STORE POLICY – AMPHIBIANS & REPTILES Live Arrival Guarantee We offer a Live Arrival Guarantee only. This guarantee applies exclusively to the moment your order arrives at the provided shipping address. To qualify for the Live Arrival Guarantee: Someone must be present to receive the package on the first delivery attempt. Any issues with the order must follow the DOA Reporting guidelines below. Once the animals have arrived alive, we cannot guarantee health or survival beyond arrival, as care conditions vary by customer. --- DOA (Dead on Arrival) Reporting If any animal arrives deceased, it must be reported within 1 hour of delivery. To submit a DOA claim: 1. Email or message us within 1 hour of the carrier’s delivery time stamp. 2. Include: Clear, unedited photos and/or video of the animal(s). A photo of the shipping label. A photo of the box and its packing setup. Failure to report within the 1-hour window voids the Live Arrival Guarantee. Approved DOA claims will be issued as store credit only, not refunds. --- Payments All payments are processed securely through Square invoicing. Orders must be paid in full before shipping is scheduled. --- Shipping We ship exclusively through overnight services (FedEx Priority Overnight unless otherwise arranged). Shipping may be delayed due to weather or carrier concerns to ensure animal safety. --- Refunds / Returns No refunds on live animals. No returns accepted for live animals. Store credit is issued only in accordance with the Live Arrival Guarantee. By placing an order, the customer agrees to all terms listed