Terms of Sale and

Live Arrival Guarantee (LAG)

 

By purchasing from Critters & Canopies, you acknowledge that you have read, understood, and agreed to these Terms of Sale and Live Arrival Guarantee.

General Terms

Critters & Canopies specializes in captive-bred reptiles, invertebrates, plants, bioactive setups, and related supplies.

We reserve the right to refuse any sale at our discretion, including situations where we believe the purchaser may not be prepared to properly care for the animal.

Purchasers are responsible for understanding local, state, and federal laws regarding ownership of any species purchased.

Animal Health Guarantee

All animals offered for sale are represented honestly and to the best of our knowledge.

Animals are inspected before sale and are shipped only if they appear healthy, feeding appropriately, and fit for transport.

Unless otherwise stated, animals are guaranteed to be:

  • Alive upon arrival under qualifying conditions and overnight FedEx hub pickup

  • Correct species and sex (when specifically represented as sexed)

  • Free of known defects that would significantly impact quality of life

Because living animals are biological organisms, Critters & Canopies cannot guarantee future growth rate, temperament, breeding performance, coloration changes, or long-term health after the animal leaves our care.

Live Arrival Guarantee (Shipped Animals)

Critters & Canopies guarantees live arrival only when animals are shipped via overnight service and held for pickup at a designated FedEx Ship Center (FedEx Hub).

The Live Arrival Guarantee does not apply to shipments sent directly to residential or business addresses.

Qualifying Conditions

To qualify for the Live Arrival Guarantee, all of the following conditions must be met:

  1. The shipment is sent via overnight service.

  2. The shipment is held for pickup at a designated FedEx Ship Center (FedEx Hub).

  3. Weather conditions are deemed safe by Critters & Canopies at both origin and destination.

  4. The package is picked up by the purchaser on the day it becomes available for pickup.

  5. The package is not rerouted, redirected, or modified by the purchaser after shipment.

  6. The animal is inspected immediately upon pickup.

  7. The purchaser contacts Critters & Canopies within two (2) hours of pickup if there is an issue.

Residential Delivery Shipments

Customers may request residential delivery when available; however:

  • Residential deliveries are made entirely at the purchaser's risk.

  • Critters & Canopies cannot control delivery times, vehicle temperatures, package handling, or delays after the package leaves the FedEx hub.

  • No Live Arrival Guarantee is provided for shipments sent directly to residential or business addresses.

By requesting residential delivery, the purchaser acknowledges and accepts these risks.

Dead on Arrival (DOA) Claims

In the unlikely event an animal arrives deceased under qualifying Live Arrival Guarantee conditions, the purchaser must:

  • Notify Critters & Canopies within one (1) hour of pickup.

  • Provide photographs of:

    • The unopened shipping box

    • Shipping label

    • Original packing materials

    • The animal as received

Failure to provide required documentation within the stated timeframe voids the guarantee.

Remedy

For approved claims, Critters & Canopies may, at its sole discretion:

  • Replace the animal (if available)

  • Issue store credit

  • Refund the purchase price of the animal

Shipping charges are non-refundable unless required by law.

Carrier Delays

Once a package is accepted by the carrier, shipping performance is outside our control.

Carrier delays caused by:

  • Weather

  • Mechanical issues

  • Routing errors

  • Natural disasters

  • Acts of God

do not automatically qualify for refunds.

Each situation will be reviewed individually.

Expo Sales

All animals purchased in person at reptile expos, plant expos, conventions, or vendor events are considered accepted by the purchaser at the time of sale.

Animals sold at expos are:

  • Guaranteed to be alive and healthy at the time of purchase.

  • Not covered by the shipped-animal Live Arrival Guarantee.

Customers are encouraged to visually inspect animals before completing the transaction.

Animal Returns

Due to biosecurity concerns, Critters & Canopies generally does not accept returns of live animals.

Exceptions may be made at our sole discretion.

Returned animals may be subject to quarantine and health evaluation before acceptance.

Shipping costs associated with approved returns are the responsibility of the purchaser unless otherwise agreed in writing.

Sexing Policy

Sex determinations are made using accepted industry methods.

Sexed animals are guaranteed unless specifically listed as:

  • Probable Male

  • Probable Female

  • Unsexed

  • Juvenile Too Young to Determine

In the event of an incorrect sex determination, the purchaser must notify us within 30 days of definitive determination.

Remedies may include:

  • Partial refund

  • Store credit

  • Exchange (when feasible)

Genetics & Morph Representation

Animals are represented to the best of our knowledge.

Visual morphs and known genetics are identified based on breeder records and lineage information.

Because genetics can occasionally be misidentified or incomplete, Critters & Canopies cannot guarantee unknown or hidden traits unless specifically stated.

Plant & Bioactive Product Policy

Live plants are shipped healthy and in good condition.

Natural variation in:

  • Color

  • Leaf size

  • Growth habit

  • Root structure

is normal and not considered a defect.

Minor cosmetic damage occurring during shipping does not qualify for replacement or refund.

Bioactive setups, substrates, and natural products may vary in appearance due to the use of natural materials.

Supplies & Equipment

Unused supplies and equipment may be returned within 14 days of receipt if:

  • Unused

  • In original condition

  • In original packaging

The purchaser is responsible for return shipping unless the item was received damaged or incorrect.

Weather Holds

The safety of animals takes priority over shipping schedules.

Critters & Canopies reserves the right to delay shipment when weather conditions are unsafe.

This includes:

  • Extreme heat

  • Extreme cold

  • Severe storms

  • Natural disasters

Limitation of Liability

Critters & Canopies shall not be liable for:

  • Veterinary expenses

  • Consequential damages

  • Lost breeding revenue

  • Emotional distress

  • Injury resulting from improper handling

  • Damages resulting from improper husbandry after delivery

Our maximum liability shall not exceed the purchase price paid for the animal or product.

Payment Policy

Accepted payment methods may include:

  • Credit Card

  • Debit Card

  • Cash (expo purchases)

  • Other approved payment methods

Orders are not considered reserved until payment has been received.

Chargebacks & Payment Disputes

Customers agree to contact Critters & Canopies before initiating a chargeback or payment dispute.

Fraudulent chargebacks may be contested using:

  • Order records

  • Shipping records

  • Delivery confirmation

  • Communication history

Contact Information

Critters & Canopies

Owner: Melanie (MsMel) Muldrow

Email: crittersandcanopies@gmail.com

Website: crittersandcanopies.com

Social Media: @crittersandcanopies