The kingdom's dispatch hall
Shipping & Support
Plan the journey, prepare for arrival, and find help when you need it. Your route to shipping information, packing add-ons, and keeper support starts here.
Choose your next step
A clear route for every order
Before you order
Check destination eligibility, the service required for your animals, and weather conditions. The shipping policy explains dispatch days, delivery responsibilities, and coverage requirements.
Shipping policy →Packing & add-ons
Browse insulation, heat packs, ice packs, and other listed shipping add-ons. Ask support which option fits your shipment rather than choosing temperature-control items by guesswork.
Browse shipping add-ons →Arrival concerns
Report a live-arrival problem within one hour of carrier-recorded delivery or pickup. Include your order number, clear photos of affected animals and all packaging, and a description. Keep the contents and packaging while the issue is reviewed.
Report an arrival issue →Returns & resolutions
The refund policy explains how eligible issues are reviewed and resolved. Read the full policy alongside the live-arrival conditions before making a claim.
Refund policy →Prepare the receiving gate
Your arrival checklist
A little preparation helps you welcome your animals and know what to do if something needs attention.
Before delivery
Prepare the habitat
- Read the care guide for the animals in your order and prepare their enclosure.
- Watch the tracking link sent after fulfillment for carrier updates.
- Plan to receive the delivery or collect a Hold for Pickup shipment.
On arrival
Receive & inspect
- Bring a home-delivery package indoors within one hour of carrier-recorded delivery.
- Collect a Hold for Pickup package the same day it becomes available.
- Inspect the animals and follow their care guide for the next steps.
Need help?
Contact the keepers
- Report a live-arrival problem within one hour of carrier-recorded delivery or pickup.
- Include your order number, clear photos of affected animals and all packaging, and a description.
- Keep the contents and packaging while the issue is reviewed.
Coverage and claim conditions are explained in the shipping policy and refund policy. Please review the full policies for your shipment.
Questions from the dispatch desk
Does a free-shipping title cover every service?
Free-shipping offers apply to eligible items and services. Upgraded services and carrier surcharges can still apply. Review the shipping choices and final total at checkout, and read the shipping policy for details.
Explore free-shipping deals →How do I ask about a delay or my order?
Check your tracking information first, then use the contact page with your order number and a short explanation of what you need help with. Do not post private order information publicly.
Where can I find animal care information?
Care Archives brings together isopod care sheets and guides for springtails, habitats, feeding, and arrival care.
Open Care Archives →