Live Arrival Guarantee
LIVE ARRIVAL & HEALTH GUARANTEE
We guarantees that your animal or plant will arrive alive and healthy. We are happy to provide this guarantee provided a number of conditions have been met. The live arrival guarantee may be voided if you are not at home or the location you specify to receive your animal(s) on the agreed upon date. We send out emails to customers who are expecting animal shipments on possible ship out dates and will wait for the customers response. We will not ship out animal(s) until we receive this response. Delays are sometimes possible due to carrier issues and we try to pack the animals based on this possibility. Some locations will also require 1 to 2 days extra travel times and this will be taken into account.
Animals
includes Reptiles, Amphibians and Fish
If an animal(s) is (are) dead on arrival we will replace the animal(s) or offer a substitute of equal value if a replacement can’t be given. If we do not a have a replacement of equal value we will offer a gift card for the value of the animal. The animal(s) is covered but the customer will have to pay for the shipping of the replacement animal(s). Transport costs are not covered under the guarantee. The customer MUST notify us immediately and provide photographic evidence. If we do not hear from you within 3 hours of the animal(s) being received, we will assume the animal(s) have arrived alive and are in good health
The customer is responsible for the husbandry after they take possession of the animal(s). We have no control over care once the animal(s) is in the possession of the customer. We will cover live arrival only and are not responsible for any casualties after the animals(s) or fish are in the care of the purchaser.
We have no problem providing advice to our customers on the best way to care for their pets. We also recommend that some research be done on your purchase to make sure you can provide proper care
Live arrival guarantee is not available for some delicate species, invertebrates and aquatic invertebrates. These will be noted in the description of the animal or fish. No exceptions. Species with no warranty will be indicated in the description of the species.
Out of courier’s area and trips that are 3 days or longer are also not covered under our live arrival guarantee. We will proceed with a shipment only if the customer gives us the go ahead. Heat packs and cryopaks can only do so much during long trips.
Requests for shipments without signature will also void the live arrival guarantee. If the customer requests shipment of animals be sent without signature requirement then the live arrival guarantee is not honoured.