Terms, Conditions, Shipping and Health Policies

Local Delivery (Ottawa and Surrounding areas) 

Local Delivery/Pickup/Meets Order Cutoff Times

Tuesdays @ 2pm for Guaranteed (to the best of our ability) fulfilment on stated delivery day (shown at checkout)

All live rodents must be ordered by 2pm Tuesday for that weeks delivery, all live rodents ordered after 2pm Tuesday will be moved to the following week.

Tuesdays @ 6pm best effort for delivery on Wednesday
Wednesdays @ 6pm best effort for delivery Thursday
Thursdays @ 6pm best effort for delivery Friday
Friday @ 4pm best effort for Saturday

Pickup Orders require 24 hour notice.

Orders which are received after the cut off time will be moved to the next week.

No Show Pickups

If you are a no show for a pickup order your order will be refund minus 10% restocking fee on any items unable to be resold (ie hornworms, silkworms, live rodents, fish, reptiles, etc).  We will only cancel orders after multiple attempts have been made to contact you using the email address provide.  

Live Rodents Policy

Live rodents are NON REFUNDABLE once order has been received (by the cut off for that week (normally 2pm Tuesdays unless modified due to holiday ).   Refunds will not be given for cancelling after the cut off time or undeliverable/non-picked up orders.  This is due to added care and feeding requirements associated  with live rodents.

Live Arrival Guarantee 

All Dead on Arrival (DoA) live feeders must be reported within 24 hours of receiving your order.  Silkworms and Hornworms are the exception to this policy and are only guaranteed for 12 hours due to the temperature/humidity sensitivity of these insects.

Canada Wide Shipping on Feeders

Order Cutoff Times

All orders must be received, and paid in full for before they will be shipped.   Orders are shipped Tuesday – Thursday

Monday @ 6pm for Guaranteed (to the best of our ability) fulfilment
Tuesday @ 6pm best effort for shipment Wednesday
Wednesday @ 6pm best effort for shipment Thursday

Shipping Quotes

If you order requires a shipping quote (areas outside of Ottawa, Gatineau, Kingston) you will receive an email showing it has been marked as requiring a quote and then you will receive a second email showing your new order total including shipping. Be sure to check your spam folder if you have not received this email within 48 hours (Mon-Fri). Please be aware that due to COVID-19 we are very busy and there maybe delays on receiving a shipping quote.

Shipments go out Tuesday-Thursday.  Shipments will not be sent until paid in full.

Shipping Insects & Live Arrival Guarantee

We ship feeders via the fastest, most cost effective method. This typically means 1-2 day shipping to ensure your feeders arrive alive.   While we understand this method is more expensive, this is the most reliable way to ship to ensure your feeders arrive alive.  DOA feeders will be replaced on your next order or refunded.

Shipping costs are non-refundable unless we are able to get refunded by the carrier.  Orders shipped when forecast is lower that 15C will require an insulated box and heat packs.  There is a $10.00 charge for the insulated box and  heat packs (1x 40hr or 1x 72hr) if required (October – May).

 If temperatures are on the extreme side (summer or winter) shipment will be held until there is a reasonable expectation of live/frozen arrival. 

 Guaranteed Live arrival is only valid on initial delivery attempt

Refunds will not be given if incorrect address, or missing information required for delivery wasn’t provided on checkout.  (ie correct Buzzer for apartment buildings) 

 Couriers will not insure/offer refunds on any perishable items (insects, frozen rodents etc).  All DOA/Thawed issues must be reported to us within 4 hours of delivery (timestamped by courier) 

Frozen Feeders

Frozen feeders are shipped via Purolator,  UPS, FedEx or Dicom Ground(Ontario/Quebec) whichever is more cost effective using ‘next day’ service.  There is a $10.00 charge for the insulated box and ice packs year round.

 If temperatures are on the extreme side (summer or winter) shipment will be held until there is a reasonable expectation of live/frozen arrival. 

Shipping costs are non-refundable unless we are able to get refunded by the carrier.

Frozen shipments are only guaranteed on the first delivery attempt.  

Refunds will not be given if incorrect address, or missing information required for delivery wasn’t provided on checkout.  (ie correct Buzzer for apartment buildings) 

 Couriers will not insure/offer refunds on any perishable items (insects, frozen rodents etc).  All DOA/Thawed issues must be reported to us within 4 hours of delivery (timestamped by courier) 

Shipping Live Rodents

Due to carrier restrictions we cannot ship live rodents.

U.S.A Shipping

At this time we do not ship to the USA.

Dry Goods Shipping

We will ship with the cheapest method available  unless otherwise requested by you the customer. Typically this would be Canada Post (envelopes only),  Canpar, Purolator, UPS or Dicom(Ontario/Quebec)

Reptile, Fish and Small Animals

Shipping/Delivery

Reptiles will be shipped via Local Delivery, FedEx, Reptile Express or Reptile Runner.

Fish will be shipped via Local Delivery, FedEx, Reptile Express or Reptile Runner.

Small animals (rodents, birds etc) are available for delivery locally only. 

Live Arrival and Health Guarantees 

We guarantee that any reptile, fish or small animal will arrive alive and healthy.   This health guarantee may be voided if you are not home to receive when delivered.    

Any DOA (Dead on Arrival) issues or health concerns must be made via email to thedragonlaircanada@gmail.com with photo/video within 24 hours of delivery. 

Customers are responsible for the husbandry (care of) all animals once they receive the order as we have no control over the care of the animal(s) once they have been delivered to the customer. 

DOAs will be replaced but the similar animal or same value. 

Refunds

Refunds will be provide for any DOA items.  Refunds of less than $10.00 will be provided in form of a coupon to be used on your next order.  

Refunds for Cancelled Orders 

Refunds for cancelled orders (cancelled by customer) will be refunded minus any bank/credit card processing fees.