 2ND DAY ON A THURSDAY YOUR ORDER WILL NOT ARRIVE UNTIL MONDAY!
Online Shipping Calculator:
Shipping will be charged at our actual cost only. The online form gives you a good approximation of the shipping costs, but it can over-estimate the cost in some cases. If you would like to see an approximate shipping time chart visit our "Estimate Shipping" feature after a product has been put in your shopping cart.
IMPORTANT:
If the online shipping calculator over-estimates the cost, your total will be lower than shown on the order form.
Special Instructions:
If you have any special instructions or requests (i.e. You have a specific place you would like the driver to leave the package(s);It's OK to leave Express Mail / UPS Next Day Air packages with no signature; etc.) -- please note them in the 'Special Instructions' box on the order form, or tell us when you call (phone orders).
We are happy to try and accommodate your requests. If we have any questions, we will always contact you before shipping.
Problems with Online Ordering:
The online order form is very particular about data entry. It checks the validity of credit card numbers, ensures that all required information is included, checks to ensure that you haven't given a PO Box for a Ship To address, (unless shipping type is 'Priority Mail' or 'Express Mail'); and checks for many other potential errors.
When processing your order, we will always review the 'Special Instructions' before shipping, so corrections made there WILL be seen.
Cookies:
"Cookies" are small text files that are stored by your browser on your computer's hard drive. The cookie used by our shopping cart does not contain any personally identifying information, but it does enable us to store items in your shopping cart between visits - allowing you to leave the site to go comparison shopping before returning to finalize your order.
Most Web browsers will accept cookies by default, but you can usually turn the feature off in your browser settings. Even without a cookie, you can still use most of the features in our store, including placing items in your shopping cart and purchasing them. In a small number of cases, you may have problems finalizing an order if you have cookies turned off AND your Internet provider uses dynamic IP addressing. This problem is fairly rare, but it can happen -- if you receive an Invalid Request #6 (or #8) message when trying to add items to your cart or finalize an order, you may need to turn cookies on, or contact us for assistance.
Name Removal Service:
If, at any time, you no longer wish to receive our mailings and would like to be removed from one or both of our mailing lists (e-mail or "snail mail"), please notify us with the appropriate address information.
We will never knowingly send unsolicited mail -- our mailing lists are run on a "request only" basis. If you feel that you are receiving our mailings in error, or have changed your mind, and wish to be removed, simply let us know and you will be promptly removed from the list.
Returns:
If you are not completely satisfied with any unused item, for any reason, you can return it within 30 days for a refund or replacement.
To ensure proper credit, you must call or e-mail us first for a Return Merchandise Authorization (RMA) number. Not letting us know you are returning an item will result in refusal of the return and it will be returned to sender! Shipping charges are not refundable, unless you are returning merchandise which we sent in error.
All returns should be properly packaged and insured against shipping damage and must include all original boxes & paperwork to receive a refund, replacement, or credit.
Credits or refunds cannot be issued for improperly packaged, or OPENED or incomplete items.
Any other problems, or concerns about an item?
Call us! We will do our best to ensure your complete satisfaction.
Defective Merchandise:
Unless otherwise stated, all products we sell come with the full manufacturer's warranty. (Occasionally, clearance items or other "closeouts" may have different warranty terms, which will be clearly disclosed on that item's information page.)
Keep all warranties and owner's manuals you receive. In the event an item becomes defective, please refer to the warranty information you receive for proper procedures.
Missing/Incorrect/Damaged Merchandise:
These items must be reported by the next business day. After the next business day, we cannot be held responsible. You MUST keep all your packaging materials and original shipping box with UPS label in order for us to file a claim. Failure to do so will forfeit any damage claim.
Mercury Vapor Bulbs Product Warranties:
Be sure to keep packaging and also send in warranty card for the Zoo Med Powersun Mercury Vapor Lamps and also the T-Rex Active Uv Mercury Vapor Bulb.These are expensive bulbs and it is difficult to warranty them with out these two items.We will do our best to help you solve any problems you might have, but each manufacturer's warranty policy is different. Call us if you have any problems or questions.
International Orders:
At this time, we are NOT accepting International Orders. Sorry.
Canadian orders will be accepted Only.
Privacy & Security:
www.herpsupplies.com has a security protocol that provides communications privacy over the Internet. This protocol allows client/server applications to communicate in a way that is designed to prevent eavesdropping, tampering, or message forgery.
If you have a question regarding the security and privacy of our web site please contact us.
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