Live Arrival Guarantee
At Sugar Glider Home, the health and safety of our sugar gliders are our highest priority. We are committed to ensuring that every sugar glider arrives at its new home alive, healthy, and stress-free.
Our Guarantee
We guarantee that your sugar glider will arrive alive and in good health, provided the following conditions are met:
- Someone must be available to receive the shipment on the agreed delivery date.
- We will contact you before shipping to confirm the shipment date. Your order will not be shipped until we receive your confirmation.
- Shipping delays caused by the carrier are rare but can occur. We carefully prepare every shipment to help ensure the safety and comfort of your sugar glider during transit.
- For locations requiring extended transit times, we will take additional precautions before shipping.
If Your Sugar Glider Arrives with an Issue
In the unlikely event that your sugar glider arrives deceased or in critical condition, please:
- Contact us immediately.
- Notify us within 3 hours of delivery.
- Provide clear photographs as proof of the condition upon arrival.
Once your claim has been reviewed and approved, we will:
- Replace your sugar glider with one of equal value, when available.
- If a replacement is unavailable, we may offer a substitute of equal value or issue a store credit for the purchase price.
Please note that shipping charges are non-refundable, and the customer is responsible for the shipping cost of any replacement animal.
After Delivery
Once your sugar glider has been safely delivered and accepted, responsibility for its care transfers to you. Because we cannot control the environment or husbandry after delivery, our Live Arrival Guarantee applies only to the safe arrival of your pet and does not cover illness, injury, or death after delivery.
We are always happy to provide guidance on proper sugar glider care and strongly encourage every customer to research their pet’s housing, nutrition, enrichment, and veterinary needs before purchasing.
Shipping Limitations
For the safety of our animals, we reserve the right to delay or postpone shipments due to:
- Unsafe weather conditions
- Carrier delays or service interruptions
- Extended transit times that could place the animal at risk
Orders shipped to locations requiring three or more days in transit or outside the carrier’s standard service area are not covered by our Live Arrival Guarantee. If you choose to proceed with shipping under these conditions, you acknowledge and accept the associated risks.
Signature Requirement
An adult signature is required upon delivery.
If you request that your package be delivered without a signature requirement, the Live Arrival Guarantee will be void, and Sugar Glider Home cannot be held responsible for any issues that occur after delivery.
Thank you for choosing Sugar Glider Home. We appreciate your trust and are dedicated to providing healthy, well-socialized sugar gliders along with exceptional customer service.