Shipping Policy

Guarantee & Shipping

We proudly ship coast to coast in Canada. For shipping quotes and to place orders, please DM @incoginverts. Below is our Live Arrival Guarantee and how to request help if something goes wrong.

Live Arrival Guarantee (Canada-wide)

  • The guarantee covers the livestock itself, not the shipping cost for any replacement animals.
  • Send clear photos of any DOA within 1 hour of the delivery time shown by the carrier.
  • Eligible claims are replaced or credited on the next safe ship date.

How to report a problem

  1. Take clear photos of the unopened parcel, inner container, and affected animals (a short clip with a gentle nudge helps).
  2. Note the delivery time and ambient temperature at the destination.
  3. Contact us immediately via Instagram DM: @incoginverts (include photos)

Shipping windows & weather

We pack for Canadian seasons. During temperature extremes we may hold and coordinate a safe window. Heat/cold packs are used when appropriate; “hold for pickup” may be required in very hot or cold conditions.

What we include

  • Secure, insulated packaging appropriate to weather.
  • Moisture-controlled ventilation and species-specific packing.
  • Clearly labelled contents and live-arrival handling note.
What counts as DOA?

Animals that have clearly expired on arrival. Provide a brief video in the original shipping cup showing lack of movement when gently nudged.

Delays & missed deliveries

If a carrier delay or missed delivery exposes the parcel to extreme temperatures, we’ll still do our best to help. Eligibility is case-by-case and may require “hold for pickup”.

Replacements vs credits

Where possible we’ll replace the same species/line. If unavailable, we’ll issue a store credit for the livestock value.

Last updated:


If more animals are sent than were ordered (e.g., you paid for 12 and received 15), the extras are not covered by our guarantee. Any overcounts will be subtracted from the total loss count before replacements are issued.)

 

 

Weather Conditions and Shipping Delays


Shipping may be delayed during periods of extreme weather (excessive heat or cold). We reserve the right to temporarily hold off on shipping until conditions are safe and suitable for live animal transit.


 

 

Summary


  • Contact us via Instagram for all shipping quotes and arrangements.
  • Live arrival guarantee covers livestock only, not shipping costs.
  • DOA photos must be submitted within 1 hour of delivery.
  • Overcounts are not covered under the replacement policy.
  • Shipping may be delayed during unsafe weather conditions.

 

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