Shipping &
DOA Policy.
Our priority is the safe arrival of your new tribe members. Here is how we ensure they reach you in perfect health.
How We Ship
Every shipment is packed and scheduled to reduce transit stress and protect live arrival quality.
Professional Packaging
All live animals are shipped in insulated boxes with proper ventilation. We use heat or cold packs to maintain stable internal temperatures during transit.
Free Shipping Offer
We offer free shipping across West Malaysia for all orders totaling RM300 or more. Standard shipping rates apply for orders below RM300.
Shipping Schedule
We ship on Mondays and Thursdays only to reduce weekend holding risk and keep delivery windows faster and safer.
Weather Holds
We monitor weather conditions daily. If temperatures in your area or along the transit route are extreme (below 15°C or above 35°C), we will place your order on a "Weather Hold."
We will contact you via WhatsApp or email to coordinate a new shipping date when conditions are safe for the animals.
Live Arrival Guarantee (DOA)
We take immense pride in our breeding and shipping standards. We guarantee that your animals will arrive alive and healthy when the following conditions are met:
This policy is subject to rights and remedies under applicable Malaysian law. For this policy, DOA (Dead on Arrival) means an animal confirmed deceased at first unboxing, immediately upon delivery.
Requirements for Claim
- Someone must be present to receive the package on the first delivery attempt.
- Any issues must be reported within 2 hours of the recorded delivery time.
- An unedited unboxing video is required, starting from opening the sealed parcel until all animals are shown clearly.
- Courier label / AWB and timestamp must be visible in the claim evidence.
- Clear photo and video evidence of affected animals must be provided. Incomplete evidence may result in claim rejection.
In the rare event of a DOA, we will provide a 50% replacement value on your next order only (subject to species availability). A DOA claim is applicable once per order only. This replacement value is non-transferable and must be used within 30 days from claim approval. Shipping costs are non-refundable.
DOA claims are not applicable for incorrect or incomplete address details, failed first delivery attempt, recipient unavailability, customer-requested delivery delay, courier delays outside our control, weather or force majeure events, or improper handling after delivery.
Our total liability is limited to the affected animal value under this policy. We are not liable for indirect, incidental, or consequential losses. By placing an order, you acknowledge and accept this Shipping & DOA Policy.
Questions about your order?
We're here to help. Reach out to our support team for any concerns regarding shipping or animal health.
Contact Support