Dead on Arrival (DOA) Policy

Last updated: January 5, 2026

To be eligible for a claim, you must provide a continuous, unedited video of the package being opened.

The 1-Hour Window: Your video must be emailed to our studio within 1 hour of the delivery time indicated by the Australia Post tracking system.
Note on Tracking Delays: We acknowledge that app notifications can sometimes lag. The "1-hour clock" begins from the official timestamp of delivery recorded in the Australia Post system.
Legibility: The video must clearly show the shipping label and the condition of each snail in its unopened, original transit bag.

The Response Test: You must move or gently tap the bag on camera. If the operculum (trapdoor) is shut or retracts, the snail is alive.
Exclusions: We do not offer refunds or replacements for "hibernating" or retracted snails, as these are natural behaviors following transit.
Biosecurity: Once the transit bag is opened, the "Arrive Alive" guarantee ends. We do not accept returns of live animals under any circumstances.

In the event of a verified DOA, you may choose one of the following two options:

REFUND: A full refund of the purchase price for the deceased specimen(s).
REPLACEMENT: We will provide a replacement specimen of the same line/color (subject to availability). Note: While the replacement snail is free, the buyer is responsible for the new Express Shipping fee ($30).

Original Shipping: Original shipping fees and premium thermal packaging costs are non-refundable.
Authority to Leave (ATL): If you use the MyPost app to grant "Authority to Leave" or "Safe Drop," this guarantee is immediately voided.
Post Office Collection: Livestock must be collected from the Post Office on the same day it is marked "Ready for Collection." Overnight stays void the guarantee.

Dead On Arrival (DOA) Policy