Every shipment we send comes with our 100% Live Arrival Guarantee(under certain conditions, please see below), free of any extra charge. This means that if your order arrives with any issues that are out of your control, we will replace the order at no charge whatsoever, or offer store credit in the amount of the loss up to the amount ordered (Guarantee does not cover any extras that are sent). We do not normally offer refunds but do offer them in special circumstances or if it does not appear that we can send more creatures to you without significant risk to their lives. Our Live Arrival Guarantee is designed so that any shipping issue outside of your responsibility will be covered by us, free of additional product or shipping charges. (All forms of guarantees are up to our discretion.)
There are some conditions to our Live Arrival Guarantee.
1. The shipment must be received on the first delivery attempt, or be picked up the day of the first delivery attempt. If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if UPS or DHL does not leave a “pink slip” notifying you they tried to deliver the package.
2. In the event of plant or animal, we REQUIRE a clear digital picture of the plant or animal in question before replacement/store credit/refund is issued. This picture can be sent to us by replying to the tracking email you received, or by sending it as an attachment in a new email.
3. The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit.
4. Other than the following countries, we can only provide a 50% refund for DOA item(s):
North America: United States, Canada;
Europe: United Kingdom, Austria, France, Italy, Netherlands, Spain, Sweden, Switzerland;
Asia: China, Hong Kong, Taiwan, Japan, Philippines, South Korea, Singapore; Malaysia; Indonesia.
If ALL conditions of our guarantee are met, refunds or replacements would be given for dead creatures/plants only, actual shipping costs are NOT refundable.
Remember, if you have any questions about these guarantee details, please ask us before ordering.