Shipping Policy

Where We Ship

United States: our full catalog ships to US addresses from our network of warehouses, subject to product-level restrictions.

Other countries: we ship within the United States today; more countries are coming. Checkout accepts only addresses in countries we ship to. When we open a new country, this page will say so.

Checkout blocks unsupported countries and items that can’t ship to your address before payment.

Electrical items are sold only with US plugs (110–120 V).

When Your Card Is Charged

Product orders: your card is held (authorized) at checkout and charged within 24 hours of your order — sooner once your order is confirmed. You can cancel from your order page until the card is charged.

Jungleorama services (Portraits, Lost & Found, Courses, Gift Cards, and Jungleorama Club) are charged right away.

Processing Times

Most US items ship within 1–3 business days after your order is processed.

International and specialty items may require 3–7 business days processing before the carrier receives the package.

We don’t sell live animals yet — breeders are coming soon. If live feeders or perishable items are offered later, they will ship Monday–Wednesday via expedited carriers to protect viability and will not be available for international delivery.

Split Shipments

Orders with multiple items may arrive in separate packages on different days. Each shipment receives its own tracking notification when available.

Packaging and packing slips identify JUNGLEORAMA as the merchant of record.

Rates, Duties & Carriers

There is no free shipping. Every order pays the real shipping cost, calculated at checkout from weight and destination — there is no order total that makes shipping free.

Carriers may include USPS, UPS, FedEx, and international carriers depending on product type, weight, and destination.

We collect sales tax only on orders shipped to a state where we are registered to collect it (Massachusetts). For those orders it is the exact rate for your shipping ZIP (state, county and city): once we know your ZIP — from your saved address or the ZIP you enter on a product page — product prices are shown with that tax included, and checkout charges exactly that tax, shown before you pay. Orders shipped to any other state are not charged sales tax by us (your state may expect you to report use tax yourself).

For addresses outside the United States, import duties, taxes, and customs fees may be charged by local authorities and are the customer’s responsibility unless otherwise stated at checkout. Delivery times are estimates and can be extended by customs clearance.

Tracking, Delays & Issues

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

We are not responsible for delays caused by weather, carrier disruptions, customs, or incorrect addresses provided by the customer.

Package never arrived: report it from your account and we open a case right away. Still in transit → we investigate with the carrier (up to 30 days from your order). Tracking says delivered → you complete the case page (statement, photos of the delivery spot, neighbours checked, and a police report for orders of $250+) and we investigate. A lost package gets a reship, store credit or a refund — your choice.

Broken or wrong items: report them within 5 days of delivery with photos; once approved you choose a replacement, store credit or a refund — see our Return & Refund Policy. All sales are final for change of mind.

Inventory & Cancellations

Inventory updates on a regular schedule. If an item in your order becomes unavailable after checkout, the rest of your order keeps shipping and 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.

You can cancel an order yourself from your order page until your card is charged. After that, contact support — we can still stop it until our shipping team starts preparing it.