Live Arrival Guarantee

Live Arrival Guarantee (LAG)

At Tiny Green Tails, LLC, we take shipping live animals seriously. We pack with care and ship with the goal that every order arrives healthy and ready to thrive.

If your order arrives with losses, we’ll make it right under the terms below.

What’s Covered

Our Live Arrival Guarantee applies to live animals sold by Tiny Green Tails, LLC, including (when offered):

  • Green Anoles
  • Isopods
  • Springtails
  • Live feeders (ex: crickets)
  • Other live invertebrates

If an item arrives Dead on Arrival (DOA) and you follow the steps below, you’re eligible for a replacement or store credit.

Claim Window (Required)

To qualify, you must contact us within 2 hours of delivery.

  • Delivery time is based on the carrier’s tracking “Delivered” timestamp.
  • Claims submitted after 2 hours may not be eligible.

What You Must Provide

Please email us with:

Order number

Clear photos of:

  • The DOA animal(s) in the original container
  • The shipping box and packing materials
  • Any heat/cold pack included (if applicable)

A brief description of what you observed

Send claims to: tinygreentails@gmail.com

Shipping Requirements (To Be Eligible)

Your order must meet all of the following:

  • Package is delivered on the first delivery attempt
  • Shipping address is correct and complete
  • Package was shipped using the shipping option required for LAG
  • The package was not left outside for extended time after delivery
    (We strongly recommend being available to bring it inside immediately.)

Weather & Temperature Safety

For the safety of live animals, we may delay shipping due to temperature extremes.

  • If local or destination temperatures are unsafe, we may require a Hold for Pickup or adjusted ship date.
  • If a customer requests shipping against our weather recommendations, the Live Arrival Guarantee may be void.

What We Provide (Resolution Options)

If your claim is approved, we will provide one of the following (our choice based on availability and circumstances):

  • Replacement of the affected animals (customer covers reship cost unless we determine packing/shipping error), or
  • Store credit for the value of the DOA animals

We do not refund original shipping costs.

Important Notes (Not Considered DOA)

The following do not qualify as DOA:

  • Minor stress, temporary lethargy, or hiding behavior
  • Color changes after shipping (common in many species)
  • Delays caused by carrier issues after acceptance, including “Late” scans (unless you purchased a carrier-guaranteed service and it is confirmed as failed delivery)
  • Packages marked “Delivered” but stolen
  • Orders with incorrect/undeliverable addresses

Local Pickup

Local pickup orders are guaranteed healthy at the time of pickup. Once you take the animals home, care and environment are outside our control.

Questions?

We’re happy to help. If something doesn’t look right, reach out quickly—most issues are solvable with simple adjustments.