100% Live Arrival Guarantee
We take full responsibility for the health and safety of your animal while in transit. If an animal arrives deceased or in poor health, we offer a full replacement or refund subject to our standard DOA protocols.
What We Cover
- Death during transit due to shipping error
- Animals arriving in poor health or visibly injured
- Incorrect species or sex shipped (verified against order)
- Missing animals from multi-item shipments
- Transit delays exceeding 48 hours due to carrier fault
Our Commitment
We have shipped over 10,000 live animals across 6 continents with a 99.7% live arrival rate. Every shipment is:
- Professionally packed in IATA-approved containers
- Insulated with phase-change heat/cold packs
- Tracked 24/7 by our logistics team
- Scheduled around safe weather windows
- Backed by our dedicated support team
DOA Claim Procedure
In the rare event of a DOA (Dead On Arrival), follow these steps exactly to qualify for our guarantee:
- Do not refuse the shipment. You must accept the package to inspect the contents.
- Inspect immediately. Open the container and check the animal's condition within 15 minutes of receipt.
- Photograph everything. Take clear photos of the animal, the packaging, and any damage.
- Video evidence. Record a short video showing the unopened container and the animal's condition.
- Notify us within 1 hour. Contact us via email or WhatsApp with all evidence attached.
- Preserve the specimen. Keep the animal refrigerated (not frozen) until we advise otherwise.
Guarantee Exclusions
Our guarantee does not apply in the following circumstances:
- Shipment refused or delayed due to buyer unavailability
- Incorrect shipping address provided by buyer
- Local customs delays exceeding 72 hours
- Animals harmed due to buyer mishandling after receipt
- Failure to notify us within the 1-hour window
- Orders shipped to countries with import restrictions unknown to us
- Extreme weather events (natural disasters, airport closures)
Need Help?
Our support team is available 24/7 for any shipping or guarantee questions.