Live Arrival Guarantee

Reptiles for sale
Reptiles for sale
Reptiles for sale
Reptiles for sale

We offer 100% Live Arrival guarantee on all animalss

We offer a 100% live arrival guarantee on all of our animals. We also guarantee the sex of the animal to match what was stated at the time the animal was purchased.
There are however circumstances that will void the live arrival guarantee. These circumstances include:
1. The buyer or a member of the household must be present to sign for the package on the first delivery attempt (Fedex provides time of delivery stamp).
2. A delay in shipping due to carrier mishandling.
3. Temperatures at the hub or destination being under 32°F or over 99°F for reptilles and under 40°F or over 85°F for isopods  .
4. Animals held for pickup at a Fedex location must be picked up by the customer on the same day as arrival. (Photo Id must be provided and match the name used for shipping)
5. A delay in shipping resulting in rerouting due to an inaccurate delivery address being entered during checkout.
6. Any Live Arrival Guarantee requests must be made within 30 minutes of the package being dropped off by FedEx or 30 minutes of package being picked up at Hub if Hold For Pickup option was used.
Isopod Note: Isopod cups are overpacked with 2-5 isopods. Live arrival guarantee does not apply to overpacked isopods that may perish in transit. The live arrival guarantee is applicable to the total number of live isopods equaling the cup count purchased.
Should your animal perish in transit we will need you the buyer to provide a picture of the deceased animal on its back and to contact us upon receipt of the package. This must be provided within 30 minutes of the delivery time stamp.
Live arrival guarantee only applies to the shipping period and is void once you take possession of the animal.
Live arrival guarantee will only apply to the cost of the animal and will not apply to the cost of shipping. Shipping costs for replacement animals are the responsibility of the buyer.
Once inspected and accepted, the well-being of the animal is the sole responsibility of the buyer. Backwater Reptiles will not be responsible for any veterinary costs incurred by the buyer or for the maintenance and upkeep of the animal.
Nullifying Factors 1.) If temperatures at the delivery zip code dip below 40F or above 90F, the live arrival guarantee and extended guarantee are both completely voided for all reptiles, amphibians, invertebrates, and feeders. However, even including Winter shipments, our DOA rate is still an incredibly low 1.8%. Shipping live animals is a shared risk between the shipper and the customer--please research your local temperatures prior to ordering. 2.) If you, or an authorized representative are not present for a delivery attempt (usually in the morning), the live arrival guarantee is null and void. If it was agreed upon that the animal(s) would be held at the carrier's facility, the package(s) must be picked-up within four hours of arrival at the said facility. 3.) If you inadvertently enter a delivery address during checkout that is not valid, the live arrival guarantee is voided. 4.) If you do not contact us within three hours of delivery or pick-up with DOA and shipping label photographs, the live arrival guarantee is voided. 5.) We are not responsible for carrier delays, which have become common during the COVID epidemic due to staffing issues at FedEx and UPS. Shipping costs are non-refundable. This policy is a reptile industry standard. 6.) Animals that succumb due to negligence or neglect on the part of the customer are not eligible for the guarantee coverage. When you order through our website, you specifically click on "Yes" to accept our live arrival guarantee. It is legally binding. This gives us your digital signature agreeing to the guarantee terms, which we then keep on file. We utilize a collection agency for any and all customers who attempt unethical chargebacks or disputes in violation of these agreed upon terms. Please Note FedEx and UPS systems show when the package(s) arrive, and who signed for it. Our carriers should never leave a package without a signature. If your order is missing any item, it will be immediately refunded upon approval of the claim. Please feel free to contact us if you have any questions at all.
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