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Insurance

ShipYourReptiles Insurance

 

The Basics


On-Time Insurance

Guarantee On-Time arrival for a live shipment sent Priority Overnight. 

Cost: $2.50 per label.

If your shipment is delivered late, even just one minute (according to FedEx time stamps) past the Guaranteed Time of Arrival, you may receive a full refund of the shipping costs for that label. 

Valid for Priority Overnight service ONLY. 

Late Delivery claims must be made within 7 days of delivery.
  Email: info@ShipYourReptiles.com or
  Phone: 303-730-2125 (voicemail is fine if no one can answer).

SYR On-Time Insurance is completely self-funded. FedEx waives all guarantees on live shipments, including arrival times. SYR does not receive any reimbursement from FedEx for late packages.

If you decline insurance coverage, there is no refund on late shipments for any reason.

 



Live Arrival Insurance

All On-Time Insurance benefits PLUS coverage for the death of live reptiles in transit due to FedEx delay in shipment.

Cost: $5.00 for $200 worth of coverage. $2.50 per $100 worth of coverage above $200.

Maximum coverage - $10,000* per package. (*Additional coverage may be purchased upon special arrangement with ShipYourReptiles management.)

Pays out insured amount PLUS full refund of the shipping cost for that label.

Valid for Priority Overnight service ONLY. 

Valid for live reptile species and most amphibians. (Axolotls are not covered under SYR Insurance.)

The shipment must have been delivered late for Live Arrival Insurance to apply. The seller assumes all responsibility for live deliveries made on time. 

Dead on Arrival (DOA) claims must be made within 4 hours of delivery. You must provide the required DOA proof (pics and/or video) within 8 hours of delivery.
  Email: info@ShipYourReptiles.com
  Phone: 303-730-2125 (voice mail is fine if no one can answer).

SYR Live Arrival Insurance is completely self-funded. SYR insurance is NOT "anything goes". You must meet the SYR packaging standards and temperature guidelines to qualify for any coverage. This includes at least 3/4" insulation. Failure to meet the SYR packaging standard nullifies any insurance coverage or liability. 

You must have at least the minimum $5.00 insurance (for $200 coverage) to qualify for SYR Live Arrival Insurance. If you decline insurance coverage, there is no refund or liability for any reason, including FedEx negligence, damage or loss. 

 

Most Common Errors of Non-Compliance that will INVALIDATE Live-Arrival Insurance:

  • Using hand-warmers, foot-warmers, or any heat pack with a less than 40-hour duration.
  • Using a heat pack outside of our temperature guidelines and parameters, most specifically when it is too hot.
  • Using more than one heat pack in any box smaller than our 30x16x10 size. The 30x16x10 box may include up to TWO heat packs.
  • Placing the heat pack at the bottom of the shipping box and/or in direct contact with the animal or the container the animal is in.
  • Attaching the heat pack facing the wrong way or covering the red stripe with tape.
  • Failure to provide specific ventilation (four quarter-inch holes, two at each end of the box).
  • Punching too many holes in a box.
  • Using half-inch insulation.
  • Using no insulation at all.
  • Using boxes made of thin cardboard. 
  • Using Amazon, US Postal, FedEx/UPS branded, torn-up, or wacky non-standard boxes.
  • Shipping outside our specific temperature parameters and high/low limitations. 
  • Non-compliance with SYR Shipping Standards

 



General Information

Insurance coverage for 2Day, Express Saver and Ground/Home Delivery services applies to merchandise and dry goods only and is subject to FedEx TOS and the FedEx claims process.

Late Delivery claims are typically processed within one business day. 

DOA claims are typically processed within seven business days. 

The above information is just a quick rundown. Be sure to read the full details of SYR Insurance, as well as our SYR Shipping Standards. All details and Terms of Service apply.

 


 

The Details


We offer this insurance option because FedEx waives all guarantees and responsibilities when it comes to delivering live shipments. This waiver is built into all certification agreements between FedEx and its live-shipping customers, including ShipYourReptiles.

ShipYourReptiles has chosen to fill this gap and offer the coverage that FedEx will not. However, because we receive no refunds or reimbursements from FedEx on delayed, lost, or damaged packages, our program must come with a small cost to keep it funded. 

