Frenquently Asked Questions (FAQs)


  • How do I contact customer service?

You can email us at [email protected] or chat with us on Facebook at My Home Nature.

  • What are your customer service hours?

Our customer service representatives are available from Monday to Friday, 9:30 a.m. – 6:30 p.m. (GMT+8), and closed on Saturday & Sunday.



  • What are the animal certificate and plant certificate? Should I get it?

The animal certificate is actually an animal health certificate. It is optional because 80% of our shipments are not stuck in the custom, however, it helps to speed up the inspection of the creatures if there is a certificate in the package. Plant certificate is a plant phytosanitary. It has the same effect as the animal certificate, but the subject is the plant.



  • What forms of payment do you accept?

We accept PayPal only.  Although there is no PayPal account, credit or debit cards are still can be used through the PayPal website.

  • What information do I need to check out?

Our checkout is easy, fast and secure. Enter your billing or shipping address and choose if you need to get an animal health certificate or plant phytosanitary, then place your order!



  • Where do you ship my order from?

We ship your order from China and Indonesia.

  • Do you ship to my country?

We do international shipping to most of the countries including the US, Canada, some countries in Europe and Asia with a live arrival guarantee (under certain conditions). However, the following countries we can’t ship living products unless you have a valid import permit,

  • Australia
  • New Zealand
  • Mexico
  • All countries in South America

There might be more countries that are not on our shipping list. Please email our customer service at [email protected] for more details.

  • How much is international shipping?

The cost will be different due to different categories and different countries. Please check it before you click “proceed to checkout”.

  • How long does it take to get my order?

The delivery itself generally only takes 3 – 5 days. Yet we prioritize the health condition of our creatures, thus we only ship when it is suitable.  Therefore, under certain situations, for example, extreme weather or unstable conditions of the product ordered, we may need extra weeks to prepare the creature (or put the order on hold until the weather is appropriate for shipping) for successful and safe delivery.

  • How do I track my order?

We’ll send you emails to update you on the progress of your order.

  • What happens if my package gets delayed at custom/boarder?

We get 80% success with international shipping, however, sometimes a package will be delayed at customs, which is beyond our control. We only do refund or replacement for customers who have purchased animal health certificate/plant phytosanitary from us.