Contact Information

Call or E-mail Our Support Team


ORDER QUESTIONS: 916-740-9758 (Mon-Fri, 10am to 3pm Pacific Time)

PLEASE read the below frequently asked questions before contacting us as there is a very good chance you will find your answer there or on our FAQ page on the top menu.
reptiles-contact-page
PLEASE E-MAIL US DIRECTLY AT SALES@BACKWATERREPTILES.COM SINCE THIS FORM HAS BEEN MALFUNCTIONING RECENTLY.

LABOR DAY SHIPPING NOTICE: Due to FedEx and UPS being closed for Labor day, all orders placed Thursday (09/03) through Monday (09/07) will ship on Tuesday (09/08) for a Wednesday (09/09) delivery.

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Q: I have an issue with my order, what should I do?
A: E-mail us immediately at sales@backwaterreptiles.com, or by using the above form. We will get back to you soon. You can also give us a call at (916) 740-9758 between 10am and 3pm Pacific time, Monday through Friday.

Q: What if my order is out of stock?
A: Please understand that animals can and do sell out throughout each day. Since they don't have bar codes, the website isn't always updated immediately. You have the option of voiding your order and payment, or applying the purchase to another animal. You will be notified via e-mail regardless. An order receipt is not confirmation of an animal being in stock.


Q: Can I get a picture of the animal I'm going to order?
A: Sorry, we don't have the manpower to provide pictures of individual animals, as we receive 70+ requests per day and deal with thousands of animals.

Q: Where is my tracking number?
A: Each weekday afternoon we e-mail tracking numbers for live animal orders only (not feeder insect orders). Expect this by 8pm Eastern time at the latest.

Q: Do you ship outside the United States?
A: No, we don't ship to any country outside the U.S., not even Canada or Puerto Rico.

Q: Where are you located?
A: We have employees in California and Idaho, but do not have public storefronts, sorry. We are online only and are not set up for customer pick-ups.

Q: How much is shipping to my address?
A: Shipping live animals is always a flat $54.99 per order (not per animal) regardless of your address or which state you live in. Feeder insect pricing on the website already includes shipping.

Q: What payment methods do you accept?
A: Our checkout system accepts VISA, Discover, Mastercard, American Express, Paypal, Debit cards, Pre-paid credit cards, and Gift cards.

Q: Do you ship to my state?
A: We ship to all states except Hawaii for a flat $44.99.

Q: Where are your located?
A: We're based in Idaho. Our mailing address is 6700 N. Linder Road, Suite 156-235, Meridian, ID 83646.