Shipping policy

SHIPPING POLICY

Holy-Poly Isopods LLC takes the safe shipment of live animals seriously. Shipping dates, shipping methods, and carriers are determined based on animal welfare, expected transit conditions, carrier availability, product type, and other relevant circumstances.

We currently use UPS for live-animal shipments; however, Holy-Poly Isopods LLC reserves the right to use another shipping carrier or service when appropriate.

FULFILLMENT & SHIPPING SCHEDULE
Orders Without Live Animals

Orders that do not contain live animals ship on our regular non-live shipping days. Each order has an order cutoff: orders placed before the cutoff ship on the next shipping day, and orders placed after it ship on the following one. Checkout shows the ship date for your order next to each shipping option.

Ship dates are our planned dates and are not guaranteed. Holidays, order volume, product availability, carrier conditions, and other circumstances may affect fulfillment.

Certain products fulfilled from alternate facilities are excluded from this schedule.

Live-Animal Orders

Live-animal orders ship in our weekly live-animal shipping batch, weather and shipping conditions permitting. Each order has an order cutoff: orders placed before the cutoff are scheduled for the next batch, and orders placed after it are scheduled for the following one. Checkout shows the ship date for your order next to each shipping option.

Live-animal shipments may be postponed when Holy-Poly Isopods LLC determines that conditions could create an unreasonable risk of delay, loss, or harm to the animals.

STATE RESTRICTIONS

Holy-Poly Isopods LLC ships live animals only to permitted destinations within the continental United States.

Some States restrict certain species, so some live animals cannot be shipped to those states. Any state restriction is listed on the applicable product page.

Orders for a restricted species to a restricted state may be canceled.

Mixed Live & Non-Live Orders

Orders containing both live animals and non-live products are considered live-animal orders and will typically ship together according to the live-animal shipping schedule.

Customers who need supplies or other non-live products sooner should place them as a separate order from live animals.

Products fulfilled from alternate facilities may still ship separately.

Products Shipping From Alternate Facilities

Certain products—including apparel, glassware, printed products, and other specialty merchandise—may be fulfilled and shipped separately from alternate facilities.

These products do not necessarily follow our standard live-animal or non-live-product fulfillment schedule.

An order containing products fulfilled from multiple locations may arrive in multiple packages at different times and may receive separate tracking information.

ESTIMATED DATES AT CHECKOUT

At checkout, each shipping option shows the date we plan to ship your order and, for services with a known transit time, an estimated delivery date.

These dates are estimates only and are not guaranteed shipment or delivery dates. They may change because of:

Weather or temperature holds
Holidays
Carrier conditions
Order processing
Products fulfilled from alternate facilities
Shipment-specific animal-safety requirements
Other circumstances affecting fulfillment or transit

As noted during checkout:

“Estimated dates aren’t exact. We’ll notify you when your order ships.”

For live animals, our published live-animal shipping schedule and any shipment-specific instructions provided by Holy-Poly Isopods LLC control when we intend to release the shipment to the carrier.

Once an order has shipped, customers should monitor the tracking information provided by the applicable carrier for current transit information.

SHIPPING DELAYS & WEATHER HOLDS

Holy-Poly Isopods LLC reserves the right to postpone or temporarily suspend live-animal shipments when we determine conditions may create an unreasonable risk of delay, loss, or harm to the animals.

Reasons for postponing shipment may include, but are not limited to:

Holidays or increased holiday shipping volume
Weather or temperature conditions at our shipping location
Weather or temperature conditions at the recipient's destination
Weather or conditions along the anticipated shipping route
Known carrier operational issues
Carrier service disruptions or facility problems
Staffing issues
Labor disputes or strikes
Natural disasters or severe weather events
Known regional or national shipping delays
Other circumstances that we reasonably believe could affect safe or timely delivery

Shipping may be postponed even when a carrier continues to accept packages.

Our decision to ship live animals is based on what we believe provides a reasonable opportunity for safe arrival, not simply whether a carrier is operating.

A shipment postponed by Holy-Poly Isopods LLC for animal safety or anticipated shipping conditions does not automatically cancel the customer's order.

SHIPPING ADDRESS & CUSTOMER INFORMATION

Customers are responsible for providing a complete and accurate shipping address, email address, telephone number, and any other information reasonably necessary to fulfill and deliver their order.

Holy-Poly Isopods LLC is not responsible for delivery problems caused by incorrect, incomplete, outdated, or undeliverable information provided by the customer.

Once tracking information is provided, customers purchasing live animals are responsible for monitoring their shipment and making reasonable arrangements to receive or pick up the package promptly.

If you know that a particular carrier has difficulty delivering to your address, we strongly recommend arranging an available Hold for Pickup option for live-animal shipments.

FREE SHIPPING

Orders of $99 or more are currently eligible for complimentary shipping when applicable.

When an order qualifies for Free Shipping, Holy-Poly Isopods LLC reserves the right to select the shipping carrier, service level, and shipping method used to fulfill the order.

Free Shipping does not guarantee or entitle the customer to a specific carrier, service level, or transit speed, regardless of any shipping method displayed or selected during checkout.

For example, if a customer selects Next Day Air or another expedited service but the order qualifies for Free Shipping, Holy-Poly Isopods LLC may ship the order using Ground, 2-Day, or another service we determine appropriate.

For live-animal orders, the shipping method may be selected based on factors including:

Animal welfare
Destination
Weather and temperature conditions
Anticipated transit time
Carrier availability and performance
Known shipping conditions
Cost

If a customer requires a particular carrier, shipping service, or expedited delivery method, additional shipping charges may apply. Any such requirement should be arranged with Holy-Poly Isopods LLC before shipment.

All applicable Live Arrival Guarantee requirements remain in effect regardless of the shipping method selected by Holy-Poly Isopods LLC for a Free Shipping order.

SHIPPING PROBLEMS & CARRIER DELAYS

If tracking shows an unexpected delay, delivery exception, address problem, missed delivery, lack of movement, or another issue that could affect a live-animal shipment, please contact Holy-Poly Isopods LLC as soon as reasonably possible.

Customers may also contact the applicable shipping carrier; however, contacting the carrier does not replace notifying Holy-Poly Isopods LLC when a problem may affect the animals.

Prompt notification gives us an opportunity to assist, contact the carrier, or explore available options while the shipment is still in transit.

Carrier delays do not automatically void Live Arrival Guarantee coverage when the customer has otherwise complied with all applicable LAG and shipment-specific requirements.

LIVE ARRIVAL GUARANTEE (LAG)

We pride ourselves on getting our animals to you safely.

Live animals are shipped using appropriate professional packaging. Depending on the animals, destination, temperatures, season, and expected transit conditions, packaging may include insulation, heat packs, cold packs, CryoPaks, or other appropriate temperature-control and protective materials.

Safe arrival also requires cooperation from the recipient.

Live-animal packages should be received promptly and should not be left unnecessarily outdoors, in direct sunlight, in extreme temperatures, or in other conditions that could endanger the animals.

Holy-Poly Isopods LLC provides a Live Arrival Guarantee (LAG) when the applicable requirements below are followed.

Direct Delivery to Customer's Address

Unless Holy-Poly Isopods LLC communicates a different delivery requirement for a particular shipment, live animals shipped directly to a residential or business address are eligible for LAG when:

The shipment is received promptly;
Any dead-on-arrival (DOA) animals are reported to Holy-Poly Isopods LLC within 1 hour of the carrier's tracked delivery time; and
Required photographic or video evidence is provided.

Claims submitted more than one hour after tracked delivery are generally not eligible for LAG because Holy-Poly Isopods LLC cannot reasonably verify the conditions to which the animals may have been exposed following delivery.

Customers who cannot personally receive a live-animal shipment should make appropriate arrangements for another responsible person to receive and bring the package indoors promptly.

HOLD FOR PICKUP

Customers may voluntarily arrange Hold for Pickup when that service is available through the applicable shipping carrier.

However, depending on temperatures, weather, destination, carrier conditions, expected transit conditions, or other animal-safety concerns, Holy-Poly Isopods LLC may require a shipment to be held at an approved carrier location for customer pickup as a condition of Live Arrival Guarantee coverage.

When Holy-Poly Requires Hold for Pickup

When Hold for Pickup is required, Holy-Poly Isopods LLC will notify the customer using the contact information provided with the order.

A Hold for Pickup requirement communicated for a particular shipment replaces the standard direct-delivery LAG option for that shipment.

The customer is responsible for arranging the Hold for Pickup directly with the applicable shipping carrier after tracking information is provided.

Holy-Poly Isopods LLC cannot guarantee that we can arrange Hold for Pickup on the customer's behalf.

When Holy-Poly Isopods LLC requires Hold for Pickup:

The customer must successfully arrange the Hold for Pickup with the applicable carrier;
The package must be picked up on the same calendar day the carrier first makes it available for pickup;
The customer should retrieve the package as promptly as reasonably possible once it becomes available; and
Any DOA claim must be submitted on the same day the package becomes available for pickup and include the required evidence.

If a required Hold for Pickup is not arranged, or the package is not picked up on the same calendar day it first becomes available, the shipment is not eligible for Live Arrival Guarantee coverage.

Hold for Pickup Availability & Fees

The applicable shipping carrier determines whether Hold for Pickup is available, which locations are eligible, operating hours, and whether a Hold for Pickup request will be accepted.

Holy-Poly Isopods LLC cannot guarantee carrier approval of a Hold for Pickup request, delivery redirect, delivery change, pickup location, or other carrier service.

Some carrier facilities, Access Points, authorized locations, or other third-party pickup locations may charge a holding, storage, or service fee.

Any such fee is separate from shipping charges paid to Holy-Poly Isopods LLC and is the customer's responsibility.

WEATHER & SHIPMENT-SPECIFIC REQUIREMENTS

Because temperatures and shipping conditions vary substantially by location and over time, Holy-Poly Isopods LLC may provide additional instructions for an individual shipment.

