Shipping policy

Shipping Policy & Live Arrival Guarantee

This policy explains how we safely ship tarantulas and invertebrates nationwide and outlines our Live Arrival Guarantee. It works together with our Terms of Service and Refund & Cancellation Policy—please review all three before placing an order.

Our Guarantee

We guarantee that your animals will arrive alive and in good condition when all shipping guidelines are followed.

If there is ever an issue—carrier delay, shipping damage, or DOA—we will make it right quickly and fairly. Your satisfaction and the animal's wellbeing are our top priorities.

Shipping Standards & Safety

We have refined our shipping process over 50,000+ successful shipments to ensure safe, stress-free delivery.

We only ship when weather and conditions are safe for the animals:

  • Orders may be delayed if temperatures are extreme or unsafe
  • We ship Tuesday, Wednesday, and Thursday to ensure safe transit timing and avoid weekend delays
  • You will be notified immediately of any delays

Every shipment includes:

  • FedEx Priority Overnight shipping (minimizes time in transit)
  • "Live Animal" labeled packaging (reduces mishandling risk)
  • Graphite foam insulation (superior temperature protection)
  • Seasonal heat, ice, or phase-change packs (included at no extra cost)
  • Secure, humidity-controlled containers (reduces stress)
  • Custom protective packing materials (impact protection)
  • Naturalistic bedding and materials whenever possible

We routinely upgrade materials and absorb additional costs—we never cut corners to save on shipping.

Inspection Window & Reporting

Inspection Window: 2 hours from the time of delivery or pickup

For home delivery, the window begins when the package is marked delivered.
For FedEx facility pickup, the window begins at the time of pickup.

To qualify for Live Arrival Guarantee coverage:

  1. Unpack and inspect animals promptly
  2. Report any issues within 2 hours
  3. Provide clear photo or video proof of the problem
  4. Email proof to support@exoticsunlimitedusa.com with your order number

Important Note on Customer Responsibility: If you do not report a DOA or issue within the required window with photo/video proof, you assume full responsibility for that animal. We cannot issue coverage for claims made after the reporting window has closed or without photographic evidence. See our Legal Notice & Animal Responsibility for full liability terms.

We understand that life happens. If you notice issues after the 2-hour window, contact us anyway. While full coverage applies within the initial window, we will always work with you to find a fair solution.

Delivery Methods

FedEx Hold for Pickup (Recommended)

Why we recommend this:

  • Lowest risk delivery method
  • Animals spend minimal time in transit
  • Package picked up immediately (no delays in facility)
  • Most controlled, safest delivery environment

Important: Packages must be picked up the same day they are available. We automatically select the closest FedEx facility to your zip code.

Coverage: When picked up same-day and issues reported within 2 hours with proof, you are fully covered under our Live Arrival Guarantee.

Home / Office Delivery

Requirements:

  • Someone must be available to receive and sign for the package
  • Inspection must occur within 2 hours
  • Carries higher risk during transit compared to FedEx facility pickup

Coverage: Our Live Arrival Guarantee fully applies when all guidelines are followed. If a valid DOA is reported within 2 hours with proof, we will make it right.

Live Arrival Guarantee – Coverage & Resolution

When We Provide Replacement or Credit

A Dead on Arrival (DOA) means the animal arrives deceased or passes shortly after arrival due to shipping-related causes (not pre-existing conditions or delayed health decline).

If all guidelines are followed and a valid DOA is reported within the 2-hour window with proof, we will make it right with one of the following:

Option A: Replacement via FedEx Facility Pickup

  • Replacement animal shipped to your closest FedEx facility
  • We cover shipping cost (up to $39 for FedEx facility pickup)
  • Shipping credit is added to your account and can be used on any future order
  • This is available only for FedEx facility pickup orders

Option B: Store Credit

  • 100% store credit for the full animal value applied to your account
  • Can be used as payment on any future order
  • Never expires
  • Store credit is as good as cash for any product

Option C: Refund

  • Full refund for the animal to your original payment method
  • Refund issued without the 6% processing fee (we absorb this for DOA claims)
  • Refunds typically process within 5-7 business days

For cancellations, order adjustments, and refund timing outside of a DOA claim, see our full Refund & Cancellation Policy.

