Live Arrival Guarantee & Return Policy

Live Arrival Guarantee (LAG)

We stand behind the safe arrival of every living creature we ship.

  • Animals shipped to a FedEx Hub carry a live arrival guarantee of 2 hours from the time of pickup for a full refund. You must pick up and inspect the animal within 2 hours of it becoming available, and this must occur within the same business day.

  • Animals shipped to a home/residential address carry a live arrival guarantee of 2 hours from the time of delivery.

LAG Rules

  • For FedEx Hub pickups, you must accept and sign for the package on the day it becomes available. Our Live Arrival Guarantee does not cover failure to adequately prepare for delivery.

  • For home/residential deliveries, no signature is required. If you don't respond to the email sent with every package and the living creature is sent to your residence, the Live Arrival Guarantee is only valid for 2 hours after the package is delivered.

  • To be credited under LAG, you must send a video within your 2-hour window to juicesarthropods@gmail.com or via Instagram DM to @juicesarthropods. For a home delivery, the window begins upon receipt of delivery. For a FedEx location pickup, the window begins when the package is acquired, as long as this occurs within the same business day.

  • Once the 2-hour LAG window has passed, coverage ends. If an animal is found to have perished after the 2-hour mark, we are not responsible and no refund, replacement, or credit will be issued.

  • LAG does not cover freebies and giveaways.

Death of an Animal

  • In the case of the death of a covered animal, we will provide a replacement of equal or lesser value to no cost to the customer, or a gift card of equal value may be given in lieu of a refund.

  • In the extremely rare event that the replacement animal also perishes, an investigation will be opened with our Redline Shipping team. A full refund will be given, and no additional animals will be sent until the investigation concludes.

Shipping Windows & Delivery Expectations

  • Living creatures are sent only Mondays, Tuesdays or Wednesdays.

  • Non-Living inventory is sent Mon-Friday.

  • Overnight shipping may mean your order is delivered after the next day; the decision is ultimately up to the shipping provider. Delays, such as weather, may occur for many reasons outside of everyone's control. Carrier delays are fully covered under our LAG, even if there are shipment delays. Unless explicitly instructed to, please do not contact the shipping company. They cannot answer any questions unless the information is data you could also gather using the tracking number.

Care In Transit

  • Living creatures are shipped with enough supplies (damp water source, food, etc.) to survive a 2–3 day trip. However, they should be given liquids immediately upon arrival to ensure the creature's safety.

Size Approximation

  • The advertised size of the animal is considered approximate to the best of our ability. Refunds are not issued for size discrepancies.

Damaged Products

  • If a product you've purchased arrives damaged or defective, please send photos to juicesarthropods@gmail.com. We will issue a refund for the damaged item.

  • This does not apply to any soil or substrate blends. All soil blends, including Royal Soil products, are sold as is and are not eligible for refunds, replacements, or store credit under any circumstances, including damage in transit.