Live Arrival Guarantee (LAG) & Dead on Arrival (DOA) Policy
Last Updated: May 2026
Our Commitment
At The Spoodoire, the welfare of our animals is our highest priority. Every live animal is packed with care using appropriate packaging materials and shipped using Royal Mail Special Delivery Guaranteed by 1pm® (unless otherwise stated) to maximise the likelihood of a safe and healthy arrival.
We are proud to offer a Live Arrival Guarantee (LAG) on eligible live animal shipments, subject to the terms outlined below.
Live Arrival Guarantee
Our Live Arrival Guarantee means that your animal is guaranteed to arrive alive and in reasonable condition upon delivery, provided all conditions of this policy are met.
The guarantee applies only to live animals purchased directly from The Spoodoire and shipped using our approved delivery methods.
Eligibility Requirements
To qualify for the Live Arrival Guarantee, all of the following conditions must be met.
1. Delivery Must Be Accepted on the First Attempt
The parcel must be received and accepted on the first delivery attempt.
The guarantee becomes void if:
Delivery is missed.
The parcel is refused.
The parcel is redirected after dispatch.
Collection from a depot or delivery office is delayed.
The customer is unavailable to receive the parcel.
2. Safe Place Deliveries
The Spoodoire strongly recommends that live animal orders are delivered to an address where someone will be available to receive and sign for the parcel in person.
Customers should not rely on:
Royal Mail Safe Place instructions.
Delivery to unsecured locations.
Delivery to neighbours.
Leaving parcels unattended.
Once a parcel has been marked as delivered in accordance with the customer's delivery preferences or instructions, responsibility for the parcel transfers to the customer.
The Live Arrival Guarantee may be void where a shipment is:
Left unattended after delivery.
Delivered to a Safe Place.
Delivered to a neighbour at the customer's request.
Exposed to unsuitable environmental conditions after delivery.
Not promptly retrieved following delivery.
For the welfare of the animals, customers are encouraged to arrange delivery to a home, workplace, or other address where the parcel can be received directly on the first delivery attempt.
Any loss, injury, or death occurring after successful delivery in accordance with the customer's instructions is not covered by this policy.
3. Correct Delivery Information
Customers must provide a complete and accurate delivery address at checkout.
The guarantee does not cover losses, delays, or issues resulting from:
Incorrect addresses.
Incomplete addresses.
Incorrect postcodes.
Customer input errors.
4. Prompt Inspection
Animals must be inspected as soon as reasonably possible after delivery.
Any concerns must be reported within 2 hours of the confirmed delivery time shown by Royal Mail tracking.
Reports submitted after this period may not be eligible for compensation.
5. Suitable Weather Conditions
The Spoodoire reserves the right to delay shipment if weather conditions are deemed unsafe.
If a customer requests shipment against our recommendation, the Live Arrival Guarantee may be withdrawn at our discretion.
Dead on Arrival (DOA) Claims
In the unfortunate event that an animal arrives deceased, customers must contact us within 2 hours of delivery.
Claims submitted after this timeframe may be refused.
Evidence Required
To make a DOA claim, customers must provide:
Order number.
Clear photograph of the unopened package.
Clear photograph of the shipping label.
Clear photograph of the specimen.
Clear photograph of the specimen within its container.
Additional photographs or information may be requested where necessary.
Failure to provide sufficient evidence may result in the claim being declined.
Premoult and Natural Behaviour
Many tarantulas and invertebrates display behaviours that can easily be mistaken for illness or death.
Examples include:
Premoult inactivity.
Refusal to feed.
Remaining motionless for extended periods.
Sealing themselves within webbing or burrows.
Reduced responsiveness.
Temporary stress behaviour following transit.
Customers should contact us before assuming an animal is deceased.
What Is Covered
Subject to compliance with this policy, the Live Arrival Guarantee covers:
Animals arriving deceased.
Animals arriving in an obviously non-viable condition caused during transit.
All claims are assessed individually.
What Is Not Covered
The Live Arrival Guarantee does not cover:
Reports submitted outside the required timeframe.
Missed deliveries.
Delayed collection from delivery offices.
Safe Place deliveries.
Parcels left unattended after delivery.
Neighbour deliveries requested by the customer.
Incorrect delivery information supplied by the customer.
Courier delays outside our control where delivery is ultimately completed.
Husbandry issues occurring after delivery.
Escapes after delivery.
Injuries sustained after delivery.
Premoult behaviour.
Refusal to feed.
Temporary stress-related behaviour following transit.
Colour changes associated with moulting.
Sexing errors unless explicitly guaranteed.
Losses resulting from unsuitable housing or care.
Compensation
Where a valid claim is approved, The Spoodoire may, at its sole discretion, provide one of the following:
A replacement animal (subject to availability).
Store credit.
A refund of the purchase price of the affected specimen.
Shipping charges are non-refundable except where required by law.
Compensation is limited to the value of the affected specimen only.
Multiple Animal Orders
Where an order contains multiple animals and only one specimen is affected, compensation will apply only to the affected specimen.
The remainder of the order will be considered fulfilled.
Carrier Delays
We use Royal Mail Special Delivery Guaranteed by 1pm® to minimise transit times.
While this service is highly reliable, delays can occasionally occur due to circumstances beyond our control.
The Spoodoire cannot accept liability for delays caused by:
Severe weather.
Transport disruption.
Industrial action.
Service suspensions.
Events outside our reasonable control.
Where possible, we will assist customers with tracking and investigating delayed shipments.
Limitation of Liability
Our liability is limited to the purchase price of the affected specimen.
We shall not be liable for:
Indirect losses.
Consequential losses.
Veterinary expenses.
Emotional distress.
Additional costs arising from shipment delays.
Nothing in this policy excludes or limits any rights available under applicable UK consumer protection laws.
Contacting Us
For Live Arrival Guarantee or DOA claims, please contact us as soon as possible and include:
Full name.
Order number.
Description of the issue.
Supporting photographs.
The Spoodoire
Website: https://spoodoire.uk
Email: [email protected]
Contact Form: Available through our website left side or Chat button bottom right.
Acceptance of This Policy
By placing an order for live animals through The Spoodoire, you acknowledge that you have read, understood, and agree to the terms of this Live Arrival Guarantee & DOA Policy.
