Live Arrival Guarantee

LIVE ARRIVAL & HEALTH GUARANTEE

Tails and Scales guarantees that your animal or plant will arrive alive and healthy. We are happy to provide this guarantee provided a number of conditions have been met. The live arrival guarantee may be voided if you are not at home or the location you specify to receive your animal(s) on the agreed upon date. We send out emails to customers who are expecting animal shipments on possible ship out dates and will wait for the customers response. We will not ship out animal(s) until we receive this response. Delays are sometimes possible due to carrier issues and we try to pack the animals based on this possibility. Some locations will also require 1 to 2 days extra travel times and this will be taken into account.

Animals

includes Reptiles, Amphibians and Fish

If an animal(s) is (are) dead on arrival we will replace the animal(s) or offer a substitute of equal value if a replacement can’t be given. If we do not a have a replacement of equal value we will offer a gift card for the value of the animal. The animal(s) is covered but the customer will have to pay for the shipping of the replacement animal(s). Transport costs are not covered under the guarantee. The customer MUST notify us immediately and provide photographic evidence. If we do not hear from you within 3 hours of the animal(s) being received, we will assume the animal(s) have arrived alive and are in good health

The customer is responsible for the husbandry after they take possession of the animal(s). We have no control over care once the animal(s) is in the possession of the customer.

We have no problem providing advice to our customers on the best way to care for their pets. We also recommend that some research be done on your purchase to make sure you can provide proper care

Live arrival guarantee is not available for some delicate species, invertebrates and aquatic invertebrates.

Plants

Live arrival for plants is guaranteed when Expedited 1 to 2 day shipping is selected. Live arrival is not guaranteed when economy shipping rate is selected this includes all methods for Canada Post except Priority Courier. The cost of shipping is not covered under the guarantee. If a plant(s) is (are) dead on arrival we will replace the plant(s) or offer a substitute of equal value if a replacement can’t be given. If we do not have replacement of equal value we will offer a gift card for the value of the plant. The plant(s) is covered but the customer will have to pay for the shipping of the replacement plant(s). The customer MUST notify us immediately and provide photographic evidence. If we do not hear from you within 24 hours of the plant(s) being received, we will assume the plant(s) have arrived alive and are in good condition.

We will ship plants when temperatures are safe to do so. Premium shipping rates can be paid during colder temps to ensure they arrive without any cold or freeze damage. We will endeavour to ship your plants at a speedy but also economical method. Special requests for shipping can be made and will be accommodated whenever possible. Please note that we select the best method possible for your shipment. If you ask to have it shipped a method that we determine is not a safe method to ship then the live arrival guarantee is nullified.

Tails and Scales is not responsible for aftercare of any plant purchased from us. The customer is responsible for all aspects of proper culture for the plant(s) purchased. We will provide as much information as we possibly can but once the plant(s) has left the shop we have no control of care and culture of the plant(s) purchased. It is the responsibility of the customer to research all aspects of culture of the plant they have purchased.

All inquiries into which species are not covered under the live arrival guarantee should be sent to info@tailsandscales.ca