These instructions may include:

Delaying the shipment
Requiring Hold for Pickup
Selecting a particular shipping carrier or service
Changing the anticipated shipping date
Taking other reasonable precautions intended to improve the likelihood of safe arrival

Shipment-specific instructions communicated by Holy-Poly Isopods LLC are considered part of the Live Arrival Guarantee requirements for that shipment.

Customers are responsible for monitoring the email address and other contact information provided with their order for important shipping communications.

We recommend checking spam or junk folders if an expected shipping communication has not been received.

FILING A LIVE ARRIVAL GUARANTEE CLAIM

To submit a Live Arrival Guarantee claim, contact Holy-Poly Isopods LLC within the applicable claim period.

Please provide:

Your order number;
A clear photograph or video showing the affected animal(s);
A photograph showing the shipping label with the tracking number visible; and
Any additional photographs or information reasonably requested to evaluate the claim.

Photographs and videos should clearly show the condition of the affected animals.

Please do not discard the shipping box, insulation, temperature-control materials, shipping label, or other packaging until your claim has been resolved.

ADDITIONAL CARRIER CLAIM DOCUMENTATION

The applicable shipping carrier may require additional documentation when Holy-Poly Isopods LLC submits a claim relating to loss, damage, delay, or another shipping problem.

If requested, customers must reasonably cooperate by providing photographs showing:

How the items were packaged inside the shipment;
The packaging and temperature-control materials used;
The shipping label with the tracking number clearly visible;
The box manufacturer's certificate, when present;
The top and multiple sides of the shipping container; and
The bottom and remaining sides of the shipping container.

Customers should retain all original packaging until the claim has been resolved.

Failure to retain packaging or provide reasonably requested documentation may affect our ability to pursue a carrier claim.

LAG EXCLUSIONS

Live Arrival Guarantee coverage may be denied when the loss or claim involves:

Failure to report DOA animals within the applicable claim period;
Failure to provide required photographic or video evidence;
Failure to comply with a shipment-specific Hold for Pickup requirement;
Failure to pick up a Hold for Pickup shipment on the same calendar day it first becomes available;
An incorrect, incomplete, outdated, or undeliverable address provided by the customer;
Customer-requested delivery changes, redirects, rescheduling, or other modifications that materially interfere with timely delivery;
Refusal of the package by the recipient;
Failure to reasonably monitor tracking or respond to a known delivery exception;
Failure to notify Holy-Poly Isopods LLC within a reasonable time after becoming aware of a significant carrier delay or delivery problem;
Failure to follow shipment-specific instructions communicated by Holy-Poly Isopods LLC;
Intentional or fraudulent misrepresentation of a claim; or
Other customer actions or omissions that materially prevent timely and safe delivery.

A carrier delay, operational failure, or service disruption by itself does not automatically void LAG coverage when the customer has otherwise complied with all applicable LAG requirements and shipment-specific instructions.

APPROVED LAG CLAIMS

When a Live Arrival Guarantee claim is approved, Holy-Poly Isopods LLC may resolve the claim through an appropriate:

Replacement;
Refund; or
Store credit

for the affected live animal(s).

Shipping charges are separate from the value of the live animals and are not automatically refundable under the Live Arrival Guarantee.

When replacement animals are provided, additional shipping charges may apply.

The resolution offered may depend on animal availability, seasonal shipping conditions, replacement value, and the circumstances surrounding the claim.

SOUTHERN CALIFORNIA LOCAL PICKUP

Local pickup is available in Southern California at our local meetup areas in Torrance and Murrieta.

How to Request Local Pickup

Choose the Local Pickup option at checkout. It appears only for addresses near a meetup area. The available pickup days, times, and order cutoffs are shown at checkout.

Local pickup times and availability are not guaranteed until confirmed by Holy-Poly Isopods LLC. We will contact you to arrange your meetup.

Please monitor the email address provided with your order, including your spam or junk folder, for pickup arrangements.

If an order cannot be picked up locally, we may ship it (additional shipping charges may apply) or cancel and refund the order.

Shipping charges refunded because Holy-Poly Isopods LLC approved an order for local pickup do not otherwise make all shipping charges refundable, as some products ship from different facilities.

GOODWILL EXCEPTIONS

Holy-Poly Isopods LLC may, at our discretion, provide a replacement, refund, credit, shipping accommodation, or other resolution even when a shipment does not qualify for Live Arrival Guarantee coverage.

Any accommodation provided outside the requirements of this policy is a voluntary customer-service or goodwill gesture. It does not modify this policy, waive its requirements for future transactions, or establish an obligation to provide the same accommodation to another customer or shipment.

FRAUDULENT CLAIMS

We reserve the right to investigate Live Arrival Guarantee claims and request reasonable supporting documentation.

Claims involving intentionally falsified photographs, videos, documentation, statements, or other fraudulent activity may be denied.

Holy-Poly Isopods LLC may refuse future orders or service when fraudulent activity is reasonably established.

QUESTIONS OR SHIPPING PROBLEMS

If you experience an unexpected issue with a live-animal shipment, please contact us as soon as possible.

Holy-Poly Isopods LLC
info@holypolyisopods.com