Shipping policy

Moss & Mandible Live Shipping Policy

By placing an order, you agree to our shipping guidelines. We prioritize the health and safety of our animals above all else.

• Shipping Days: Live orders ship Monday through Wednesday to prevent packages from being stuck over the weekend. We do not ship during federal holiday weeks (or the day before a holiday) to avoid carrier delays and ensure the safety and well-being of our animals.

• Weather Holds: We monitor temperatures nationwide. If it is too hot or too cold to ship safely, we will hold your order and email you to coordinate a safe shipping window. We include heat or cold packs at our discretion based on seasonal conditions.

• US Only: We ship live animals within the United States only.

• Carrier Responsibility: Once a package is handed to FedEx, Moss & Mandible is not responsible for carrier delays.

Live Arrival Guarantee (LAG)

We offer a Live Arrival Guarantee (LAG) only if the following strict timeline is met:

• Check-In Requirements (Required):

  • For Home Delivery: You must email us at Hello@mossandmandible.com within 30 minutes of the carrier's delivery timestamp to confirm the package has been brought inside.

  • For FedEx Hub Pickup: You must pick up the package on the same day it arrives, and email us within 60 minutes of the actual pickup timestamp logged by FedEx to confirm it has been collected.

  • Failure to complete this check-in step within the designated window voids your LAG.

• 2-Hour Reporting Window: If there is a health or safety issue with your order, you must report it within 2 hours of the delivery/pickup timestamp.

• Proof Required: You must provide clear photos or video of the animals in their unopened shipping container. Images must clearly show the animal and the packaging.

If all three steps are met and a loss is verified, we will offer a replacement or store credit (at our discretion). Shipping costs are non-refundable. Failure to follow these steps voids the LAG.