Office Details & Shipping Policies
Office emails
TDF does not reply to emails on the weekends. All emails that come in after hours on Friday will be addressed and replied to on Monday. Feel welcome to call us as well.
Office Hours
9am - 4pm
Mon. thru Friday
Customer Service
818-472-0149 - Yes! We do answer our phone during office hours.
Shipping Policy
TDF is not responsible for wrong addresses entered on orders, or typos made on destination addresses by customers resulting in DOAs. Destination addresses entered on orders are the sole responsibility of the customer.
After placing an order notification confirmation is automatically emailed. If you have not received your order confirmation, please check your spam folder. If you made a typo on your email call us or email us so we can fix your typo that way, you'll receive your tracking information on dispatch day. Tracking is always emailed on dispatch day.
We use FedEx, UPS & USPS. Most Live orders are shipped Monday, Tuesday, & Wednesday, we do dispatch live orders on Thursday if the carrier delivers within 2 Days of dispatch for a Saturday arrival, or its a FedEx Priority Overnight shipment. Supply only orders are shipped daily.
Live Shipping Options
You can choose from 2 day transit or FedEx Priority Overnight. All added supplies ship free with live shipping charge.
Live Orders
TDF live shipping includes gel packs, Cryopaks, or heat packs if needed, and all added supplies you want to order for the Live shipping charge. We check weather on every order and pack accordingly.
We select between FedEx, UPS, or USPS at our discretion or otherwise requested by the customer.
Unless you are ordering Cubaris isopod species or Expansus Isopod species, or your order is of a sensitive nature, e.g., high dollar orders or extreme High temperatures. These orders require FedEx Priority Overnight shipping for live arrival guarantee. This will arrive before 10:30 a.m. and beat the heat.
You may see other sellers have a disclaimer in their LAG policy that states they are not responsible for “carrier delays”. We believe that it is the responsibility of the seller to guarantee the live arrival of a living creature even in the case of carrier delays. If your delivery is delayed because of a mechanical issue with an airplane, weather, or any reason related to the carrier, we will still guarantee live arrival. Shipping will be charged for replacement DOA's, DOA refunds do not include shipping cost charged on order.
Destination Temperature
Out of respect for the animal and your purchase we check everyone's weather before we ship. Destinations where the temperatures are below 25F or above 95F, these orders will be on hold, or need to be sent FedEx Priority Overnight to your door or a hub for pick-up. We monitor all weather and hold orders weekly to determine the best time to ship.
Hot Weather Exception:
Depending on your area, and weather, FedEx Priority Overnight will get there early, by 10:30 am and beat the heat. Someone must be there within 30 minutes of delivery. And there is always hold for pick up at a local hub. If you’re in southern AZ. where the lows can be 95F, this won’t work.
DOA's
Email photos or video required within 60 minutes of delivery time which is defined in the tracking information. Live packages sitting on a porch for a prolonged period of time is never a good thing.
Upon re-shipping DOA's the customer will be emailed a PayPal link, or an emailed invoice to pay for the shipping cost with debit/credit card.
Refunds due to DOAs do not include shipping charges. Shipping is a 3rd party non-profit service rendered and is not refundable.
If the carrier was in error causing delay which resulted in DOAs, we will back that up with a refund for shipping.
TDF is not responsible for wrong addresses entered on orders, or typos made on destination addresses by customers resulting in DOAs. Destination addresses entered on orders are the sole responsibility of the customer.
Note: Not all carrier delays are refundable due to unavoidable situations such as natural disasters, extreme weather, etc.
Extended Area Surcharge
Rural areas have higher shipping rates not reflected on our shipping selection on the website, it’s a rare issue, if it is an issue TDF will contact the buyer and discuss options.
