Shipping and Guarantee
Please read through all emailed instructions before your package arrives to be prepared for your adventure ahead. Below you will find important information regarding our guarantee and the arrival of your package.
SHIPPING TIMES AND DATES
Please be aware that shipping methods are chosen for the health of the live items, and dictate the amount of time in transit, not the amount of time before the order is received. Orders are typically shipped with two (2) weeks. You will be contacted about your expected ship date after your order is placed.
You will receive a UPS tracking number via email the day we ship. Please plan on being at the delivery location when UPS arrives with your shipment. If your package is left outside, predators or cold/heat may kill the butterflies/plants. Shady Oak is not responsible for shipments unless they are opened at time of delivery. Your live butterflies/plants are fragile and need to be tended to as soon as they arrive.
GUARANTEE AND REFUNDS/REPLACEMENTS
Our guarantee covers arrive alive, as we have no control over environmental factors after customers receive their shipments. We are unable to verify when the package was opened, what they were exposed to, or how the butterflies were cared for after delivery. When dealing with live insects, conditions that are out of our control such as pesticides, sunlight, humidity, and food sources can affect the health of butterflies and plants after they arrive.
In order to qualify for our guarantee, we must be contacted at time of delivery. If it is after business hours, send an email to email@example.com and leave a message at 1-877-485-2458.
We require pictures of all damaged products for replacement or refund. Be certain the images are clear, and include all items of concern. For example, if you ordered 12 larvae and 9 have arrived dead, we must have a picture that includes all 9 deceased larvae. Note: If Shady Oak is not contacted about issues by phone and email at time of package delivery, the guarantee is void. If pictures are not received within 24 hours of package delivery, the guarantee is void.
DAMAGE DURING TRANSIT
If the shipping container was damaged in transit and resulted in damage to product(s), please do not destroy box or contents. UPS requires an inspection of the original packaging for refunds. We will require a photograph to determine what happened during shipment.
If you have any questions or concerns, please feel free to contact us at firstname.lastname@example.org.