Live Arrival Guarantee
At Terra World, we understand that bringing home a new exotic pet is an exciting experience. Our commitment to quality extends beyond our collection – we want to ensure your new companion arrives safely at your doorstep. That’s why we proudly offer our comprehensive Live Arrival Guarantee on all reptiles, amphibians, tortoises, turtles, invertebrates, and exotic species in our collection.
Our Live Arrival Promise
Terra World stands behind every animal we sell with our ironclad Live Arrival Guarantee. Whether you’re purchasing field-collected specimens, wild-caught individuals, or captive-bred animals, we guarantee they will arrive alive and in excellent health. This commitment reflects our dedication to ethical sourcing, proper handling, and expert packaging techniques that have been refined over years of experience in the exotic pet industry.
Our guarantee applies to all shipping methods offered through our service, giving you peace of mind regardless of your location or delivery timeframe.
What Our Guarantee Covers
✅ All animals will arrive alive at the shipping destination
✅ Specimens will match the species and description provided on our website
✅ Animals will be free from obvious illness or injury upon arrival
✅ Proper packaging and insulation based on species-specific requirements
✅ Expert handling throughout the entire shipping process
If for any reason your new pet doesn’t meet these standards upon arrival, we offer prompt solutions to make things right.
How to Qualify For The Guarantee
✅ Inspect Upon Delivery: Open and inspect your package immediately upon delivery in the presence of the delivery person when possible
✅ Document Any Issues: Take clear photos of the packaging and animal if there are any concerns
✅ Timely Notification: Contact us within 1 hour of delivery for any DOA (Dead On Arrival) claims
✅ Follow Care Instructions: Begin proper care according to the species-specific guidelines included with your shipment
Temperature Restrictions And Weather Holds
✅ We do not ship when temperatures at origin, destination, or transfer points fall below 40°F or exceed 85°F
✅ Weather holds may be implemented during extreme conditions to ensure animal safety
✅ Our team actively monitors weather patterns and will communicate any necessary shipping delays
Scan & Unbox Videos
For high-value specimens over $300, we recommend recording an “unboxing video” that clearly shows:
✅ The sealed, undamaged package as delivered
✅ The complete unboxing process
✅ The condition of the animal upon first examination
These videos serve as documentation if any issues need to be addressed and help us process claims more efficiently.
Resolution Process
If you experience any issues covered by our Live Arrival Guarantee:
✅ Contact Our Emergency Response Team: Reach out via our dedicated email (support@terraworld.com) or emergency hotline (555-TERRA-HELP)
✅ Submit Documentation: Provide requested photos or videos within 2 hours of delivery
✅ Receive Prompt Resolution: Our team will offer one of the following solutions based on your situation:
✅ Direct replacement of the same species (subject to availability)
✅ Store credit for the full purchase amount plus 10%
✅ Refund of the animal’s purchase price
Shipping Best Practices
Reptile & Amphibian Shipping
✅ Heat packs or cold packs as seasonally appropriate
✅ Moisture-controlled environments for amphibians
✅ Secure, escape-proof containers with appropriate ventilation
✅ Cushioning to prevent movement during transit
✅ Species-specific packing materials that reduce stress
Tortoise & Turtle Shipping
✅ Spacious, padded containers that prevent flipping
✅ Moisture-appropriate bedding materials
✅ Anti-slip surfaces for safe transit
✅ Temperature-regulated packaging solutions
✅ Specialized shock absorption techniques
Invertebrate Shipping
✅ Microclimate containers with precise humidity control
✅ Anti-vibration packaging materials
✅ Special positioning to prevent injury during transit
✅ Dark environments to reduce stress
✅ Temperature-stable shipping materials
Exclusions & Limitations
While our Live Arrival Guarantee is comprehensive, certain circumstances fall outside its coverage:
✅ Claims reported more than 1 hour after delivery
✅ Animals that have been removed from their shipping containers for more than 15 minutes before inspection
✅ Damage resulting from improper handling after delivery
✅ Minor color variations or size differences within normal species parameters
✅ Stress-related behaviors that resolve within 48 hours of arrival
International Shipping Considerations
For international orders, additional considerations apply:
✅ Customs delays are beyond our control but we work proactively with authorities
✅ Country-specific import requirements must be met by the customer
✅ Documentation for CITES-listed species will be provided where applicable
✅ Special guarantee terms may apply depending on destination country regulations
Preparing For Your New Arrival
Before Your Animal Arrives
✅ Set Up Proper Housing: Have the appropriate enclosure fully prepared and at optimal temperature
✅ Research Care Requirements: Familiarize yourself with the specific needs of your new species
✅ Stock Appropriate Food: Have suitable food ready for your animal’s first meal
✅ Prepare Quarantine Area: For multi-pet households, have a separate area ready for initial observation
After Your Animal Arrives
✅ Acclimation Period: Allow your new pet time to adjust to its environment without handling
✅ Monitor Behavior: Observe eating, drinking, and activity patterns during the first week
✅ Follow-Up Care: Schedule a veterinary check-up with an exotic pet specialist if recommended
Contact Our Live Arrival Support Team
Our dedicated Live Arrival Support Team is available to assist with any questions or concerns:
✅ Email: livearrival@terraworld.com
✅ Phone: (555) 123-4567
✅ Hours: Monday–Sunday, 8am–10pm EST
✅ Emergency After-Hours Support: Text “TERRA HELP” to 55555
Terra World is committed to the ethical sourcing and responsible shipping of all exotic animals. We maintain all necessary permits and adhere to all state and federal regulations regarding the sale and transport of reptiles, amphibians, and exotic species.