Payments, Shipping, and Returns Summary

Payment Options

We currently accept online payments through all major credit cards via Shopify.  Cash and other credit card payments may be accepted on-site at events or trade shows at our discretion.

When paying with credit card, please provide the “bill to” address exactly as it appears on your credit card billing statement.  The processing of your order may be delayed if we cannot verify your “bill to” information or the information does not match the address information on file.

Merchant Name: The merchant name that will appear on your credit card statement is: BioVivara.

Sales Tax: Any order that will be delivered to, or has a billing address in, Ohio, will be charged applicable state and local sales tax.

Order Processing

Your order will be processed as soon as possible, typically within one business day.  In-stock products ship on Mondays and Thursdays. Custom orders, such as our vivariums, will be processed as soon as possible and typically ship within ten business days of order placement, excluding holidays and weekends.

Shipping Terms

Unless otherwise noted or arranged with us in advance, all orders will ship via FedEx or UPS Ground.  You will receive shipping confirmation and applicable tracking numbers via e-mail.

How to Change Your Order

If you find you have made an error in your order, please notify us immediately by e-mailing us at  If your order has not yet been processed, we may be able to correct it.  However, if the merchandise has already been packaged or shipped, we will be unable to modify your order.


Any returns must be pre-authorized.  Call or e-mail us to receive a return authorization number. We will not accept unauthorized returns.  All returns must be in original “new” condition, in undamaged original packaging, must be unaltered, and shipped in original shipping container.  Late on arrival orders cannot be returned, cancelled or rejected due to shipping delay.

Damage on Arrival

If any order arrives damaged, you must notify us within 24 hours of time of delivery at 877-524-5979 or at  If you do not notify us within 24 hours, you remain liable for all shipping costs associated in replacing, as well as returning damaged item.  You MUST hold onto the damaged item and ALL original packaging for up to 10 business days since our shipping company will do an investigation.  If you do not retain all packaging materials and FedEx/UPS rejects the claim, we cannot replace your merchandise.  We cannot send you a replacement product until the claim is approved.  No COD returns will be accepted.

Live Arrival Guarantee

All live goods are guaranteed to arrive alive and healthy.  Any items dead or dying on arrival will, at our option, be replaced or refunded. To qualify for replacement or refund, you must notify us by calling 877-524-5979 or e-mailing us at within 24 hours of delivery.


To read the full and complete versions of our policies, click links below: