Frequently Asked Questions

Browse the shop, add items to your cart, and complete checkout with Square. You will receive an order confirmation email right away, and our shipping team gets your order ready.

For product orders, your card is held (authorized) at checkout and charged within 24 hours of your order — sooner once your order is confirmed. Until then you can cancel from your order page and nothing is charged. Portraits, Lost & Found, Courses, Gift Cards, and Jungleorama Club are charged right away.

Only on orders shipped to a state where we are registered to collect it (Massachusetts). There it is the exact sales tax for your shipping ZIP (state, county and city): enter your ZIP on any product page (or sign in with a saved address) and prices show with that tax included; checkout charges the same amount and shows the breakdown. Orders shipped to other states are not charged sales tax.

We accept major credit and debit cards through Square. Payment card data is processed by Square and is never stored on our servers. Gift cards and store credit can pay for products, shipping and tax; your card pays the rest, and always at least the card minimum (our card processing fee + $1.00, about $1.35).

Yes — until your card is charged (within 24 hours of your order), cancel it yourself from your order page: nothing is charged. After that, contact support@jungleorama.com as soon as possible; we can still stop or change an order until our shipping team starts preparing it.

Yes — gift cards can be applied at checkout and can pay products, shipping and tax; the rest is charged to your card (always at least the card minimum, about $1.35). Gift cards never expire and can’t be exchanged for cash.

We ship within the United States today; more countries are coming. Checkout accepts US addresses only for now.

Most items ship within 1–3 business days. Specialty items may require 3–7 business days processing. Live feeders ship Monday–Wednesday via expedited service when offered.

Tracking numbers are emailed when your order ships. Allow up to 24 hours for carrier tracking to activate.

No — every order pays the real shipping cost, calculated at checkout from weight and destination. There’s no order total that makes shipping free. Oversized freight (large tanks, enclosures) may cost more, and you’ll see it at checkout.

Yes. We only sell electrical items with US plugs (110–120 V) — options with foreign plugs aren’t sold.

All sales are final for change of mind — no returns or exchanges if you simply change your mind. Broken or wrong items are covered: report them within 5 days of delivery with photos, and once approved you choose a replacement, store credit or a refund. If your order doesn’t arrive, open a case and our support team will investigate. This doesn’t affect your rights under the law.

Report it from your account or the Track Order page (open the order → Report a Problem) and we open a case with a case number right away. If tracking still shows it in transit, we investigate with the carrier for up to 30 days from your order; if it’s lost (or there’s still no delivery scan by then), you choose a reship, store credit or a refund. If tracking says delivered, please check around the delivery spot and with neighbours first; then complete your case page — a written statement, photos of the delivery spot, whether you checked with neighbours or your building, and a police report if the products total $250 or more. That documentation helps us investigate; it isn’t the only way to a remedy.

Report it within 5 days of delivery from your account or the Track Order page, with at least one photo of the item, the box and the label. We review every claim; once it’s approved you choose a replacement (the same item sent again), store credit or a refund back the way you paid. Store credit you take instead of a refund never expires (guest orders: create a free account with your order email to receive it). Please don’t send anything back unless we ask.

We email you right away. You can pick store credit or a replacement when offered, or a full refund for that item. If you don’t choose within 14 days, we refund it after 14 days.

Sign in and open the order in My Account → Report a Problem, use the contact form, or email support@jungleorama.com with your order number. We reply within 1 business day (Mon–Fri). Please don’t send anything back unless we ask — all sales are final for change of mind.

We reply within 1 business day (Monday to Friday). Messages sent on a weekend or holiday are answered the next business day.

Larger or specialty orders may ship in multiple packages so each item travels safely and arrives as quickly as possible. You will receive tracking for each shipment.

We use accurate images and descriptions for every listing. Minor packaging or bundle variations may occur. Contact us before ordering if exact SKU or batch details are critical.

We don’t sell live animals yet — breeders are coming soon. Today we sell supplies, food, habitats and gear.

Guest checkout is available. Creating an account lets you view order history, save addresses, and report a problem with an order.

Never. We do not sell, rent, or trade your personal data. See our Privacy Policy for details.

Use the unsubscribe link in any marketing email or update preferences in your account settings.