Live Arrival Guarantee (LAG) Policy

We will take every precaution when packing your order to ensure your animals arrive alive. Our LAG will only apply if all of the following conditions are met:

  1. Temperatures at the delivery address are between 40 and 85 degrees Fahrenheit - OR - the order is shipped to a carrier hub or retailer authorized by the carrier to accept shipments (for example, the “FedEx At Walgreens” program).

  2. The buyer initiates contact about an issue within 2 hours of the delivery time reported by the carrier.

  3. The buyer provides pictures of any Dead On Arrival (DOA) animals when contact is initiated.

If these conditions are met, the animal or colonies in question will either be replaced or refunded, at IsoParty’s discretion.

LAG does NOT apply if any of the following are true:

  1. The buyer provides the incorrect delivery address. IsoParty LLC is not responsible for orders placed with the incorrect delivery address, and no refunds or LAG will be provided. It is the buyer’s responsibility to provide the correct information at checkout.

  2. Temperatures are below 40 degrees or above 85 degrees Fahrenheit at the shipping address provided at checkout AND the order destination is not a carrier hub or authorized retailer.

  3. Contact is not initiated by the buyer within two hours of the order being reported Delivered or Picked Up by the carrier.