We work hard to provide fast & clear responses to any issues or queries, so you can expect a reply within 24 hours. For issues regarding injured, deceased, or unresponsive animals, please reach out here instead.
Frequently Asked Questions
My animal arrived unresponsive or unwell, what do I need to do?
Ensure you’ve removed your pet from its transport cup into its enclosure, or to your hands if the animal cannot cause harm. We can’t provide assistance or refunds for animals that have not had their condition fully assessed outside of their transport container.
We’ll need you to record a minimum of a 5-second video of the animal. The more photographic or video content the better, this will allow us to assess the footage efficiently and with greater confidence. Please note that we may have to ask for more footage. For this reason, please do not bury, euthanize, or otherwise dispose of the animal until you have heard back from a member of our team.
Within 24 hours, our team will respond with expert advice for your pet along with a refund if applicable. To learn more about what our guarantee covers, please read below.
My order hasn't arrived.
If your order hasn’t reached you in the expected time frame, please get in contact with us via email, and a member of our team will follow it up ASAP.
Short delays can occur on occasion, typically this is nothing to worry about and your pet will be with you the following day. If you’ve purchased via next-day delivery, we will refund you the difference.
My pet doesn't look as expected. Have I been sent the wrong species?
If you’ve received an animal that doesn’t look as expected, perhaps it’s a different colour or size, mix-ups can happen and you may have received the wrong species.
With this said, live animals are very variable, even members of the same species. They differ greatly in size an appearance by sex, location of origin, and many other factors.
If you’re concerned, please reach out to us with photos, and a member of our team will get back to you with second opinions.