Live Arrival Guarantee
Your pet’s safety is our highest priority
Our Commitment
At Pet Supply Link, we treat every animal with the utmost care. We understand that shipping a live animal can be stressful for both you and your new pet. That’s why we back every shipment with our ironclad Live Arrival Guarantee.
What is Covered
The guarantee covers the safe arrival of all live reptiles, amphibians, birds (including cockatiels), and other exotic pets. If your animal arrives deceased or shows severe signs of illness within 2 hours of delivery, you are fully protected.
How to Claim
- Accept the package on the first delivery attempt. Delayed deliveries or missed attempts may void the guarantee.
- Inspect your pet immediately upon arrival. Take a clear photo or video of any issue.
- Contact us within 2 hours of the delivery timestamp – email is preferred for photos.
- We will arrange a replacement animal or issue a full refund of the purchase price, depending on availability and your preference.
Shipping Conditions
We use FedEx Priority Overnight for all live animal shipments. Every package is insulated with temperature‑controlled packs (heat or cold) appropriate for the species. We only ship Monday through Wednesday to avoid weekend delays, and we monitor weather conditions along the route – if temperatures are extreme, we may hold the shipment for the safety of your pet.
Exclusions
The guarantee does not cover losses caused by incorrect care after arrival, failure to pick up the package on the first attempt, or damage resulting from carrier mishandling beyond our control (though we will assist with claims). It also does not cover subsequent health issues caused by improper husbandry.
Why Trust Us
With thousands of successful deliveries, our guarantee is real and backed by a team of passionate exotic pet specialists. We’ve been shipping reptiles, birds, and amphibians for years, and we stand behind every single animal.