Zoo Med Laboratories Excavator® Clay Burrowing Substrate

Order Placement and Confirmation:

When placing your order on our website, select the "Pick Up In-Store" option at checkout. You will receive an email confirmation once your order is successfully placed.

Pickup Notification:

We will notify you via email when your order is ready for pickup. Please wait for this notification before coming to the store.

Pickup Location:

Your order will be available for pickup at our store located at 751 Port America Place suite 420, Grapevine, TX, 76051 . Store hours and contact information can be found on our website.

Pickup Timing:

Your order will typically be ready for pickup within 48 hours of order confirmation unless any other problem arise in which case you will be notified via email. Please wait for the notification before arriving for pickup. 

Identification and Confirmation:

When picking up your order, you may be required to provide a valid photo ID and the order confirmation email (digital or printed) for verification.

Authorized Pickup:

If you are unable to pick up the order yourself and wish to designate someone else to pick it up on your behalf, please ensure that they have a copy of the order confirmation email and a copy of your photo ID for verification.

Order Changes:

Any changes to your order, such as modifications or cancellations, must be requested before the designated pickup time. Please contact our customer service for assistance.

Hold Period:

Your order will be held for pickup for 7 days from the time you receive the pickup confirmation notification. After this period, your items may be restocked, and your order may be canceled.

Items Inspection:

Please inspect your items upon pickup. If you discover any issues with your order, kindly notify our store staff immediately for assistance.

Returns and Exchanges:

Our standard return and exchange policies apply to items picked up in-store. Please refer to our Returns and Exchanges policy for more information.

Modification and Termination:

We reserve the right to modify or terminate the Buy Online, Pick Up In-Store service at any time without prior notice.