The Arthropods Canada live-arrival guarantee
Live arrival, protected by careful planning.
We do not choose a ship date until the route, forecast, address and receiving plan make sense for the animal. If a covered live animal arrives deceased despite that approved plan, we make the animal value right.
We review the route, holidays, useful forecast and receiving plan before a live parcel leaves our care.
If the route or weather is unsuitable, we postpone the shipment and explain the safer next step.
If a covered animal arrives deceased despite the approved plan, we resolve the value of the affected animal.
How protection works
Safe arrival is a shared plan.
The guarantee applies when the shipping plan is confirmed and the parcel is received exactly as arranged. These steps protect the animal and give both of us a clear record.
Confirm every address line
Use the private planner to review the full delivery address and correct anything before dispatch.
Choose an eligible Monday
We ship live orders on reviewed Mondays without a Canadian holiday interruption during the delivery week.
Approve the receiving plan
Be available for the full delivery window or use a suitable pickup plan. A live parcel must not be left outdoors.
Open and check immediately
Bring the parcel inside as soon as it arrives and inspect the animal before discarding any packaging.
Covered
When the plan is followed
- The live animal was sent on the confirmed date and service.
- The delivery address and receiving availability were confirmed.
- The parcel was collected and opened promptly on arrival.
- Any arrival problem was reported immediately with clear photos of the animal and packaging.
Resolution
What we provide
For a valid live-arrival claim, we will work with you on a replacement or credit for the value of the affected animal. A replacement can travel with a future order.
A new shipping label is separate. The guarantee covers the affected animal’s value, not the cost of sending a replacement parcel.
Please know
Situations outside the live-arrival guarantee
Lettermail feeders. Lettermail is an economical, untracked service offered without a live-arrival guarantee. The product and planner show this warning before shipment.
Missed or delayed receiving. Coverage does not apply when a delivery is missed, refused, left outside, or collected later than the confirmed plan.
Incorrect addresses. Coverage does not apply when the customer-approved address is incomplete or wrong.
After-arrival care. Problems that begin after a healthy arrival are husbandry concerns. Contact us quickly and we will still help with care guidance.
Thermal protection
Heat packs and Phase 22 are part of route planning.
When the destination forecast calls for added protection, the planner may recommend or require a heat pack, Phase 22 pack, insulated box, or a different week. Any added protection and price are shown clearly before payment.
If something is wrong
Keep the box and contact us immediately.
We care about the animal and want a clear, fast answer. Please do not discard the shipping materials until we have reviewed the arrival.
- 1Bring the parcel inside and open it.
Check every live container as soon as the carrier completes delivery.
- 2Take clear photos.
Include the animal, its container, the inside of the box and the shipping label.
- 3Send your order number and details.
Tell us when the parcel arrived and what you found so we can review the claim.
Common questions
Before your animal travels
Why do live orders wait for a Monday?
Monday dispatch leaves the largest weekday delivery window and reduces the risk of a parcel being held over a weekend.
Why might my chosen week change?
Holiday closures, carrier disruptions or unsuitable destination weather can make a later Monday safer. We hold the animal until a reviewed option is available.
Do I need to be home?
You must be available for the full delivery window unless a suitable pickup plan has been arranged. Live parcels should never wait outside.
Does the guarantee include replacement shipping?
No. A valid claim covers the affected animal’s value. A new carrier label and any new packaging are separate.
Questions before ordering?