Perishable Live Arrival Guarantee

Since 2009: The Industry Standard Guarantee! ♥

Select Store Policy View:

Live Arrival Guarantee

Simple Store Policy

Full Store Policy

Order Processing Delay Notice

A temporary exception to typical order processing times is in effect. Please check the Updates Page for more info.
We are currently unable to honor requests for rushed processing, order add-ons, or special order modifications.

Weather Related Exception & Delay Notice

A weather event may impact order processing times. Please check the Updates Page for more information.

EXTREME COLD POLICY IN EFFECT

⚠ ORDERING PERISHABLES? PLEASE SELECT EXPRESS SHIPPING DURING CHECKOUT ⚠

The shipping method you select in checkout determines live arrival guarantee eligibility.
Select Express or Split Shipping for best results & to qualify for our live arrival guarantee.
By not choosing a guaranteed ship method, you choose to ship at your own risk.
If temps are <20F, we reserve the right to delay & proactively schedule your order.

Express-shipped orders carry our Live Arrival Guarantee. ♥ Customers who choose standard shipping outside of the 1-day zone (CT, MA, NYC, RI, PA, VT, NH) do so at their own risk, and will not qualify for reshipments, replacements, refunds, or credits caused by delays or temperature-related damage.

EXTREME HEAT POLICY IN EFFECT

⚠ ORDERING PERISHABLES? PLEASE SELECT EXPRESS SHIPPING DURING CHECKOUT ⚠

The shipping method you select in checkout determines live arrival guarantee eligibility.
Select Express or Split Shipping for best results & to qualify for our live arrival guarantee.
By not choosing a guaranteed ship method, you choose to ship at your own risk.
If temps are >95F, we reserve the right to delay & proactively schedule your order.

Live Arrival Guarantee:

New to NEHERP? Please read this before ordering! ♥

All perishables to all locations can qualify for our live arrival guarantee, but require the correct shipping method to be selected during checkout to qualify.

Terms To Qualify:

1) A guaranteed shipping method must be chosen. (Based on temp range listed in cart)
2) The box must have been accepted at the location on the first attempt.
3) Photos of damaged or questionable items must be sent within 12 hours of arrival

How To Submit A Claim:

1) Send photos of any damage to support@neherpetoculture.com
2) Include your name, order number, and a list of damaged or questionable item(s)
3) We'll get back to you within 1 business day during service hours

⚠ Please email: Don't call, text, or send social media messages for LAG claims! ⚠

What's Covered:

We make the claims process super easy. If a product arrives damaged while meeting the terms covered by our live arrival guarantee, store credit or free replacements (customer's choice) will be offered for any guarantee-covered perishables. Orders with items totaling $30 or more qualify for free replacement shipping. Orders under $30 may have free replacements included with a future order, or after covering a shipping fee.

Your browser is blocking active scripts!

This part of our website requires jQuery script to display properly.
Please turn off script blockers and/or allow scripts in your browser settings to continue.

* Our website is best viewed in modern Chrome, Firefox, or Safari browsers. (Not IE / Edge!)
If you suspect an adblocker is blocking scripts, please whitelist us. Our site has no ads to block.