Shipping & Returns

IMPORTANT: If you do not receive an order confirmation email within 10 minutes of placing an order, please check your spam folder or “promotions” type folder in your email account. If you cannot find an email from Frog and Frond anywhere, please contact us immediately. We send you your tracking info via email when your order ships, and it is your responsibility to make sure that you are able to receive our email notifications regarding your order. You can also check your order status/tracking info on your account if you create one.

We are located in Southwestern Virginia, 24202. (Click here to check our weather.)

Standard Shipping:
–We ship springtails, plants, calcium clay and vivarium supplies via USPS Priority Mail (2 to 3-day service with tracking).
–Photographic prints and other merch items are shipped via USPS Ground Advantage or UPS Ground (1-5 days with tracking).
-Frogs are shipped via FedEx Priority Overnight hub to hub only.
–We also offer an upgrade to USPS Priority Mail Express (1 to 2-day service with tracking) for shipping plants. Upgrades are sold as an item which you need to put in your cart before checking out.
–Please feel free to contact us if you would like expedited delivery for you order.

For expediting springtail cultures shipments, please read the springtail cultures section below.

We generally ship plants and all other products separately, as they require different packing methods. Please note that our shipping rates reflect this. Even when you purchase springtail cultures/clay and plants in a single order, they will be shipped in separate boxes. If they can be shipped together in one shipment, we will refund you the extra shipping cost you paid when we purchase your label.

When you purchase large quantities of any product, they may ship in multiple boxes.

We do not ship any live products outside of the U.S. Please see Information about International Shipping.

Springtail cultures

All orders with springtails ship in an insulated box. We usually ship live insects on Mondays, Tuesdays and Saturdays to avoid delivery delays over the weekend. We may have to wait for a more ideal weather window if our location and/or your location are forecast to experience extreme weather or temperatures. We recommend that you have your package held up at your local USPS location for pick-up, if your location is forecast to experience extreme temperatures. Click here to arrange a hold with USPS. We cannot arrange for a hold from our end.

If you need springtail cultures ASAP and would like to have your order shipped with a method faster than USPS Priority Mail (2 to 3-day service), please contact us for a shipping quote. We can ship via USPS Priority Mail Express (1 to 2-day service), UPS Next Day Air, or UPS 2nd Day Air, depending on your preference. In most cases, we will be able to ship out your order Wednesdays and Thursdays in addition to Mondays, Tuesdays and Saturdays.

Live arrival is guaranteed if temps at our location, along shipping route and at your location are between 30F and 85F. Live arrival guarantee is void if the packages are delayed and stay in transit for over 7 days. If the springtails are dead or not moving upon arrival, you must contact us within an hour of delivery to be entitled to a replacement or refund. We set this time frame because springtails can die from sitting in a mail box or on a porch in the sun or extreme cold even for just half an hour. In most cases we will send you a replacement. If the buyer requests a refund, only the cost of the springtails will be refunded. We do not refund shipping fees paid. In our experience, they seem to be fairly hardy in cold temps. Risks are higher in hot weather. 

Plants

We usually ship live plants on Mondays, Tuesdays and Saturdays to avoid delivery delays over the weekend. We may have to wait for a more ideal weather window if our location and/or your location are forecast to experience extreme weather or temperatures.

When purchasing our plant(s), please be aware of your weather conditions. We recommend that you have your package held up at your local USPS location for pick-up if your location is forecast to experience extreme temperatures. Click here to arrange a hold with USPS. We cannot arrange for a hold from our end.

We offer an upgrade to USPS Priority Mail Express (1 to 2-day service with tracking) for shipping plants. Upgrades are sold as an item which you need to put in your cart before checking out. Click here to see the item listing for an upgrade. We also offer optional 72-hour heat packs as an add-on to your plant order for protecting your plants during shipping in winter months. Click here to purchase a heat pack.

Please note that upgrading to USPS Priority Mail Express and/or purchasing a heat pack does not affect or change the conditions for our live and healthy arrival guarantee policy stated below. 

Live and healthy arrival is guaranteed if temps at our location, along shipping route and at your location are between 45F and 80F. We ship only healthy plants and take a lot of care with packing but cannot be responsible for damage incurred due to severe weather, temperature extremes, shipping delays, or mishandling during shipping. Healthy arrival guarantee is void if the packages are delayed and stay in transit for over 3 days. Please understand that one yellow leaf or dropped leaf does not mean your plant arrived unhealthy. If there is any issue with your plants when they arrive, please contact us within an hour of delivery to be entitled to a replacement or refund. In most cases we will send you a replacement. If the buyer requests a refund, only the cost of the plant(s) will be refunded. We do not refund shipping fees paid. Healthy arrival guarantee does not apply to certain species of plants (some Begonia species like B. bipinnatifida, or Solanum species). Healthy arrival guarantee coverage exceptions are specified in the descriptions of the relevant species.

Some species may have a hard time acclimating to their new environment/growing conditions. We are happy to provide tips and advice to help the plant bounce back from stress. Don’t hesitate to contact us!

Cuttings: All cuttings are shipped in ziploc bags or condiment cups with sphagnum or paper towel unless otherwise noted. Photographs show how the plants may look once they have grown/established. Plants you receive may have cosmetic blemishes, which should not affect the growth of the plants. Cuttings will be taken from main plants the night before shipping at the earliest.

Frogs

We ship frogs via FEDEX OVERNIGHT HUB TO HUB ONLY (we use Ship Your Reptiles or Reptiles Express).

We only ship Tuesday and Wednesday. Your frogs are scheduled to arrive at your local FedEx hub by 10:30AM next day. More often than not, they will have your package ready to pick up when they open the hub in the morning. Be sure to have your ID with you when picking up your package. Please be able to pick up the frogs within an hour of arrival at your hub in order to be guaranteed live arrival.

If you do not know which FedEx hub you can use, include your home address in the inquiry form and we can look it up for you.

Frogs safety is our highest priority. We pack them in solid styrofoam boxes with 1 ¼” or 1 ½” thickness and with at least one Cryopak Phase 22 pack. We only ship our frogs when the overnight low temperatures are at least 40F and the highs are not over 85F for two consecutive days. Temperatures at our location (24202), your location, and both FedEx transit hubs in Memphis and Indianapolis must all fall within this range.

Local meet ups are welcome, if you are in the Knoxville, TN, Asheville, NC, or Roanoke, VA area. We will meet you halfway (about 1 hour one way from us).

Please don’t hesitate to message us if you have any questions or concerns regarding shipping frogs.

Returns

We accept returns on dry goods, if the product is in the original packaging, intact, and unopened. Please contact us and mail the product back to us within 14 days of receiving your order. Postage for return shipment must be paid by the customer. Upon receipt of the product, we will refund you the cost of the product. We do not refund shipping fees paid.

We do not accept returns on plants, springtail cultures and frogs. We may send you a replacement or refund according to our live arrival guarantee policy described above.

If you have received the wrong product, please contact us immediately so that we can ship you a replacement right away. We may ask you for a photo of the product you have received.

We ship all of our orders with shipping methods that come with tracking. If tracking says your package has been delivered but you have not been able to find it, please contact your local post office or UPS immediately. When this happens, it is usually because the carrier has left your package at the wrong address. Checking with your neighbors may help find it quickly. Please understand that there is practically nothing we can do from our end in the case of USPS, once they mark it as delivered. We cannot be responsible for the carrier’s mishandling.

If the package is completely lost, or has arrived in a damaged box with missing contents, we will do our best to help you navigate through the process of reporting to USPS/UPS and filing a claim. For lost packages, we will ensure that you will get your money back one way or another, though please be patient as the process will take a while.