Special Items & Promotional Items – Live Arrival Coverage

Freebies:

  • Fully covered under our Live Arrival Guarantee for 24 hours from arrival (one-time courtesy)
  • No reshipping: Freebies are replaced on your next order only, not reshipped as a standalone order
  • If reported within 24 hours with proof, we will make it right
  • Active Communication Required: If an animal shows any health concerns, you must communicate with us daily. If we do not hear from you for 2-3 days, coverage is voided and you assume full responsibility for that animal. We need daily updates to support animals with health issues.

Event/Limited-Time Promotional Items (marked-down pricing, event exclusives, bundle discounts):

  • Fully covered under our Live Arrival Guarantee
  • No shipping coverage: We do not cover replacement shipping for promotional items
  • If a promotional item arrives DOA or non-viable, you may choose:
    • Store credit for the full item value (applied to your account for future orders)
    • Full refund for the item to original payment method (without 6% processing fee—we absorb it for all DOA claims)
    • Replacement shipping is NOT covered for promotional items
  • Standard 2-hour reporting window applies

Why this approach: Deep discounts and freebies allow us to offer incredible value. By replacing freebies on your next order and limiting shipping coverage on promotional items, we can keep these programs sustainable for everyone. We appreciate your understanding.

Coverage Limitations

Our guarantee does not apply when:

  • Package is not picked up the same day (FedEx facility)
  • Delivery is missed, refused, or returned
  • Incorrect shipping information is provided by you
  • Customer does not follow inspection guidelines

Important Notes

  • Minor imperfections or non-critical issues are handled fairly on a case-by-case basis
  • Health Concerns Require Active Communication: If an animal shows delayed health decline or concerns (hours or days after arrival), you must communicate with us regularly for us to support replacement decisions. We cannot issue coverage for health concerns if you do not provide updates or wait an extended period before reporting.
  • Wholesale and business orders: DOA claims within 3 hours receive store credit
  • Once coverage terms are applied, no additional claims can be made for the same animal
  • No Late Reporting: If you do not report any issues (DOA or health concerns) within the applicable window and do not actively communicate with us about problems, you assume full responsibility for that animal.

Shipping Fees

  • Shipping fees are non-refundable once a label is created
  • Carrier delays do not qualify for shipping refunds
  • Shipping costs are separate from Live Arrival Guarantee coverage

Exception: If a replacement is required under our Live Arrival Guarantee, replacement shipping is fully covered by us.

Free Shipping & Order Combining

Free shipping is available on orders $300+ shipped via FedEx Hold for Pickup only.

  • Home/office delivery orders require standard shipping charges
  • Promotional thresholds may vary during special events

Order Combining: We allow customers to combine unlimited orders into a single shipment.

  • Combined orders must be placed under one account and contact to keep things organized
  • If combined orders exceed the $300 free shipping threshold, previously paid shipping is applied as store credit to your account
  • Store credit can be used as payment on any future order with the same email address
  • Note: Please do not combine orders from multiple customers/accounts into one shipment, as this creates confusion for our team

Wholesale Shipping & DOA Policy

Wholesale DOA must be reported within 3 hours of pickup or delivery (vs. 2 hours for retail).

To report:

  1. Take clear photos of the animal as received
  2. Email to support@exoticsunlimitedusa.com
  3. Include order number and brief description

Resolution:

  • Replacement or store credit issued quickly if confirmed
  • Refunds available for inventory shortages

Wholesale Shipping:

  • All orders include live arrival guarantee
  • Shipping calculated at checkout
  • Orders $1,000+ ship free
  • Heat/cold packs included based on your climate

Related Policies

Contact Us

Exotics Unlimited
998 Hoyd Ln., Kernersville, NC 27284, USA
📧 support@exoticsunlimitedusa.com
📞 336-314-1085

Policy History

  • 1/16/2026 – Improved clarity and expanded reporting time windows
  • 4/8/2026 – Restructured policy for clarity and consistency
  • 9/7/2026 – Added Special Items & Promotional Discounts language; reformatted for clarity with plain-language definitions and cross-policy links (no material terms changed)