Even though we have chosen the most reliable shipping company and make use of the best shipping materials and procedures, we simply cannot guarantee that your tortoise from Tam’s Tortoise Farm (TTF)  will arrive alive if the following conditions are not met. The following terms and conditions apply to our live arrival guarantee:

Someone must be present to accept and bring in the shipment on the first delivery attempt. If no one will be home, please ship to your workplace or your neighbour’s address instead. Please unpack and check your Tortoise from Tam’s Tortoise Farm (TTF)  as soon as within 2 hours after the parcel is marked as arrived/delivered by the shipping company.

If you missed the first delivery and the shipment is rescheduled or delayed for a day or more, the live arrival guarantee will be voided.

The shipment must be sent to the correct delivery address based on the shipping address entered at checkout. The live arrival guarantee will be voided if the shipment was delivered to a wrong address or if the delivery was failed because the shipping address entered was incorrect due to your own mistake. However, if the shipping address was entered correctly but the shipment was delivered to a wrong address due to the shipping company’s fault, we will cover for that.

In the event of a dead on arrival (DOA) order, you must contact us and report the incident to us within two (2) hours of receiving the shipment to be eligible for free replacement. Please provide us with at least two (2) clear photos before opening the parcel and a video of unboxing the parcel that showing the tortoise is dead. Without photo or video, the guarantee is voided. Unboxing video must show the parcel arrive in good condition and you opening the parcel and take out the tortoise in the video. Pls note, without the unboxing video, the guarantee is voided. Live arrival guarantee will automatically be voided after two (2) hours of receiving the shipment based on what has been recorded by the shipping company’s tracking information. Live arrival guarantee will be voided if we find out that you have given permission to the dispatcher to leave the parcel in your mailbox or let it sit on a porch under the hot sun as this will definitely cause the tortoise to be dead.

Buyer will pay for the return shipping fee to ship return the dead tortoise to us with it original receipt and we will provide an update once your replacement parcel has been shipped out including a new tracking number for you to track the shipment. The replacement parcel will be shipped to the same shipping address as provided in your order. Do inform us if you would to change the shipping address for the replacement. Note that only one replacement will be offered for each order.

Live arrival guarantee will only be valid if your tortoise from Tam’s Tortoise Farm (TTF)  were purchased directly from us, and not from third parties including but not limited to retailers, wholesalers, distributors, online stores and individuals who are not endorsed by Tam’s Tortoise Farm (TTF).

Keep in mind that our live arrival guarantee only guarantees that your tortoise from Tam’s Tortoise Farm (TTF)  will be alive upon arrival. It does not guarantee that the tortoise will be alive if you store them for long period of time. Many factors may cause the death of the tortoise such as temperature, humidity, stress, overall environment and others.