Live Arrival Guarantee

We prioritize the health of every hatchling we ship from our North American nursery.

The Live Arrival Guarantee covers your reptile if you notify us within 1 hour of the time stamped by the carrier for delivery or pickup at a designated shipping hub.

To validate this guarantee, a signature is required upon delivery or pickup within 2 hours of arrival.

Email us at support@nursery.com

Valid claims result in a full refund of the animal's cost or a replacement of similar value. We use the original payment method, and you will not incur extra fees for these safety reimbursements.

Guarantee Conditions:

For the animal to be eligible for a live arrival claim, please ensure:

  • Shipment was picked up from a FedEx Hub

  • The delivery was signed for on the first attempt

The guarantee is void if:

  • The shipping address provided was incorrect or incomplete.

  • Carrier delays occur due to weather, though we pack for 48-hour safety.

  • The health concern was not reported within the one-hour arrival window.

  • A third-party forwarding service was used for international transit.

We reserve the right to determine validity based on photo and video evidence of the unboxing process at our sole discretion.

Report Issues

You must provide visual proof of the animal's condition. Send documentation to our expert health team at this address:

Nursery Lab, USA/CAN

We are not responsible for reptiles lost due to customer negligence or carrier clerical errors. We recommend picking up at hubs to minimize transit stress. Refunds are only issued after review of photographic unboxing evidence.

Gifts:

If the reptile was a gift, ensure the recipient is ready to receive the shipment. Our expert team socializes every animal, but they need immediate care and warmth upon arrival to ensure a smooth transition.

If the gift recipient was not available for delivery, the guarantee is void. We will process any approved refunds directly to the person who placed the nursery order.

Contact Us

For questions about our Live Arrival Policy, contact us by e-mail care@nursery.com