Shipping & DOA Policy

Live animal shipments are scheduled to ship Monday–Wednesday to reduce the chance of weekend delays. Orders placed after the daily cutoff may ship the next available ship day. During extreme weather, we may hold shipments for animal safety.

To qualify for DOA support, you must: (1) be available to receive the delivery on the first attempt, (2) open the box immediately upon arrival, and (3) send clear photos of the animal in the unopened bag within 2 hours of delivery. Please include your order number in your message.

If an animal arrives DOA and the requirements are met, we’ll provide a store credit for the item price (excluding shipping). In some cases we may offer a replacement at our discretion, subject to availability and weather conditions.

DOA coverage does not apply to: delayed deliveries caused by the carrier, missed/late pickups, incorrect or incomplete shipping addresses, packages left unattended, refusal of delivery, or losses after the animal is removed from the bag. We also cannot cover issues related to incompatible tank conditions or improper acclimation.

We use insulated packaging, heat/cool packs when needed, and oxygenated bags for livestock. Corals are secured to minimize movement. Packing methods may vary by season and destination to keep temperatures stable.