Live Arrival Guarantee Policy

At Indy Bioactive, we take extreme care in packaging and shipping all live animals and bioactive products. Every order is packed with the health and safety of the livestock as our top priority using insulated packaging, seasonal temperature control materials, and industry-standard shipping practices.

Because live animal shipping carries inherent risks, our Live Arrival Guarantee (“LAG”) applies only when ALL conditions outlined below are fully met.

By placing an order containing live animals, you acknowledge that you have read, understood, and agreed to this policy in its entirety.

Covered Under This Guarantee

The Live Arrival Guarantee applies to:

• Captive bred isopods
• Springtails
• Feeder invertebrates
• Fish
• Aquatic Plants
• Aquatic Snails
• Live plants
• Other eligible live bioactive organisms specifically listed on the product page

Coverage guarantees that livestock arrives alive at the time of delivery.

This policy does NOT guarantee long-term survival after arrival, customer husbandry practices, breeding success, coloration, growth rate, or compatibility with existing enclosures.

Conditions Required To Qualify

To remain eligible for the Live Arrival Guarantee, ALL of the following conditions MUST be met without exception:

1. Correct Shipping Address

Customers are solely responsible for providing a complete and accurate shipping address.

The guarantee is automatically void if:

• An incorrect address is entered
• The package is forwarded or rerouted
• Delivery is delayed due to customer error
• Apartment, suite, gate, or access information is missing

2. First Delivery Attempt Required

The package MUST be received on the FIRST delivery attempt.

If the package:

• Sits outdoors after delivery
• Is not collected promptly
• Is refused
• Is rescheduled
• Misses first delivery

the guarantee becomes void immediately. Many live invertebrate vendors require first-attempt acceptance because extended transit and temperature swings dramatically increase mortality risk.

3. Safe Weather Conditions

We reserve the sole right to delay shipment due to unsafe weather conditions.

Generally, livestock will not ship when:

• Local temperatures are below 40°F
• Local temperatures exceed 90°F

Extreme seasonal conditions may require:

• Hold for Pickup routing
• Upgraded shipping methods
• Delayed shipment scheduling

Refusal to cooperate with weather-related safety measures voids the guarantee. Temperature restrictions are common industry practice for live animal shipping.

4. Customer Responsibility After Delivery

Live animals MUST be unpacked and inspected immediately upon arrival.

Leaving animals sealed in shipping containers for extended periods after delivery voids all guarantees.

Customers are responsible for:

• Proper acclimation
• Proper enclosure conditions
• Correct humidity and ventilation
• Appropriate temperatures
• Researching species care requirements before purchase

Claim Requirements

In the rare event of a DOA (Dead On Arrival), ALL of the following are required:

Claims MUST Be Submitted Within 1 Hour Of Delivery

Claims submitted after 1 hour from confirmed delivery time are automatically denied.

Carrier tracking timestamps are considered the official delivery time.

Most reputable live animal vendors require extremely short reporting windows for DOA claims.

Required Proof

Claims MUST include ALL of the following:

1. Clear photos of the unopened shipping box
2. Clear photos of the shipping label
3. Clear photos/video of the deceased livestock
4. Clear photos of all original packaging materials
5. Unedited unboxing video beginning BEFORE the package is opened

Failure to provide ALL requested evidence voids the claim.

We strongly recommend recording the entire unboxing process for your protection and ours.

What We Will Provide

Approved claims may receive ONE of the following remedies at our sole discretion:

• Replacement livestock
• Store credit
• Partial refund for affected livestock only

Original shipping charges are non-refundable.

Replacement shipping costs may apply.

What Is NOT Covered

The Live Arrival Guarantee does NOT cover:

• Carrier delays beyond our control
• Weather delays
• Lost or stolen packages after delivery
• Incorrect husbandry
• Escapees after unpacking
• Stress-related mortality after arrival
• Minor cosmetic damage
• Color variation
• Breeding performance
• Molting issues
• Natural die-off in microfauna cultures
• “Missing” dwarf or juvenile isopods within substrate
• Delayed activity from springtails or isopods after shipping

Carrier-delay exclusions are standard across much of the live animal industry.

Additional Terms

• We reserve the right to refuse service to anyone.
• Fraudulent claims will result in permanent refusal of future sales.
• Excessive claim history may void future guarantee eligibility.
• By purchasing live animals from Indy Bioactive, the customer acknowledges the inherent risks associated with shipping live organisms.

Contact Information

For all Live Arrival Guarantee claims, contact us via our social media for fastest response time 
or via email at help@indybioactive.com .

Please include:

• Order number
• Full name
• Tracking number
• All required photos/videos

Failure to follow claim instructions may result in denial of coverage.