Shipping policy

Shipping & Dead on Arrival Terms

Live Animal Shipping

Live animals are shipped only on Mondays to help minimise transit time and reduce the risk of animals being held over a weekend.

Live animals are shipped using a kiosk-to-door courier service, with PostNet preferred.

For live animal orders, we require the following information:

  • Full name

  • Complete delivery address

  • Email address

  • Contact telephone number

Live animals are not shipped to lockers or collection lockers. A valid physical delivery address is required.

Customers may also arrange collection by prior agreement.

Accessory Shipping

Accessories can be shipped any day of the week and can be sent using a locker-to-locker courier service, which is generally a lower-cost option.

Accessory orders generally require approximately one business day for preparation before dispatch.

Dead on Arrival (DOA) Policy

We take great care when packing and shipping live animals. In the unlikely event that an animal arrives deceased, a continuous, unedited unboxing video is required for a DOA claim to be considered valid.

Requirements for a Valid DOA Claim

To submit a valid DOA claim, all of the following conditions must be met:

  1. A continuous unboxing video must be recorded from before the parcel is opened.

  2. The video must clearly show that the parcel is completely sealed and unopened before opening.

  3. The video must clearly show the condition of the animal(s) immediately after opening.

  4. The video must clearly show the quantity of animals received.

  5. The DOA claim must be reported immediately upon receiving the parcel.

  6. The parcel must be opened within one hour of signing for delivery.

The unboxing video must be continuous and unedited. Claims without a complete unboxing video will not be accepted. Videos that have been edited, paused, cut, or otherwise interrupted will not be accepted.

Circumstances Not Covered by the DOA Policy

The DOA policy does not cover losses resulting from:

  • Incorrect shipping or delivery information provided by the buyer.

  • Delivery delays caused by the courier, including delays resulting from strikes, fires, or other circumstances beyond our control.

  • Failure to accept or receive the parcel when delivered, including situations where the animals remain inside a delivery vehicle for an extended period.

  • Buyer negligence or improper care after the parcel has been delivered.

Accepted DOA Claims

If a DOA claim is accepted, Isopop will replace the animals confirmed to have arrived deceased.

Shipping costs for replacement animals will be shared equally between Isopop and the buyer (50/50).