Shipping policy
Tesorosfrogs.com Shipping, Delivery, and Refund Policies
Shipping Policy
1. Shipping Coverage:
· We currently ship poison dart frogs within the United States only, all states.
· Live animal shipments are subject to state and local regulations. Please verify the legality of owning poison dart frogs in your area before placing an order.
2. Shipping Methods:
· All live frogs are shipped via UPS or FedEx with Priority to ensure they arrive in optimal condition.
· Shipments are scheduled Monday through Wednesday to avoid delays over the weekend.
3. Shipping Costs:
· Shipping rates vary based on location and the number of frogs purchased. Costs will be calculated at checkout.
4. Weather Conditions:
· Orders may be delayed if the weather in your area or at our facility is deemed unsafe for live animal transport.
· Heat packs or cold packs will be included as necessary to maintain temperature stability during transit.
5. Order Tracking:
· Once your order ships, you will receive a tracking number via email so you can monitor the delivery status.
6. Shipping Guarantee:
· We guarantee live arrival for all shipments, provided someone is available to receive the package on the first delivery attempt.
· Any failure to accept the package on the scheduled delivery date voids the live arrival guarantee.
Delivery Policy
7. Delivery Schedule:
· Orders are shipped on the next available shipping day after payment is processed and weather conditions are verified.
· Delivery typically occurs within 1-2 business days after shipment.
8. Customer Responsibility:
· Customers must be present to receive the package upon delivery.
· We recommend opening the package immediately and transferring the frogs to their prepared habitat.
9. Delivery Delays:
· Delays caused by the shipping carrier or extreme weather conditions are beyond our control. We will communicate updates and work to resolve issues promptly.
Refund Policy
10. Live Arrival Guarantee:
· If a frog arrives deceased, you must notify us within *1 hour* of delivery, including clear photographic and video evidence of the deceased frog inside its packaging.
· Replacement frogs or refunds (minus shipping costs) will be provided at our sole discretion.
11. Non-Refundable Situations:
· Failure to receive the package on the first delivery attempt.
· Deaths or injuries caused by improper care or unsuitable habitat conditions after delivery.
12. Cancellations and Changes:
· Orders may be canceled or modified up to *48 hours* before the scheduled shipping date. Once the package is shipped, no cancellations or changes can be made.
13. Refund Process:
· Approved refunds will be processed within *5-7 business days* back to the original payment method.
Additional Policies
14. Ethical and Legal Compliance:
· We sell only captive-bred poison dart frogs in compliance with bio-commerce, conservation, and sustainability principles.
· All frogs are shipped with appropriate permits and documentation for legal trade.
15. No Returns Policy
· Due to the sensitive nature of live animals and to protect the health and safety of our animals and collection, we do not accept returns under any circumstances. Once an animal leaves our facility, it cannot be returned or exchanged, regardless of changes in customer circumstances, preferences, or perceived condition.
· By completing your purchase, you acknowledge and agree to this policy.
15. Animal Variation Policy:
· All photos on our website are intended to be representative of the species, morph, or general appearance of the animal being offered. Unless explicitly labeled as “exact animal pictured,” the images are not of the specific individual you will receive.
· Due to natural variations in coloration, pattern, size, and behavior, no two live animals are exactly alike. By purchasing from us, you acknowledge and accept that your animal may differ slightly in appearance from the reference photo provided.
16. Shipping Risk & Condition Upon Arrival
· All animals are carefully inspected and confirmed to be healthy, alert, and in good condition at the time of packaging and shipping. While we take every precaution to ensure safe transport— We go above industry standards, using only the highest-quality materials and applying meticulous handling and packing practices to ensure the safest possible journey for every animal we ship. —we cannot guarantee the condition of the animal upon arrival, as minor injuries such as superficial scratches, abrasions, or stress-related signs (e.g., dull coloration, lethargy) may occur during transit and are beyond our control.
· By purchasing from us, you acknowledge and accept that: We are not responsible for cosmetic damage or minor injuries sustained during shipping. We do not offer refunds, replacement or returns for animals that arrive alive but with superficial injuries or stress related conditions. Live arrival is defined as the animal arriving alive, not necessarily in absolute perfect condition.
· For guidance on how to support your animal’s recovery if it arrives with cosmetic damage or signs of stress (such as superficial scratches, dull coloration, or lethargy), please refer to our Post-Arrival Care Guide.
· If an animal arrives dead on arrival (DOA), our Live Arrival Guarantee (point 10) will apply only if all stated conditions are met.
17. Customer Support:
· For any concerns or issues, contact our support team at (954) 371.8011 or at ivan@tesorosfrogs.com within 48 hours of delivery.