Shipping Policy & Live Arrival Guarantee

We care deeply about the health and safety of every animal and invertebrate we ship. Please review the following policy before placing an order. By purchasing from Danelle’s Critters, you agree to these terms.

Shipping Carrier

  • All animals are shipped via FedEx Priority Overnight.
  • At this time, we only ship within the continental United States.

Shipping Schedule

  • We ship animals on Tuesdays only, for Wednesday delivery.
  • This schedule ensures we can personally drop animals off at our FedEx hub (located 1.5 hours away) and minimize transit time.
  • We apologize for any inconvenience this may cause and appreciate your understanding—it’s what we must do to give your critter the safest possible journey.
  • On Monday mornings, we will contact you to confirm that:
    • The weather is safe at the origin, sorting hub, and destination.
    • FedEx is operating without known delays.
    • You are available to pick up or receive the animal on Wednesday.
  • If everything lines up, we will ship Tuesday for Wednesday delivery.
  • If confirmation isn’t received on Monday then shipping will be postponed until the following week.

Weather & Safety Holds

  • Shipments are only sent when temperatures are between 40°F and 90°F at the departure, sorting hub, and destination locations.
  • We reserve the right to delay shipping due to:
    • unsafe weather conditions,
    • holidays
    • FedEx service disruptions/delays.
  • These precautions are for the safety of your animal.

Hub-to-Hub Shipping

  • Our preferred shipping method is hub-to-hub, meaning your critter will be held for pickup at your nearest FedEx Ship Center. It should be noted that not every FedEx location accepts live animals and only those that do are considered hubs in this context.
  • This keeps the animal safer by reducing time on delivery trucks and exposure to unpredictable conditions.
  • Hub pickup is covered by our Live Arrival Guarantee if the animal is picked up the same day it arrives, before the hub closes.
  • Hub hours vary by location. It is the customer’s responsibility to know when their FedEx hub closes and plan accordingly.
  • If you’re unsure of your hub location or hours, please contact us before ordering—we are happy to help.

Home Delivery (By Exception)

  • Home delivery is available only by request and approval on a case-by-case basis.
  • Home delivery requests MUST be made before checkout so we can approve or deny based on weather and routing.
  • If approved, someone must be present at the first delivery attempt for the Live Arrival Guarantee to apply.
  • Packages must not be left outside or exposed to the elements.

Live Arrival Guarantee

Our top priority is making sure your animal arrives safe and healthy.

Our Live Arrival Guarantee applies only when all of the following conditions are met:

  1. Pickup/Delivery Timing
    • Hub shipments: picked up the same day of arrival, before the FedEx hub closes.
    • Home delivery (if approved): someone is present at the first delivery attempt.
  2. Proof of DOA
    • Clear, time-stamped photos must be provided:
      • One photo of the unopened box with the shipping label visible.
      • One photo of the animal inside the opened box, with the box visible in the frame.
    • The animal must be clearly deceased in the photo evidence.
  3. Reporting Window
    • Any issues, including DOA (dead on arrival), must be reported within 2 hours of pickup or delivery.

If these conditions are met and a loss occurs, we will work with you to provide a replacement or store credit at our discretion. Shipping costs are non-refundable.

⚠️ Delays outside these windows void the Live Arrival Guarantee. Contacting us after the deadline will not reinstate coverage.

✔ Incorrect Sex (When Sex Was Guaranteed)

If we guaranteed a sex and made an error:

  • If no sex was guaranteed in the listing, no compensation will be provided.
  • You may return the animal for a full refund of the purchase price once it is safely back in our care.
  • Buyer pays return shipping, and shipping costs are not refunded.

The animal must arrive back in healthy condition and be shipped in a safe and appropriate way with a insulated, lined box and by a 3rd party, approved shipping company such as MorphMarket, Redline Shipping, Reptiles Express, etc.

✔ Wrong Animal Shipped

If we made an error and sent the incorrect animal:

  • You may return the animal for a refund or replacement, depending on availability.
  • Shipping costs are not refunded.
  • Buyer pays return shipping unless the error was substantial (case-by-case).

✔ Misidentified Morph or Trait

Because morph identification can sometimes be complex — especially with polygenic traits or juvenile animals — these situations are handled case-by-case with fairness and transparency. For polygenic traits, pattern variations, and subjective descriptors (such as ‘high expression,’ ‘low expression,’ ‘reduced pattern,’ etc.), no refunds will be issued.

❌ Situations Not Covered by LAG

Our Live Arrival Guarantee does not apply when:

  • Animals are shipped to a home address without prior approval
  • The customer fails to pick up a hub package promptly
  • The customer provides an incorrect address
  • The buyer misses the 2-hour notification window
  • Animals are exposed to unsafe temperatures due to buyer instructions
  • Animals are left outside after delivery
  • Customer refuses delivery or reroutes the package

We want your new critter to arrive safe — your cooperation helps make that possible.

Customer Responsibilities

By purchasing from Danelle’s Critters, you agree that you:

  • Have provided an accurate and safe shipping address.
  • Will be available to receive your package as outlined above.
  • Understand that shipping live animals carries some risk despite all precautions.
  • Be prepared to open the box and inspect the animal immediately upon arrival.

Relation to Terms & Conditions

This Shipping & Live Arrival Guarantee is part of our broader Terms & Conditions. By placing an order, you agree to both this policy and our full Terms & Conditions.

Questions?

We are happy to answer any shipping-related questions before you place your order. We reply within 24 hours (Monday–Saturday).

Please contact us at:
Email: danelle@danellescritters.com
Phone: (919) 949-9791

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