All sales are final. We do not offer refunds, returns, or exchanges under any circumstances. Animals are shipped via overnight service through FedEx or UPS to ensure safe and timely delivery. We take great care in packaging and have successfully shipped thousands of animals with an excellent track record. Live Arrival Guarantee (LAG): We guarantee live arrival on all shipments held for pickup at a carrier hub or delivered on the first delivery attempt, provided all conditions below are met: Someone must be present to receive the package on the first delivery attempt, or the package must be picked up promptly from the carrier facility. In the rare event of a DOA (Dead on Arrival), the buyer must notify us within 1 hour of delivery or pickup. Clear video evidence of the animal must be provided, showing the unopened package being opened and the condition of the animal upon arrival. Failure to follow these steps voids the Live Arrival Guarantee. Weather & Shipping Conditions: We reserve the right to delay shipment if temperatures are unsafe. Shipping windows will be coordinated with the buyer to ensure the safety of the animal. Health & Responsibility: All animals are shipped in good health to the best of our knowledge. Once the animal is in the buyer’s possession, proper care becomes the buyer’s responsibility. We are not responsible for issues resulting from improper husbandry, stress after arrival, or delays caused by the carrier, please contact us if you have any questions we are happy to help you get set up and thriving! By purchasing from Back to the Branch, you acknowledge and agree to these terms.