Live Arrival Guarantee (LAG) & Shipping Policy

At Black Craft Exotics, the health and safety of our animals are our top priorities. We take great care in packaging and shipping every order to help ensure your animals arrive safely. We understand that shipping live animals comes with risks, which is why we offer a Live Arrival Guarantee under the following conditions.

1. Live Arrival Guarantee

We guarantee that eligible animals will arrive alive and in good condition when all shipping requirements are followed. In the unfortunate event of a Dead on Arrival (DOA), customers may qualify for a replacement or store credit for the affected animals.

2. DOA Claims

To qualify for our Live Arrival Guarantee:

• Contact Black Craft Exotics within 2 hours of the carrier’s recorded delivery time. For approved carrier-facility pickup, the window begins at the recorded customer pickup time.
• Provide clear photographs of the affected animals in their original shipping container.
• Include your order number and a description of the issue.
• Keep all original packaging until your claim has been reviewed.

Claims submitted after the 2-hour window may not qualify for coverage.

3. Shipping Requirements

• Orders ship only when weather conditions are considered safe.
• We may delay shipments during extreme heat, freezing temperatures, storms, or other hazardous conditions.
• Customers must provide an accurate shipping address.
• Someone must be available to receive the shipment promptly.
• Animals must ship using a carrier-approved service appropriate for the species.
• For temperature-sensitive animals, pickup at an approved carrier facility may be required.

4. Weather Restrictions

For animal safety, shipments may be postponed when temperatures at the origin, destination, or shipping hubs fall outside safe ranges for the species. We will coordinate a suitable shipping date with the customer. Weather-related delays before shipment do not cancel an order unless otherwise agreed.

5. Live Arrival Guarantee Exclusions

Our Live Arrival Guarantee does not cover:

• Incorrect or incomplete shipping addresses provided by the customer.
• Packages left unattended after delivery.
• Failure to collect a package from an approved pickup location within the required timeframe.
• Death or injury occurring after the animals have been successfully received alive.
• Customer-requested shipping arrangements that we have expressly identified as ineligible for coverage.
• Claims without the required photographs or submitted outside the claim window.

Carrier delays and weather-related incidents will be reviewed individually rather than automatically denied.

6. Replacements & Store Credit

If a DOA claim is approved, Black Craft Exotics will offer a replacement of the affected animals or store credit equal to their purchase value. Replacement availability depends on current inventory. Shipping charges for replacement orders will be discussed before the replacement is sent. Any applicable legal refund rights remain unaffected.

7. Customer Responsibility

Customers are responsible for researching the care requirements of their animals and preparing suitable enclosures before delivery. Customers must also ensure that the species they order are legal to possess in their location. Black Craft Exotics will independently verify applicable shipping and sale restrictions before accepting an order.

8. Our Commitment

We care deeply about the animals we raise and sell. Our goal is to provide healthy, quality invertebrates and reptiles while making every purchase a positive experience. If you experience an issue with your order, please contact us promptly. We will work with you toward a fair resolution.

Black Craft Exotics — Quality Exotics, Carefully Delivered.