Receive promptly
Track the shipment and bring the package indoors as soon as it is delivered. Avoid leaving livestock exposed to direct sun, freezing temperatures, or excessive heat.
Livestock protection
Live Arrival Guarantee
Our shipping process prioritizes animal welfare. These requirements allow us to respond quickly and fairly when a shipment experiences a genuine transit issue.
Document unopened bags
Report a suspected loss within two hours of carrier delivery. Send clear photos or video showing the unopened bag, livestock, shipping label, and packaging condition.
Follow acclimation guidance
Do not discard bags or begin acclimation before documenting a claim. Losses caused after opening, improper acclimation, unstable aquariums, or missed delivery are not covered.
Resolution
Approved claims receive replacement livestock or store credit for the affected animals. Shipping charges are handled according to the specific claim and replacement schedule.
Weather holds are protective, not delays for convenience.
We may postpone shipment when origin, hub, or destination conditions create unnecessary livestock risk. Customers will be informed when a hold is required.