LIVE ARRIVAL GUARANTEE (LAG)
1. Every shipment is backed by our 100% Live Arrival Guarantee. In the unfortunate event of specimen(s) arriving deceased or perishing in transit (inclusive of inbound and quarantine stages), we offer the option of order replacement or issuance of store credit(s) for your subsequent purchase. Please note, once products are sold, they are generally non-refundable.
2. It is important to understand that the Live Arrival Guarantee replacement does not cover associated shipping charges. Additionally, the final decision rests at our discretion.
Conditions for Live Arrival Guarantee Coverage:
a. The package must be promptly collected on its initial delivery attempt. We do not assume responsibility for any losses incurred if the package is returned to the post office/hub due to failure to collect. Recipients are advised to vigilantly monitor their delivery status, even in the absence of an "out for delivery" notification.
b. For live specimen(s), we require an unaltered, clear video of the unboxing process, recorded within 6 hours of package collection.
c. The necessary video should feature the timestamp, delivery note, and a demonstration of any signs of distress (e.g., gently prodding the specimen's abdomen for Tarantulas). This video can be relayed to us via the same communication channel where the tracking number was shared.
d. The package must be dispatched to the precise address provided during the order placement. Any subsequent redirection to an alternate address may result in extended shipping duration and void the Live Arrival Guarantee.
To further assist you, we have included an unboxing video example for your reference, with the strict condition that no edits or alterations are made:
https://youtu.be/Kz6fhHH5mHY
THE EXCEPTIONS & NOTES
- Products included in promotional offers, complimentary items, or any specimen specifically excluded from Live Arrival Guarantee (LAG) Coverage are not eligible for LAG protection.
- Peak seasons, including but not limited to celebrations during the new year and seasonal sales events, are exempted from Live Arrival Guarantee (LAG) Coverage.
- Should a customer's selection deviate from our safety recommendations or best practices, such as choosing an alternate posting date or courier agent, the shipment is not covered under Live Arrival Guarantee (LAG).
- Specimen(s) under pet boarding services or held by customs are not covered by Live Arrival Guarantee (LAG).
- In the event that a product is temporarily unavailable, shipment will be scheduled once a new batch is restocked, bred, or reaches the desired size. Customers may alternatively request a credit refund to their member account.
- If a product is permanently unavailable, customers have the option to request a credit refund to their member account.
- Live Arrival Guarantee (LAG) coverage extends up to 50% of the original order value for credit refund. This applies when the customer opts for a refund for other species after LAG is applied, or in cases where there is insufficient stock for a second shipment.
- Live Arrival Guarantee (LAG) is applicable exclusively within the West Malaysia Region.
- Scopo Hunter shall not be held liable for any losses incurred due to confiscation or delays resulting from the return or retention of parcels owing to unforeseen events.
- Scorpo Hunter reserves the right to modify these terms and conditions at its discretion, without prior notice.