Frequently Asked Questions

Welcome to our frequently asked question section. Here you will find answers to our most frequently asked questions that are received here at The Urban Reptile. Should you not find the answer to your question please do not hesitate to contact us.

Do you offer payment plans?

Yes we can do payment plans. We typically require a 25% non-refundable deposit, or $100 (which ever is greater) and full payment within 60 days. Contact us directly if you are interested.

What forms of payment do you accept?

You can purchase your order through our secure online store using Paypal or Credit Card. You can also send us payments by Paypal, or Money Transfer to the email address is info@theurbanreptile.com

The temperatures are very hot/or very cold right now, will you ship?

In the heat of the summer or the cold of the winter you may have to be a little patient until we get weather that will be safe for your reptile to be shipped in. The health and safety of the animal is our number one priority.

What is your minimum order size?

For orders shipped by FedEx within Canada and the US there is no minimum requirement. For international orders we normally implement a $2,500 minimum. Please inquire.

I notice you are in Canada, how does shipping to the US work?

We ship to our US clients every few weeks by driving your order into New York state. We clear everything at the border so you do not have any extra costs or paperwork. Once in the US your order is shipped by FedEx – Reptile Express for next day delivery.

Who do you use for shipping in the U.S.?

We ship using FedEx from Buffalo, New York directly to your door. We ship for a morning delivery as long as it is available for your address. We ship using Reptile Express – Fed Ex service.

Who do you use for shipping in Canada?

We will ship right to your door using FedEx if we can get a next day delivery for your address. If you are in an area where we can’t get next day delivery we will ship to the closest airport, minimum order requirements may apply, please inquire.

Can I pick up my order from your facility?

Yes we can arrange for free local pick up. We typically arrange to meet within the Greater Toronto Area. Please contact us to make arrangements.

How do you ship internationally?

Any orders placed outside of North America are shipped using the live animal shipping services of the various airlines. All animals are packed safely and abide by IATA regulations. We can provide any paperwork you require to import your shipment including CITES and Health Certificates. International shipping is expensive and delivery cost usually starts around $500 USD

If I order from you can I pick up my animal at the HAMM show?

Due to COVID shipping to Hamm is on hold. Typically if you purchase any of our reptiles we can have them shipped to the next Hamm show for you. We work with a well established European shop to import our reptiles and we charge a flat rate for shipping of 50 Euros per non-CITES animal. The shipping charge is payable when you pick your order up. If you are looking to order a group of reptiles contact us for a group price. Please email us if you have any additional questions.

What is the best way of contacting you if I have any questions?

We’re happy to hear from you so we encourage you to contact us by email at info@theurbanreptile.com or visit/message us through Instagram (@the_urban_reptile)or FaceBook (The Urban Reptile). You can also text or call us at 416.518.1074, but because we are often working in the facility email or text is often the best way of contacting us.

Will my new reptile be safe during shipping?

Your reptile safety is our number one priority. We’ve shipped thousands of reptiles worldwide over the past 20-years and have a tremendous amount of experience packing and shipping. All reptiles are guaranteed healthy and alive at arrival.

I live close by, what are your opening times?

Our online store is always open but we do not have a retail store that is open to the public. If you are in the Toronto area we can meet you for free pick up so you can avoid the delivery charge. Please just contact us to arrange.

If I purchase an animal from you does it come with any health guarantee?

Absolutely, we stand behind our animals 100%, we cover your new pet with a 30 day health guarantee.

Are you attending any expos?

We normally attend several expos annually, however due to COVID19 this has been put on hold. But can’t wait to get out and see everyone again, hopefully soon.