Use accurate details
Provide a deliverable address and current contact information. Monitor order updates and tracking when supplied, and be ready at the required delivery location.
Read shipping information →Arrival care and customer support
Live Arrival Support, Explained Clearly
Know what to do when a live-animal order arrives, what information helps us review a concern, and how delivery circumstances and customer responsibilities may affect eligibility.
Inspect promptly. Keep the packaging. Document the condition.
If you need arrival support, preserve the animal, box, labels and packing materials, then contact us with your order details and clear evidence without avoidable delay.
A clear support path
Four steps from delivery to review
Use this sequence when an order arrives. Select each step to see the information and actions that help support assess an arrival concern.
Arrival support step 1
Inspect the delivery promptly
Bring the package inside, open it carefully and assess the animal and shipping materials as soon as you receive the delivery. Follow any arrival instructions supplied with the order.
Check the animal before changing or discarding the packaging.Arrival support step 2
Preserve clear evidence
Keep the animal, shipping box, labels and packing materials available. Take clear photos or video that show the animal, the complete package and any condition you need support to review.
Do not dispose of relevant materials before support responds.Arrival support step 3
Contact support without avoidable delay
Send your order number, delivery and tracking details, a concise description of the concern, and the supporting images or video. Complete information helps the team assess the report efficiently.
Use the contact page so the report enters the correct support channel.Arrival support step 4
Allow the report to be reviewed
Eligibility and the appropriate response depend on the order record, delivery circumstances, evidence supplied and applicable policies. Support will explain the next step after reviewing the complete report.
A submitted report does not by itself confirm coverage or a specific remedy.Before the package arrives
Your responsibilities matter
Good preparation protects animal welfare and gives the order the best possible arrival conditions.
Receive promptly
Avoid missed receipt, unattended packages and unauthorized changes to the delivery route or handling process. Bring the package into a suitable environment promptly.
Review common questions →Prepare the habitat
Complete and test the species-appropriate enclosure before delivery. Correct temperature, lighting, humidity, hides and other essentials should already be stable.
Explore care preparation →A complete support report
What to send for review
Clear, complete information helps us connect the delivery record with the condition you observed. Keep original files available and avoid editing evidence in a way that removes useful context.
- Order number and purchaser contact details
- Delivery date, tracking information and receipt circumstances
- Clear photos or video of the animal and complete package
- Images of labels, insulation, packing materials and any visible concern
- A concise description of what you observed and actions already taken
Coverage is reviewed, not assumed
Eligibility may be affected by order details, delivery conditions, delayed or missed receipt, inaccurate information, changes outside the approved delivery process, incomplete evidence, or failure to follow applicable arrival instructions. After reviewing the complete report, support will explain whether assistance is available and what response is appropriate. Submitting a report does not automatically establish eligibility, a refund, or a replacement. See the Refund and Returns Policy for related purchase guidance and use My Account to locate order information.
Have an arrival concern?
Contact support with your order number, delivery details and clear evidence. The more complete the report, the more efficiently it can be reviewed.