Our live insurance covers the cost of your shipping label if it arrives after its promised delivery time, as well as value of a DOA animal if the package arrives late and all shipping standards are followed.
Fasten the shipping label securely to the package. Write the tracking number on the box so, in case the label gets lost, the shipper can create a new label and keep your package moving along.
Rules for ive insurance:
On-time guarantee
On-time insurance covers shipments that arrive after UPS or FedEx's guaranteed time of arrival, as determined by their timestamp. If your package is late, you are eligible for a full refund of the shipping costs of your label.
On-time guarantee is only available for these services:
- UPS Next Day Air Early
- UPS Next Day Air
- UPS Next Day Air Saver
- UPS 2nd Day Air
- FedEx First Overnight
- FedEx Priority Overnight
- FedEx Standard Overnight
- FedEx 2Day AM
- FedEx 2Day
Ground and 3-day services are not covered for on-time guarantee.
Live arrival guarantee
For a DOA claim to be covered, the package must be delivered after the shipper's guaranteed delivery time and the package must meet all of our shipping standards.
The recipient must be available to accept the package directly from the driver or within 30 minutes of delivery. If you did not elect for delivery confirmation (adult signature required) the driver may leave the package in a safe location. This counts as a completed delivery. If the package is left waiting for more than 30 minutes, live insurance is nullified.
Live insurance is invalidated if any shipping standards are violated. These include improper use of heat and cold packs; improper insulation; improper boxes; inadequate packing; and shipping outside our temperature parameters. If you do not buy insurance when you book your shipment, no aspect of that shipment will be insured.
How to make a claim
Before you send your package, tell the recipient to notify you right away if the package arrives late or with a DOA. Tell the recipient to save the animal and all packaging.
Claims for late arrival must reported within 2 days of the recorded delivery time.
Claims for dead arrival must be reported within 4 hours of the recorded delivery time.
To make a claim:
1. Go to our home page. If needed, click the Login link at the upper right corner and log in.
2. At the upper right corner of the page, click the arrow next to the account name.
3. Click My Account.
4. On the left side of your account page, click Order History.
5. Click the ID number of the shipment you want to file a claim for.
6. Click the Claim Insurance button.
7. In the window that comes up, briefly tell us what happened and hit the Submit button.
8. We will provide further instuctions as soon as we can. The shipper should be ready to provide the following:
Receipt for purchase of the live animal. if the shipment is not a commercial transaction, the shipper must provide a copy of the itemized packing list from the package, which is required by the Lacey Act. This provides proof of value.
Proof the shipper followed all of our shipping standards. Clear digital photos of all packaging, showing legible label on the box, condition of outer box, insulation inside box, packing material, heat/cold pack (if applicable), and the snake bag or deli cup.
Clear digital photos or video of the animal, clearly showing its condition and markings, as well as rolled onto its back. This provides proof of dead arrival.
Animal must be kept frozen for 90 days or until the claim is released, whichever comes first. If the animal cannot be provided upon our request, the claim will not be paid.
Approved claim payments will be made to the shipper.
Limitations
The following situations nullify our insurance coverage.
Package is delivered on time according to the shipping carrier's guaranteed delivery time. If the package is held for pickup at the shipping carrier's facility, it is considered on time if it reaches the facility by the guaranteed delivery time. The official delivery time is recorded by the driver when the driver delivers the package at the destination.
If package is sent during a "no-ship" period as noted on our website. No-ship periods are noted for holidays, bad weather and other conditions that can affect deliveries.
If the package is not received on the first delivery attempt. For on-time insurance the package may be dropped off at the destination, accepted by someone at the destination, or signed for at the destination. If delivery confirmation is required and no one is available to sign for the package this qualifies as a first delivery attempt.
If the package goes back onto truck for later delivery.
If packaging does not meet our shipping standards. The best way to ensure compliance is to use one of our shipping kits.
If the outgoing shipment is not scanned into the FedEx system in time for end-of-day pickup Monday through Wednesday.
If the shipment is delayed by a FedEx National Service Disruption. This is rate but catastrophic disruption is usually caused by extreme weather conditions such as hurricanes or blizzards.
If shipment is not sent via Priority Overnight or Standard Overnight to a hub.
Claimant does not follow proper claim procedure (missing the 4-hour claim window, failure to provide required evidence within eight hours, etc.).
NOTES:
Our insurance applies exclusively to pet or research animals. This insurance does not cover common feeder insects nor animals that are disallowed by our shipping standards.
Live insurance does not cover injuries incurred during shipping, whether the package is delivered late or on-time. This includes dropped tails, neurological claims, etc. It is the responsibility of the shipper to ship a healthy animal that is properly packed.