We have paid out over $100,000 worth of claims in the last year. The bulk of that is for Late Delivery claims, but it also includes the rare and unfortunate DOA claims as well. 

The SYR insurance program is self-funded.

  • There is no coverage for Late Deliveries or DOA shipments from FedEx. 
  • The On-Time & Live Arrival Insurance is through ShipYourReptiles directly and is only available if you select this option. 
  • If you choose NO insurance there will be no refunds on live animal shipments under any circumstances. This means NO refunds on late arrival packages, and NO refunds on DOAs.


On-Time Insurance

On-Time Insurance covers the cost of your shipment if it is delivered late.


On-Time Insurance applies to Priority Overnight shipping only.

  • All live reptile shipments MUST go Priority Overnight.
  • Insurance coverage for 2Day, Express Saver and Ground/Home Delivery services applies to merchandise and dry goods only and is subject to FedEx TOS and the FedEx claims process.


The term “late” is defined by the Guaranteed Time of Arrival assigned to the shipping label and by the time stamp given by the tracking system at the time of delivery.

  • Packages sent to be held for pick-up at the FedEx Ship Center are considered delivered at the time they become available for pick-up and NOT by the time the customer chooses to pick them up.


Any insured package that is delivered late by one minute (or more) is qualified for a refund of the shipping costs for that label.

  • Qualified shipments will be refunded for the full cost of shipping
  • The insurance premium ($2.50) is NOT included in the refund for a Late Delivery.
  • Insurance payouts are not automatic. They must be claimed by the person purchasing the label.


Purchase On-Time Insurance when you Book a Shipment. 

  • On the Shipping Details page, in the Additional Services section, you’ll find three Insurance options: On-Time, Live Arrival, or None.
  • On-Time Insurance is selected by default. To opt out of insurance, change the selection to “None.”
  • The $2.50 cost of On-Time Insurance is added to the overall cost of your label.
  • If you choose to opt out of the insurance, there will be NO refunds for late delivery.


Late Delivery claims must be made within seven days of delivery.

  • Simply notify us with the Tracking Number or APS Order Number of the shipment in question.
  • Email to info@ShipYourReptiles.com
  • Or phone: 303-730-2125 (voice mail is fine if no one can answer).
  • Refunds are typically processed within one business day.


On-Time Insurance will not pay IF:

  • It wasn’t purchased during the time of the label-ordering process.
  • The package is delivered on time.
    • Delivery time is recorded by the driver when the package is left at its destination.
    • If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
    • Delivery to a FedEx Ship Center is considered complete when it is available for pick-up.
  • The package cannot be delivered on the first attempt (ie: a business establishment that hasn’t opened for business yet, or a locked gate cannot be bypassed).
  • The recipient cannot accept the package on the first delivery attempt (ie: does not answer the door when Delivery Confirmation is required).
  • The recipient does not pick up a package being held at their FedEx Ship Center in a timely fashion.
  • The package was shipped with an address error on the label.
  • The label and insurance were purchased in advance, but the package was dropped off for shipment during a designated No-Ship period.


The option for On-Time Insurance may be turned off at any time.

  • These instances are called “No-Ship periods”.
  • No-Ship periods will take place during times of severe weather, holiday madness, or other circumstances that dramatically increase the chances of delayed shipments.
  • Such times will always be announced and clearly visible on our website.
  • We strongly recommend NOT shipping during these times. If you choose to ship when insurance is turned off, you accept full responsibility for shipment, no matter how late it is delivered. No refunds for late delivery will be issued.
  • If you purchased insurance AND SHIPPED your package before the insurance was turned off, it will still be honored. 
  • If you purchased your label and insurance earlier and delayed shipping until such time that insurance has been turned off, you may invalidate your insurance.

 


 

Live Arrival Insurance

All On-Time Insurance benefits, PLUS coverage for the death of live reptiles in transit due to FedEx delay in shipment.


Live Arrival Insurance applies to Priority Overnight shipping only.

  • Live reptiles MUST be shipped Priority Overnight.
  • Insurance coverage for 2Day, Express Saver and Ground/Home Delivery services applies to merchandise and dry goods only and is subject to FedEx TOS and the FedEx claims process.


