Live-arrival protection terms

Protection is not insurance

Live-arrival protection is an optional service guarantee offered under these terms. It is not a regulated insurance product, and it is not underwritten by an insurer. Its final terms are pending underwriting and legal review and may change before launch.

What it can cover

If protection was selected at checkout and an approved claim shows the animals did not arrive alive or arrived in a condition covered by these terms, we may refund up to the covered amount: the lower of the declared value and the coverage cap shown at checkout.

Evidence we need

• A recipient arrival report submitted through the private tracking link within the claim window.
• Arrival photos, and the packing photos taken before sealing.
• Packing that followed the packing checklist, and hand-off at a location confirmed to accept live animals.

What it doesn't cover

• Shipments where eligibility requirements, the packing checklist or hand-off instructions weren't followed.
• Delays or losses caused by inaccurate information supplied at booking.
• Anything a carrier "delivered" scan alone is claimed to prove. Delivery isn't arrival confirmation.

Other claim types

Label/service refunds, package damage and supplies returns are separate claim types with their own evidence rules. A person reviews every claim; refunds go to the original payment method where possible.