Policies and Warranties
For Texas Residents
Animals: All dart frogs come with a 30-Day warranty. If your animal perishes within this time frame, regardless of reason, you may exchange the deceased animal for a replacement of equal value. You must pay any additional shipping costs, have the animal included on your next order, or pick up in Spring Texas. With your dart frog comes Free Vacation Care, 24 hour support (713-751-9239), and our Free Frog First Aid Service, all outlined below. If your dart frog perishes any time within the first 365 days, you may exchange your deceased animal (or at least bring the body as evidence) for 1/2 off a dart frog of equal value. This warranty transfers along with the animals for their lifetime. If animals must be shipped, you are responsible for all associated costs of shipping and packaging. Only 1 replacement per animals (we will not replace replacements).
Insect Cultures: If your insect culture arrives DOA, you will receive a replacement credit for your next order for the full value of the insect cultures.
All other products: No warranty at this time
For out of state (Texas) residents
Animals: Our animals come with our standard DOA policy. If your animal perishes before arrival, you will be given a credit code for the value of the animal to use on your next order. You must send video of the deceased animal within 24hrs of receipt. No monetary refunds given after receipt of live animals. Only 1 credit per animals (we will not replace replacements).
Cultures: If your cultures arrive DOA, send us pictures and we will give you a credit code for the full value of the culture.
DOA Policy
If you paid for Overnight shipping and your animal or insects have perished in transport, send pictures and a short video as evidence and you will be given a credit code for the full value of the DOA animals/insects for replacement on your next order. All Live non-animal orders not shipped via overnight but shipped via 2-day must be shipped to a Hub and picked up within 2 hours for DOA replacements. You must additionally have placed the order when your temperatures are between 40 and 90 degrees F, or request for your order to be shipped when temperatures are right. Video and pictures must be sent within 24 hours of arrival. All plants that arrive DOA will be replaced on your next order if pictures or video are sent within 24 hours of delivery regardless of shipping method.
Vacation Care
For Texas residents, you may drop off your tank or a vacation tank with us for an unlimited amount of time. We will care for your dart frogs 100% for free until you return including all vitamins, food, and other necessary supplies. We only provide vacation care for animals purchased through us. We are not responsible for any animals lost while in our care as these are live animals, but we may provide replacements at our discretion.
First Frog Aid Assistance
While we cannot provide services or medications exclusive to those with a veterinary license, we can provide free assistance and non-prescription supplies for your animals at no cost in order to stabilize them until you are able to see a veterinarian. You must visit us for this service and it is only for those animals purchased through us. We can recommend local veterinarians depending on your location.
Shipping
We ship animals ONLY through UPS Overnight Priority--We will confirm shipping dates via phone. We sometimes drop off straight at the airport to reduce travel time and risk at no extra cost to you. We additionally use some of the most advanced packaging in the industry to ensure your animals arrive safely. We Only ship live orders on Mondays, Tuesdays, and Wednesdays to prevent weekend delays and carrier mishandling. Your package may take up to 5 days of handling time before shipping (For instance if you order on Wednesday, your package will be shipped Monday). We may ship your order in 2 simultaneous shipments if your order will not fit in one shipping box, or if overnight shipping is selected for live orders that contain bulky dry goods, instead of charging extra shipping for shipping these bulky goods overnight or 2-day. Dry goods and plants may be shipped UPS/USPS depending on the speed and cost of shipping.
HF Advanced Tracking:
For an initial extra $30, we add a tracking device to your overnight package to ensure that we (and you) know exactly where your package is at any time, day or night. Simply call use to get real time location data for your package including screenshots of the exact location. When you receive your package, simply put the pre-paid envelope containing the tracking device in any Mailbox or drop off at any USPS location. As soon as the tracking device is received safely by us, you will be refunded $25, making this service a total of just $5.
Refunds/Returns
Refunds will be processed in 7-30 business days. We do not currently accept returns. Any orders canceled within 48 hours will be refunded in full unless already packed or shipped. Any orders canceled after packing but before shipping will be charged a 20% restocking fee to recoup labor costs and packing material costs (such as heat packs which cannot be reused).
If a dispute is filed with a credit card company/bank/Paypal before attempting to reach us by phone to resolve any issues, you will be responsible for the $20 chargeback fee and will be placed on our Do-Not-Sell list. We will make right any issue on your order, but will not tolerate scammers which we assume anyone to be who files a chargeback without contacting us with issues.
Gold Standard Guarantee
All of our animals are Captive Bred and Guaranteed to be free of parasites, chytrid, and ranavirus along with being free of MBD, SLS, or other ailments. All of our animals include additional warranties as outlined above.
Copyright © 2022 Houston Frogs - All Rights Reserved.
Lots of new products added 8/14!
Many new types of mosses, more 3d Decor, more mushroom kits, more algae!