Customer care
Shipping & Returns
Live animals are shipped with the same care we'd want on the other end. Here's how it works.
Live arrival guarantee
Every animal is guaranteed to arrive alive when shipped on a scheduled, overnight service and someone is available to receive it at the door. Photos of the animal in its shipping container are required within 30 minutes of delivery for any claim.
Weather holds
We ship based on the forecast low and high along the full route, not just at pickup and delivery. If temperatures fall outside a safe range, your animal is held and shipped on the next suitable day at no extra cost.
Packaging
Animals travel in insulated, ventilated containers with appropriate heat or cold packs for the season. Coffee orders ship in standard padded mailers.
Payment & deposits
A non-refundable deposit holds an animal while shipping is arranged; the balance is due before the animal leaves. This lets us schedule shipping around weather without losing the sale.
Returns
Because these are live animals, we don't accept returns once an animal has arrived and been accepted. If there's ever a health concern after arrival, contact us directly — we'd rather work it out with you than have you stuck.