Live Arrival Guarantee

Here at Star Platinum Pets we offer a Live Arrival Guarantee on any live products shipped via Priority Express shipping. Live Arrival Guarantee implies we have fulfilled top quality shipping practices in order for you to receive your animal alive and healthy and in the rare event of a DOA we will provide either a refund, store credit, or a replacement animal. In order to qualify for a refund/replacement you must prove within our guidelines that your animal has truly arrived ill or dead. Our guidelines are as follows:

• You must report a sick or dead animal within two hours of its arrival time.
• The report must contain photos of the animal as well as the invoice that the animal was shipped with.
• If the animal is contained in a tamper-evident container such as a fish bag or a taped shipping cup you MUST NOT OPEN IT in order to qualify for a refund/replacement. Failure to prove the containment has not been opened or tampered with will result in immediate rejection of any refund/replacement requests.

If you meet all these guidelines please contact us with the photos and desired solution.