Live Arrival Insurance applies exclusively to live reptiles and most amphibians.

  • Does not cover axolotls. 
  • Does not cover invertebrates. (See ShipYourInverts Live Arrival Insurance for invert coverage.)
  • Does not cover animals that are disallowed by ShipYourReptiles Shipping Standards.


The term “late” is defined by the Guaranteed Time of Arrival assigned to the shipping label and by the time stamp given by the tracking system at the time of delivery. 

  • Packages sent to be held for pick-up at the FedEx Ship Center are considered delivered at the time they become available for pick-up and NOT by the time the customer chooses to pick them up.


Any insured package that is delivered late by one minute (or more) is qualified for a refund of the shipping costs for that label, even if the animals arrive fine.

  • Qualified shipments will be refunded for the full cost of shipping. 
  • The insurance premium is NOT included in the refund for a Late Delivery.
  • Insurance payouts are not automatic. They must be claimed by the person purchasing the label.


Late Delivery claims must be made within seven days of delivery.

  • Simply notify us with the Tracking Number or APS Order Number of the shipment in question.
  • Email to info@ShipYourReptiles.com
  • Or phone: 303-730-2125 (voice mail is fine if no one can answer).
  • Refunds are typically processed within one business day.


Dead on Arrival (DOA)

  • If the package is delivered late AND the animal(s) arrive deceased, Live Arrival Insurance will pay out the full insured amount PLUS the cost of shipping.
  • Packaging must meet ShipYourReptiles shipping standards, which include temperature parameters and shipping materials.


DOA Coverage Premiums

  • The minimum coverage for Live Arrival Insurance is $200, which costs $5.00.
  • Additional coverage may be purchased for $2.50 per $100 increment, up to a max of $10,000 per label.
  • Additional coverage above the maximum of $10,000 may be purchased upon special arrangement with ShipYourReptiles management.


DOA claims must be made within four hours of delivery.

  • Claim may be filed by the shipper or the recipient.
  • Initial claim must include the Tracking Number or APS Order Number of the shipment in question, claimant’s email address and phone number, and as much information as possible regarding the circumstances.
  • Email to info@ShipYourReptiles.com
  • Or phone: 303-730-2125 (voice mail is fine if no one can answer).
  • We recommend the shipper instruct the recipient to contact ShipYourReptiles directly, so the claim can be recorded as soon as possible. ShipYourReptiles will follow up with the shipper to handle the claim.
  • We will contact you ASAP with further instructions on pursuing your claim.
  • Be prepared to show pictures and/or video evidence within eight hours of delivery.


A VALID DOA claim must include all of the following:

  • You must have selected and paid for Live Arrival Insurance during the label-ordering process.
  • The shipment must meet all minimum shipping standards set by ShipYourReptiles, including materials used and temperature guidelines followed.
  • The package must be delivered late, according to FedEx's Guaranteed Time of Arrival. On-time live arrival is the shipper's responsibility based on their ability to pack a healthy animal according to ShipYourReptiles shipping standards.
  • Recipient must be available to accept package, either directly from driver or retrieve it as soon as possible from spot where the FedEx driver left it. 
    • If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery.
    • Package must be received/accepted on first delivery attempt to qualify. If your recipient is unavailable on first delivery attempt, all insurance coverage and liability is void. 
    • Packages held for pick-up at the FedEx Ship Center are counted as a completed delivery the moment they become “Available for Pick-Up”. Delivery time is not determined by the recipient’s schedule.
  • First contact for DOA claim must be made within four hours of delivery. First contact may be made by email, voicemail, or direct phone call.
  • Proof of proper packaging must be demonstrated via photos and/or video.
    • Digital photos and/or video must be clear and focused
    • Show all packaging materials
    • Legible label on the box
    • Condition of the outer box
    • Insulation inside the box
    • Heat/cold packs, if applicable
    • Animal in its bag or deli cup
  • Proof of death must be demonstrated via photos and/or video
    • Digital photos and/or video must be clear and focused
    • Clearly show the condition and markings of the animal(s)
    • Show the animal rolled onto its back
  • Deceased animal(s) must be kept frozen for 90 days, or until the claim has been released, whichever comes first.
    • If the animal(s) can’t be provided upon ShipYourReptiles request, the claim will not be paid.
  • All evidence—receipt/packing list and photos/video—must be provided within eight hours of delivery.
  • Claim payments will be made to the shipper, typically within seven business days.


