Legal & Info
Shipping Policy
Everything you need to know about how we ship, our live arrival guarantee, and what happens if something goes wrong.
Back to Home
Shipping Details
Shipping Days
Monday – Wednesday
Orders ship Mon–Wed only, to avoid weekend delays in transit.
Orders ship Mon–Wed only, to avoid weekend delays in transit.
Processing Time
1–3 business days
After payment is confirmed, your order ships within 1–3 business days.
After payment is confirmed, your order ships within 1–3 business days.
Shipping Method
USPS Ground Advantage
Or similar carrier. Tracking is provided for every shipment.
Or similar carrier. Tracking is provided for every shipment.
Packaging
Live animal safe
Premium insulating materials with heat or cold packs added as conditions require.
Premium insulating materials with heat or cold packs added as conditions require.
Live Arrival Guarantee
We stand behind every shipment. Our live arrival guarantee applies when all of the following conditions are met:
- Temperatures at the delivery location are between 50°F and 85°F at the time of delivery.
- Someone is present to receive the package upon arrival — do not leave live animals sitting outside.
- The shipping address provided at checkout is correct and complete.
Guarantee does not apply when:
- Carrier delays, weather events, or other circumstances outside our control.
- An incorrect or incomplete shipping address was provided.
- Temperatures were outside the safe range during shipping or delivery.
Dead on Arrival (DOA) Policy
If your order arrives and animals have not survived, here's what to do:
Steps to file a DOA claim
- Contact us within 1 hour 30 minutes of the delivery timestamp.
- Provide clear photos of the animals in their original, unopened packaging.
- Send your order number and delivery confirmation along with the photos.
If your claim is approved, we will offer:
- A replacement shipment of the same item(s), OR
- Store credit for the full value of the affected items.
No refund or replacement if:
- The package was left outside for an extended period after delivery.
- An incorrect address was provided at checkout.
- Temperatures were outside the safe range (50–85°F) during shipping.
- Clear photos are not provided within the 1 hour 30 minute window.
Still have questions?
We're here to help.
Reach out before or after your order — we're real people who care about your animals arriving safe.
Contact Us