Shipping policy
LAG
The Live Arrival Guarantee (LAG) applies only to orders shipped using the UPS Overnight shipping option.
To qualify for the Live Arrival Guarantee, customers must provide clear photo and video evidence of the unboxing process and the condition of the animals within one (1) hour of the recorded delivery time. Claims submitted after this window may not be eligible for coverage.
The one-hour reporting requirement is in place to help ensure that any issues are directly related to the shipping process and not the result of prolonged exposure to outdoor temperatures or other environmental conditions after delivery. Customers are responsible for monitoring tracking information and making arrangements to receive their package promptly upon arrival.
For any Live Arrival Guarantee (LAG) claim, the recorded delivery time provided by the carrier will be compared to the time the claim, photos, and videos are submitted. Claims must comply with all LAG requirements outlined in our Shipping Policy to be considered.
We also offer a UPS 2 Day shipping option for customers who prefer a lower shipping cost. Please note that the Live Arrival Guarantee does not apply to UPS 2 Day shipments. However, all live animal orders are packaged with the same level of care and attention regardless of shipping method. Insulated packaging, heat packs, cold packs, and other shipping materials may be used as conditions require to help ensure animals arrive safely. There are no additional charges for these packaging materials, as they are included in our shipping rates whenever needed to protect the health and well-being of the animals during transit.
Most orders will consist of juveniles and/or subadults, as they generally ship better and adapt more successfully to new enclosures than adults.
Temperature Requirements
To help ensure the safety and well-being of live animals during transit, live animal orders will only be shipped when forecasted temperatures are between 40°F and 90°F along the shipping route and at the destination. If temperatures fall outside of this range, your order may be held until suitable shipping conditions return.
Spiky Pods reserves the right to delay shipment if weather conditions are deemed unsafe for live animal transport. This policy is in place to protect the health of the animals and maximize the likelihood of a successful arrival.
Carrier Delays & Delivery Responsibility
While every effort is made to ensure the safe arrival of all live animals, we cannot be held responsible for carrier delays, shipping disruptions, or circumstances beyond our control once a package has been accepted by the shipping carrier.
Customers are responsible for monitoring tracking information and promptly retrieving packages upon delivery. We are not responsible for packages left unattended outdoors, in mailboxes, or in other locations for extended periods of time after delivery.
Shipping Schedule
To help ensure the safest possible transit conditions for live animals, live animal orders are typically shipped only on Mondays and Tuesdays. This helps prevent packages from being delayed in transit over the weekend.
Additionally, we do not ship live animals during the week before or the week of major holidays, as increased carrier volume may lead to delays that could compromise the health and well-being of the animals.
At Spiky Pods, we take great care in packaging and shipping our animals, and we will work with customers in good faith to resolve any valid Live Arrival Guarantee concerns.