Shipping policy

 

Overview:

 These terms are to protect the pets we send you, and violating these terms is considered direct disrespect and disregard for value of life, which is not tolerated here. You must agree to our terms at checkout. These terms must be followed in order for us to uphold our obligation to provide you with happy and healthy animals.

Here at EU, our Live Arrival Guarantee (LAG) is 100% alive guarantee. We prepare for the worst when shipping to give you guys peace of mind when ordering online. 

Our LAG covers carrier delays (2 days) , damages to the package, and lost packages.  

In the rare and unfortunate event that you open your package and there is a dead-on-arrival (DOA), or if you just notice something off, please take the following steps:

1. Please contact us within 30 minutes (home/office delivery), or 2 hours (FedEx center pickup) with clear pictures or video evidence 

2. In the event you notice something wrong about your new pet, contact us immediately, so we have a chance to assist you. Do not wait to contact us hoping any symptoms would subside. 

3. Make sure to give all animals water upon arrival. Shipping can dehydrate your animals and make them stressed. Keeping them hydrated is the first step to making sure they settle into their new home.

4. Follow our instructions for guidance if you bring an issue to us

 

FEDEX FACILITY PICKUP:

Issues must be reported within 2 hours of when the packages are ready for pickup at the facility (typically 9am local time) when we use heat packs (under 40F) OR 2 hours from the time you pick the order up if we ARE NOT using HEAT PACKS

This means the animals MUST be picked up, unpacked into enclosures, and issues reported in less than 2 hours after arrival. After this time frame, the LAG guarantee is VOIDED. 

We can send for pickup to FedEx Facilities for pickup for temps above 20°F and below 100°F

We want to make getting your order as accessible as possible, but want to make sure your animals are safe!

HOME DELIVERY

***Available ONLY in special cases and must be requested and approved by our team***

Issues must be reported within 30 minutes of when the packages are delivered (watch your tracking so you are ready for arrival).

This means the animals MUST be unpacked into enclosures, and issues reported within 30 minutes of being delivered. After this time frame the LAG policy is VOID. 

**Package must not contain fragile, or rare items, facility must be 30++ miles from your location, conditions must be above 40°F and below 80°F**

If any of the above steps are not followed by the customer, our LAG policy is VOID (no longer valid).

 

**OUR LAG covers your animal's health, NOT shipping expense. We do not refund shipping expenses in the event of delays.**

 

LOCAL PICK-UP

For local pickup at shows or our office, as soon as the animals are in your hands, our LAG has been completed. It is your responsibility to ensure that your pets are safe during your travels AND to ask questions if you have any at all. 

We inspect EVERY animal before we pass them into your possession at shows or from our office and we DO NOT cover mistakes made while the animals are in your possession or harm caused to your new pet after they leave our care.

 

Extra FEES

We do not apply random, unjustified charges to your orders, nor can we charge anything without your permission.

 

By placing an order with us, or submitting payment for products, you are agreeing to these terms.

EDIT: 6/30 clarification for when you should pick up your orders