Arrive Alive Guarantee
Every live animal we ship is covered by our Arrive Alive Guarantee. We pack for the animal, not just the parcel - insulated boxes, heat or cool packs to suit the season, oxygen where needed, and dispatch timed for the safest possible transit from our Melbourne facility.
What is covered
If a live animal arrives deceased, we will replace it or issue store credit to the value of that animal, subject to the conditions below.
How to make a claim
- Be available to receive the parcel on the scheduled delivery day. Livestock cannot be left in transit or on a doorstep.
- Film a single continuous unboxing video from the moment the sealed box is opened.
- Contact us within 2 hours of delivery with your order number and the unboxing video.
What is not covered
- Parcels where delivery was missed, refused, or redirected.
- Claims without a single continuous unboxing video.
- Losses after an animal has been introduced to your own system.
Not sure about anything before you order? Talk to the team first.