How does shipping work?
Shipping costs will be estimated automatically at checkout. Occasionally, there may be additional charges or refunds. In the rare event of changes, the customer will be notified as soon as possible using the contact information provided at checkout.
All live animals will be shipped using overnight shipping to ensure the safest and fastest method possible. Shipments are delivered directly to your door unless prior arrangements for local hub pickup are made.
Shipping dates are evaluated based on weather and other conditions from the shipping location (California) to the receiving location. This is to ensure the utmost conditions for the health and safety of your pet. If you have questions regarding what day your shipment will be sent, please email email@example.com.
Live arrival guarantee
A Tree Frog Collective guarantees all animals will arrive alive.
If an animal expires in transit, we will replace the animal according to the terms and conditions below. The replacement animal will be of similar value to the original purchase when possible.
In order for us to honor a dead on arrival (DOA) claim, you must contact us within one hour of the package being delivered to your address or picked up from the hub. We will use the time provided by the carrier on the tracking.
Please take an unboxing video and a picture showing the loss (you can use your smart phone) and email us at firstname.lastname@example.org. If approved, we will coordinate with you to replace the animal with one of similar size, color and age at our discretion. We work very hard to make sure you receive your animals alive and in the same condition they left our facility.
We are not responsible for the mishandling of your package during transport or for any late deliveries. Once the package is in transit, we will not be held liable for any damages to the package. We will redirect you to the carrier responsible to file a claim.
Do you ship outside of the continental United States?
At this time, we are unable to ship outside of the continental United States. If you reside outside of the continental United States, please contact us. We are always working to expand our supply chain and need to know where the most customer interest is to focus on and prioritize.
If you are in need of a specific delivery day for your purchase, please email us at email@example.com before placing your order. We do our best to accommodate these requests, but cannot guarantee all special requests can be approved. We evaluate these requests on a case-by-case basis and will do our best to get back to you in a timely manner.
Do you offer returns or refunds?
We work very hard to ensure customer satisfaction in everything we do. Our animals are raised in a safe and healthy environment and we take all precautions possible to ensure your new pet arrives safely at your door. If you are unhappy with your purchase, please email firstname.lastname@example.org.