Live Arrival Guarantee (LAG)

The 2-hour rule: report Dead on Arrival through the order page within 2 hours of the courier's tracked delivery time.

Clear photographic evidence: at least two photos: the outer shipping label and dead livestock in the original shipping substrate.

First delivery attempt: the guarantee is void if the first delivery attempt was missed and the parcel went back to a depot or post office.

1. Reporting a DOA marks the order Disputed and pauses further settlement actions. Existing Stripe destination transfers are not escrow and cannot be retroactively frozen.

2. Evidence upload time is cross-checked against the courier delivery timestamp.

3. The seller has 24 hours to accept (immediate refund) or contest.

4. An admin reviews the 2-hour window, first attempt and photos, then approves a refund or declines the claim. Refunds depend on Stripe processing and available balances.

Partial mortality is refunded pro-rata. Buyers who claim DOA against 3 different sellers are flagged for suspension.

Sellers may delay shipment when the destination is above 30°C / 86°F or below 2°C / 35°F. A buyer who demands shipment during an embargo voids the LAG.

Dispatch on Monday and Tuesday only. Express shipping is mandatory.

Damp coco coir or peat moss (passes the squeeze test — a few drops, not a stream), inside a breathable calico or muslin bag, in a sturdy corrugated box with no biosecurity risk.

Outer label: "LIVE HARMLESS INVERTEBRATES — KEEP OUT OF DIRECT SUNLIGHT".

Paid pickup orders get a 6-character handover code. Show it to the seller at collection — the seller enters it to complete the order.

Pickups must be collected within 72 hours. After the deadline, sellers may grant one 48-hour extension or cancel as unclaimed. The buyer receives 85%; the seller retains a 15% gross holding fee minus the original 5% platform fee (10% net, before any Stripe fees). Inventory is restored on successful cancellation.

A pickup dispute pauses cancellation and refunds until admin review. Pickup reminders appear in your order; email and SMS are not yet connected.