We guarantee Live Arrival of all shipped Live Animals. Our main priority is animal safety and customer peace of mind.
Live Arrival Guarantee Stipulations:
COLD WEATHER: If you are having a Live Animal shipped, and temps are below 40 degrees, you must add a heat pack, and select "hold for pick up" at local post office, for LAG to apply. You must also let us know of any issues within 1 hour of delivery or pick up from post office. Provide your unboxing video to facilitate refunds/replacements.
HOT WEATHER: If you are having a Live Animal shipped and temps are above 90, you must add a cold pack and select "hold for pick up" at local post office, for LAG to apply. You must also let us know of any issues within 1 hour of delivery or pick up from post office. Tracking info is time stamped, that will be the reference time used.
Unboxing Videos: You should ALWAYS record the unboxing your shipment, this helps protect both parties, and helps us make any improvements, if necessary. You must start recording BEFORE you cut the box open. If everything is fine, delete the video. This a best practice with all live animal shipments.
*There is an example of an unboxing video pinned to the top of our facebook page for your reference*
Jumping Spider Shipping: We will be shipping Tues/Weds only, thru Redline Shipping (FedEx). You can pick overnight delivery or 2day express.
Weather: If temps in your area are below 40, or above 95 degrees, we will call you and discuss options. It’s recommended by Redline that we don’t ship if temps in extreme weather conditions, for the safety of the animals.
Animal safety is our first concern and priority. For this reason, we will adhere to Redline’s recommendations. We will not ship during blackout periods or extreme weather. We will keep you informed via emails and updates in the store pop up. There are no refunds issued in the event of weather conditions that make shipping unsafe.
DOA's: In the event of an animal being DOA (dead on arrival), please contact us via our store email, include the unboxing video, and any pics supporting your claim, we will work with you to either issue a refund, or ship a replacement. Buyer is responsible for shipping costs for reshipping.
If you neglect to do an unboxing video, we reserve the right (on a case by case basis) to refuse a refund/replacement. Thank you.