Arrive Alive & DOA Policy

At FastPhyto, we take pride in shipping healthy, high-quality live products. While we carefully package every order for transit, live animals and cultures are sensitive to shipping conditions, temperatures, and carrier handling. Please review the following policy before placing an order.

Shipping Method Selection

Customers are responsible for selecting the shipping service that best fits their location, weather conditions, and delivery requirements.

For destinations experiencing temperatures above 90°F, we strongly recommend selecting Next Day AM service to minimize transit time and reduce heat-related risks.

Customers who select slower shipping methods for destinations experiencing elevated temperatures assume all transit-related risks associated with those shipping selections.

By selecting a shipping method at checkout, the customer accepts all risks associated with that shipping service.

Ground Shipping Processing Times

Orders placed using Ground Shipping are added to our fulfillment queue and processed in the order they are received.

Ground Shipping orders are not prioritized and are fulfilled on a first-come, first-served basis.

Most Ground Shipping orders ship within 1–5 business days. However, processing times may vary based on order volume, weather conditions, holidays, livestock availability, and weekends.

During periods of high demand, some orders may require up to 5 business days (approximately 7 calendar days) before shipment.

The shipping speed selected at checkout refers to the carrier's estimated transit time after the package has been shipped and does not guarantee a specific processing or fulfillment time.

Customers requiring expedited fulfillment should select Express, 2nd Day Air, or Next Day AM shipping options when available.

Ground Shipping is our economy shipping option and is intended for customers who prioritize lower shipping costs over expedited processing and transit speed.

Ground Shipping does not include Arrive Alive Coverage.

Arrive Alive Coverage

Arrive Alive Coverage is available only on orders shipped using:

• Express Shipping

• 2nd Day Air

• Next Day Air

• Next Day AM

Orders shipped via Ground Shipping are not eligible for Arrive Alive Coverage.

Ground Shipping is offered as an economical shipping option but carries additional transit risks that are outside of our control.

DOA Claim Requirements

Any DOA (Dead on Arrival) claim must be submitted within 2 hours of the carrier's marked delivery time.

Claims submitted after the 2-hour reporting window will not be eligible for replacement, refund, or store credit.

To qualify for a DOA claim:

• The product must remain unopened, unused, and in its original sealed packaging.

• The customer must inspect the shipment immediately upon delivery before opening or using any products.

• Any product that has been opened, used, altered, transferred to another container, acclimated, dosed, or otherwise handled beyond basic inspection is not eligible for a DOA claim.

Customers must provide:

• Clear photos and/or video of the affected product while still sealed in its original packaging.

• Photos showing the shipping label.

• Photos showing the packaging and contents.

• Order number.

Additional information may be requested before a claim is approved.

Failure to provide the required documentation or opening/using the product prior to claim approval may result in denial of the claim.

Shipment Redirects & Delivery Changes

Any request made by the customer to redirect, reroute, forward, hold, intercept, reschedule, modify, or otherwise alter a shipment after it has been tendered to the carrier will immediately void all Arrive Alive Coverage.

This includes, but is not limited to:

• Carrier hold requests

• Address changes

• Package forwarding

• Delivery rescheduling

• Intercept requests

• Pickup requests at carrier facilities

• Any other customer-initiated delivery modifications

Once a shipment is altered from its originally scheduled delivery route or delivery timeline, FastPhyto can no longer guarantee transit times, handling conditions, or live arrival and assumes no responsibility for losses resulting from such changes.

Exclusions From Coverage

Arrive Alive Coverage does not apply to:

• Orders shipped via Ground Shipping

• Packages delivered to an incorrect address provided by the customer

• Carrier delays outside of our control

• Missed delivery attempts

• Packages left outside after delivery

• Claims submitted after the 2-hour reporting window

• Weather-related losses resulting from a customer's shipping selection

• Orders shipped to destinations exceeding 90°F when expedited shipping options were available but not selected

• Unauthorized returns

• Refused deliveries

• Any shipment that has been redirected, rerouted, forwarded, intercepted, held, rescheduled, or otherwise modified by the customer after shipment

• Opened products

• Used products

• Products removed from their original sealed packaging prior to documentation

• Claims where the product was acclimated, dosed, transferred, or otherwise handled before the required photos and/or videos were submitted

• Claims where the customer is unable to provide documentation of the product while still sealed in its original packaging

Packages Left Outside

Customers are expected to retrieve live shipments promptly upon delivery.

Packages left outdoors after delivery are not covered under Arrive Alive Coverage.

Customers who repeatedly allow shipments to remain outside after delivery, or who are believed to be leaving packages unattended for extended periods, may be required to use Signature Confirmation on future orders at FastPhyto's discretion.

Resolution of Approved Claims

Approved claims may be resolved through one of the following methods, at FastPhyto's sole discretion:

• Replacement product

• Store credit

• Refund

Shipping charges are non-refundable unless otherwise required by law.

Policy Acceptance

By placing an order with FastPhyto, the customer acknowledges and agrees to this policy, including responsibility for selecting an appropriate shipping method based on their location, weather conditions, and delivery needs.

Customers understand that Ground Shipping does not include Arrive Alive Coverage and that failure to follow the requirements outlined above may result in denial of a claim.

Customers acknowledge that opening, using, acclimating, transferring, or otherwise handling live products prior to documenting and reporting a DOA claim constitutes acceptance of the shipment's condition upon arrival and voids eligibility for Arrive Alive Coverage.