Shipping Policy

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Custom Creatures Pet Shop

2750 Bay Road

Saginaw, MI 48603

📞 (866) 797-4001

📧 support@thecustomcreatures.com

Custom Creatures Pet Shop ONLY ships the following live animals: 

• Reptiles
• Invertebrates
• Fish

We DO NOT ship mammals under any circumstances. All mammals are available for in-store purchase only. 

To ensure the health and safety of all live animals: 

• All shipments are sent FedEx Overnight or UPS Overnight only
• No ground, 2-day, or economy services are used for live animals
• Animals are shipped in insulated, temperature-controlled packaging
• Heat packs or cold packs are included when required
• We ship primarily Monday through Thursday to avoid weekend transit delays

We reserve the right to delay shipment if weather or carrier conditions are unsafe. 

Animal welfare is our top priority. 

We will not ship if: 

• Temperatures are unsafe at origin, destination, or major transit hubs
• Severe weather is forecasted 
• Carrier service disruptions are anticipated 

If conditions are unsafe, shipment will be postponed until a safe shipping window is available. 

We proudly offer a Live Arrival Guarantee under the following conditions: 

• An adult must be present to receive the shipment on the first delivery attempt 
• The package must not be rerouted, rescheduled, or held without prior approval 
• The package must be opened immediately upon delivery 
• Any DOA (Dead on Arrival) claim must be reported within 1 hour of the carrier's documented delivery time

The customer must: 

1. Contact us immediately at (866) 797-4001
2. Email support@thecustomcreatures.com 
3. Provide clear photos or continuous video showing:

•      The condition of the box at the time of opening (with shipping label visible)
• The packing materials as received 
• The animal inside its original packaging 
• Clear evidence the animal is unresponsive 

Video documentation of the full unboxing process is strongly recommended for fastest claim resolution. 

Failure to report within 1 hour voids the Live Arrival Guarantee. 

If a claim is approved, we will provide: 

• A replacement animal (if available), or 
• Store credit equal to the purchase price

Shipping charges are non-refundable.

By placing an order for shipment, the customer agrees to: 

• Verify legality of the species in their local and state jurisdiction
• Provide a correct and secure delivery address 
• Be available to receive the shipment on the scheduled delivery date
• Have proper enclosure and habitat prepared prior to arrival 

Custom Creatures Pet Shop is not responsible for: 

• Carrier delays beyond our control
• Incorrect addresses provided by the customer 
• Failed first delivery attempts 
• Animals left in extreme conditions after delivery

We reserve the right to cancel, delay, or refuse shipment if: 

• Weather conditions pose risk to the animal 
• Carrier reliability is compromised 
• The animal's health may be jeopardized 

Animal safety always comes first. 

If you have questions regarding shipping, please contact us:

📞 (866) 797-4001

📧 support@thecustomcreatures.com

Thank you for choosing Custom Creatures Pet Shop – Where animal care and responsible shipping come first.