Last Updated: September 1, 2025
We understand the importance of your animal’s safety and peace of mind when receiving a live pet or feeder. The following outlines our Live Arrival Guarantee terms:
1. Coverage Area
Our Live Arrival Guarantee applies only to animals or feeders explicitly marked with this guarantee at the time of sale. This guarantee currently applies to within the continental U.S. only.
2. Shipping Conditions
The guarantee is valid only when:
- Temperatures are between 40°F and 90°F at both the shipping and delivery locations.
- You select overnight or express shipping with signature confirmation.
- You are present to receive the delivery on the first attempt.
Failure to meet these conditions will void the guarantee.
3. Notification Requirement
You must notify us within 1 hour of delivery with clear, timestamped photos or video showing the condition of the animal/feeder. Messages outside this window may not be eligible for resolution.
4. Resolution Options
If the animal or feeder arrives deceased or in unacceptable condition, and all conditions above were met, we will:
- Offer a replacement, if available
- Or issue a refund minus shipping costs
We may ask you to ship the deceased animal back to us at our expense.
5. Exclusions
This guarantee does not cover delays caused by the carrier, acts of nature, mishandling by recipient, or failure to meet holding conditions after delivery. It also does not apply to local pickups.
We always aim to deliver healthy animals and feeders in optimal condition. If you have any questions or concerns, please reach out before ordering so we can ensure the best experience for you and your animals.
San Diego Exotic Enclosures 