Policies and Guarantees
Discover here our policies and guarantees related to products, animals and delivery.
Guaranteed healthy arrival of the living.
Applicable on shipments containing live matter.
We guarantee the healthy arrival of animals, plants, and insects. You have a period of 24 hours after delivery to file a claim. Here are some important points so that we can honor our warranty:
-You will need to have photo evidence of the state of the animal/plant/insect before it arrives.
-Let us know your concerns within the first 24 hours.
-Any package containing living organisms must ABSOLUTELY have been received by someone. Make sure you have someone present at the house on delivery day. We always ask for a signature to guarantee that the package will not be left on the ground in front of your door.
It should be noted that only the cost of the animal is guaranteed. Delivery costs (and preparation fees if applicable) are not refundable.
Health guarantee on animals.
Our animals are quarantined for a reasonable period of time to ensure their good health and that they feed properly. We NEVER sell an animal if we are not reasonably sure of its health.
If a problem occurs after purchase, we will generally not refund the pet. Some exceptions may apply. Contact us if you notice a problem as quickly as possible and with photos.
Breakage of products during delivery.
What happens if (non-living) products are broken during transport?
We pack our orders carefully. Despite this, damage can sometimes occur and we sincerely apologize.
Here’s what to do if it happens:
1- Within 24 hours, please contact us with as many details as possible about the breakage, photos of the broken products, and photos of the package if it had been visually damaged.
2- We will request compensation from the carrier to refund/compensate you for the damage. This can take a few days.
Noted that:
-We reserve the right to offer compensation rather than a total refund if the damage is minor and the product is still fully usable. Rest assured, we put customer satisfaction first!
-Delivery is generally non-refundable (Some exceptions may apply depending on the situation, at the discretion of the seller).
Free shipping policy in Canada.
Shipping to Quebec is free for orders over $165 before taxes, before delivery and before promotion and rebates.
Shipping to Canada is free for orders over $200 before taxes, before delivery and before promotion and rebates.
Exceptions may apply for remote areas.
How are the animals, insects, and plants shipped?
Rest assured, everything is done professionally and safely!
1- First of all, the packaging of our packages is adapted to the season. In winter, we use insulated boxes, often lined, and use heating bags to maintain a comfortable warmth for the animal.
2- We choose our shipping weeks. Sometimes we will choose not to ship that week due to certain factors, such as extreme cold or the risk of high delivery delays like during the Christmas period.
3- We always use a very fast delivery service. In the majority of cases, delivery takes less than 24 hours or up to 48 hours.