Live Arrival Guarantee policy

We take great care to ensure your live animals and plants arrive healthy and safely. To provide peace of mind with every order, we proudly offer a Live Arrival Guarantee — with the following conditions:

✅ What’s Covered:

• All live animal and plant orders are guaranteed to arrive alive and in healthy condition at the time of delivery, as long as all conditions below are met.

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📦 Customer Responsibilities (Read Carefully):

To qualify for our Live Arrival Guarantee, you must:

1. Be present to receive the package at the time of delivery and open it immediately.

2. Provide clear, time-stamped photos of any deceased animal or damaged plant within 2 hours of the delivery time marked by the carrier.

3. Ensure weather conditions are safe for transit. We do not guarantee live arrival if:

• The high or low temperatures at the delivery or destination location are below 40°For above 90°F.

• You knowingly request shipment during unsafe weather.

4. Use a valid and secure shipping address with accurate contact information.

5. Select appropriate shipping — overnight or express shipping may be required for some live items.

6. Some live items must be held at carrier and be picked up by the customer 

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 How to Submit a Claim;

 

Send message through “contact us” tab within 2 hours of delivery and we will reply to obtain;

• Your order number

• Clear photos of the deceased animal or plant in its original bag or packaging.

• A photo of the shipping label and box

We will review your claim promptly and offer a refund, replacement, or store credit based on product availability.

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Not Covered:

• Packages left outside for extended periods

• Incorrect or incomplete shipping information

• Carrier delays (UPS, FedEx, USPS)

• Orders shipped against our weather policy

• Failure to follow provided care instructions

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Shipping Weather Guidelines:

• Live items will only ship when forecasted daytime highs are between 35°F–95°F in both origin and destination locations.

• Heat packs or cold packs will be included when appropriate.

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Thank you for understanding and supporting the safe handling of live products. We do our best to ensure every living thing arrives healthy, vibrant, and ready to thrive in your care!