Overview
Because we deal exclusively in live cargo, we do not accept returns under any circumstances. Please do not attempt to ship a live or deceased animal back to us. All sales are final.
We offer a strict Live Arrival Guarantee (LAG) on our livestock, provided all shipping and timing conditions outlined below are met.
Shipping & Delivery Rules
- Hold for Pickup Only: To ensure the health and safety of our animals, we ship exclusively via overnight express to a certified, climate-controlled FedEx Ship Center.
- Pickup Timeline: The customer must pick up the package from the designated FedEx hub within 2 hours of the carrier’s official “Ready for Pickup” timestamp. Failure to collect the package within this 2-hour window completely voids the Live Arrival Guarantee.
In the Event of a DOA (Dead on Arrival)
In the rare and unfortunate event that an animal arrives deceased, you must notify us within 2 hours of the official delivery/pickup timestamp.
To file a valid LAG claim, you must provide:
- Your order number and receipt.
- A clear, continuous, and uncut video of the unboxing process, OR a clear photograph of the deceased specimen with a sewing pin placed gently through or next to the abdomen to verify the claim.
Once your claim is received and verified by us, we will issue a full refund for the cost of the animal or coordinate a replacement shipment (subject to availability).
Shipping Costs
Original shipping fees are non-refundable. In the event that a replacement animal is approved and shipped, the buyer is responsible for covering the cost of the new overnight shipping label.
Need Help?
For any questions regarding your shipment, preparation for pickup, or husbandry inquiries, please contact us at weaver@arachnecottage.com.