Live Arrival Insurance will not pay IF:

  • It wasn’t purchased during the time of the label-ordering process.
  • The package is delivered on time.
    • Delivery time is recorded by the driver when the package is left at its destination.
    • If you have not paid for the Delivery Confirmation (adult signature required) option, the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
    • Delivery to a FedEx Ship Center is considered complete when it is available for pick-up.
  • The package cannot be delivered on the first attempt (ie: a business establishment that hasn’t opened for business yet, or a locked gate cannot be bypassed).
  • The recipient cannot accept the package on the first delivery attempt (ie: does not answer the door when Delivery Confirmation is required).
  • The recipient does not pick up a package being held at their FedEx Ship Center in a timely fashion.
  • The package was shipped with an address error on the label.
  • The label and insurance were purchased in advance, but the package was dropped off for shipment during a designated No-Ship period.
  • Shipment does not follow all ShipYourReptiles shipping standards.
  • Shipment is not sent via Priority Overnight service.
  • Claimant does not follow proper claim procedure (missing four-hour claim window, failure to provide required evidence within eight hours).


Purchase Live Arrival Insurance when you Book a Shipment. 

  • On the Shipping Details page, in the Additional Services section, you’ll find three Insurance options: On-Time, Live Arrival, or None.
  • On-Time Insurance is selected by default. 
  • Change the selection to Live Arrival Insurance and fill in the amount you wish to be insured for, in $100 increments (starting with a minimum of $200).
  • To opt out of insurance, change the selection to “None.”
  • The cost of Live Arrival Insurance is added to the overall cost of your label.
  • If you choose to opt out of the insurance, there will be NO refunds for late delivery and NO refunds for DOA, regardless of any fault on FedEx’s part.


The option for Live Arrival Insurance may be turned off at any time.

  • These instances are called “No-Ship Periods”.
  • No-Ship periods will take place during times of severe weather, holiday madness, or other circumstances that dramatically increase the chances of delayed shipments.
  • Such times will always be announced and clearly visible on our website.
  • We strongly recommend NOT shipping during these times. If you choose to ship when insurance is turned off, you accept full responsibility for shipment, no matter how late it is delivered or what happens to it in transit. No refunds for late delivery or DOA will be issued.
  • If you purchased insurance AND SHIPPED your package before the insurance was turned off, it will still be honored. 
  • If you purchased your label and insurance earlier and delayed shipping until such time that insurance has been turned off, you may invalidate your insurance.

 


 

General Information

Guaranteed Time of Arrival (GTA) is not necessarily 10:30am.

  • Zip codes are categorized by FedEx as urban, rural, or remote.
    • Urban GTA – 10:30am
    • Rural GTA – 12:00 noon
    • Remote GTA – 4:30pm
  • Guaranteed Time of Arrival can be found in several places.
    • The SYR Quick Quote feature
    • During the label-booking process
    • On the lower right side of your label
    • At the FedEx “Get Rates and Transit Times

If you choose to NOT use a shipping label for any reason, ShipYourReptiles will refund you 100% of your purchase price, including all shipping and insurance charges.

  • Contact us with the FedEx Tracking Number or APS Order Number of any unused label.
  • Email – info@ShipYourReptiles.com
  • Phone – 303-730-2125
  • Must contact us within thirty days of the label's purchase date to receive a refund.


OTHER Insurance

  • 2Day, Express Saver, Ground and Home Delivery insurance costs $1.00 for every $100 in insured value. No live shipments will be covered with these services.
  • 2Day, Express Saver, Ground and Home Delivery insurance covers only the demonstrated Market Value of your loss. Terms and Conditions of FedEx Services apply to ShipYourReptiles On-Time and Live Arrival Insurance for 2Day, Express Saver, Ground and Home Deliver shipments. For more detail, read Terms and Conditions of FedEx Services.
  • On-Time and Live Arrival Insurance for Aquatics
  • On-Time and Live Arrival Insurance for Invertebrates