At TortoisesWorld.com, we take the safe arrival of your live animals seriously. Every live reptile, amphibian, and invertebrate order is covered by our Live Arrival Guarantee plus a seven-day extended guarantee, subject to the terms and conditions below.
Our animals are carefully selected and securely packaged to help ensure they arrive safely. While DOA (Dead on Arrival) cases are uncommon, customers should read the following policy carefully before placing an order.
Live Arrival Guarantee
If an animal arrives deceased, please contact us immediately after delivery.
To submit a DOA claim, you must:
- Take a clear photograph of the deceased animal placed on top of the shipping label, upside down, in the same photograph.
- Take any additional photographs requested for verification.
- Email the required photographs to the email address displayed in the site header.
- Submit the claim within eight hours of delivery or pickup.
Claims that do not meet these requirements may not qualify for coverage.
Once a claim has been reviewed and approved, you may choose one of the following options.
Replacement Animal
We can arrange to ship a replacement animal when available. The customer is responsible for the applicable replacement shipping charge of $24.99.
If the replacement animal also arrives deceased, we will refund the purchase price of the animal, excluding shipping costs, using the original payment method where applicable.
Refund
Alternatively, an approved DOA claim may qualify for an immediate refund of the animal’s purchase price, less the applicable shipping charge of $45.99.
Each situation is reviewed individually, and we will work with customers to reach a reasonable resolution.
Seven-Day Extended Guarantee
In addition to the Live Arrival Guarantee, eligible live animals are covered by a seven-day extended guarantee.
This additional coverage is subject to the same applicable conditions and exclusions outlined below. Customers should carefully review these terms before ordering.
Species Photos
Images displayed on our website may be representative photographs rather than photographs of the exact animal you will receive.
Coloration, markings, size, pattern, and other physical characteristics can naturally vary between individual animals. Differences between an animal received and a representative website photograph do not, by themselves, qualify for a refund, replacement, or return.
Guarantee Conditions & Nullifying Factors
The Live Arrival Guarantee and extended guarantee may be void under the following circumstances:
1. Extreme Temperatures
If temperatures at the delivery destination are below 40°F (4.4°C) or above 90°F (32.2°C), the Live Arrival Guarantee and extended guarantee are void.
Customers are responsible for reviewing local temperatures before placing an order. Shipping live animals involves shared responsibility between the seller and customer, particularly during periods of extreme weather.
2. Missed Delivery
The guarantee is void if you or an authorized representative are not available to receive the package when delivery is attempted.
If an animal has been arranged for pickup at the carrier’s facility, the package must be collected within eight hours of arrival at the facility.
3. Incorrect Delivery Address
The guarantee is void if an incorrect or invalid delivery address is entered during checkout.
Please carefully verify your shipping information before completing your order.
4. Late DOA Claims
DOA claims must be submitted within eight hours of delivery or pickup, together with the required photographs.
Failure to contact us within this timeframe may void the Live Arrival Guarantee.
5. Carrier Delays
We are not responsible for carrier delays or disruptions that occur after an animal has been shipped. Shipping charges are non-refundable.
Customers should monitor their shipment and be available to receive the package promptly when it arrives.
Missing Items
If an item is missing from an order, please contact us promptly. After the claim has been reviewed and approved, the missing item will be refunded.
Delivery & Signature
Carrier tracking systems may provide information regarding package delivery and, where applicable, the person who accepted the shipment.
Please monitor your tracking information closely and be prepared to receive your live-animal shipment when it arrives.
Acceptance of These Terms
By placing an order through TortoisesWorld.com and confirming acceptance of this guarantee at checkout, you acknowledge that you have read and agreed to these terms.
Please review this policy carefully before completing your purchase. By accepting the guarantee at checkout, you acknowledge the requirements, exclusions, and claim procedures described above.
If you have questions about the Live Arrival Guarantee or seven-day extended guarantee, please contact us before placing your order.