SHIPPING &
LIVE ARRIVAL GUARANTEE.

Eligible hub-pickup deployments are protected when every mission requirement is followed.

Live Arrival Guarantee

The Live Arrival Guarantee applies to frogs shipped by Frog Command using FedEx Priority Overnight and held at the approved FedEx Ship Center selected for the order.

To remain eligible, the buyer must pick up within one hour of the package being marked available at the facility, inspect the shipment promptly, and report any concern to Frog Command immediately with clear photos or video of the frog, cup, packing materials, and shipping label.

The guarantee does not cover home delivery, an unauthorized reroute, a missed pickup window, incorrect buyer information, refusal of the package, or conditions caused after the package leaves the approved pickup facility.

All live frog shipments are routed to an approved staffed FedEx Ship Center for pickup.

Hold-at-Hub Requirement

Frog Command does not send live-frog orders to a residence. Hub pickup reduces time in a delivery vehicle and helps protect frogs from temperature swings, missed stops, and porch exposure.

The buyer must provide valid identification and confirm the approved pickup location before a label is created. Do not request a redirect or address change after shipment without first contacting Frog Command.

Plan to be at the facility when the package becomes available and complete pickup within one hour.

Pickup Deadline

Tracking estimates are not a substitute for monitoring the shipment. The buyer is responsible for watching FedEx tracking and being ready to collect the package when the facility opens or the shipment is scanned as available.

If work, travel, weather, or another obligation may prevent prompt pickup, contact Frog Command before the shipping date so the mission can be postponed.

A safe route takes priority over the original shipping date.

Weather Holds

Frog Command reviews the Duluth origin, the Memphis sorting window from 11 PM–4 AM, and the destination pickup area around 9 AM. A shipment is normally held when a checked route temperature is below 35°F or reaches or exceeds 88°F.

Storms, severe weather, known carrier delays, rapidly changing forecasts, or unsafe conditions may also cause a hold even when temperatures fall inside the numerical range. The live weather tool is planning guidance; final clearance comes from Frog Command.

Weather holds do not cancel an order. Frogs remain safely in Frog Command care until a mutually approved shipping window becomes available.

Every pack is configured for the route rather than packed from a one-size-fits-all checklist.

Packing Materials

Frogs travel in secure individual cups inside an insulated shipping box. Gel packs and Phase 22 temperature-control packs are included, with ice or heat packs selected according to the forecast and route conditions.

Ventilation, cushioning, cup placement, and pack separation are arranged to protect the frogs throughout the overnight route. Never open or alter the package while it is still in carrier transit.

If tracking stalls, keep the route stable and open a channel with Frog Command.

Delay Procedures

Monitor tracking, do not request a reroute, and contact Frog Command with the tracking status. Frog Command will help monitor the package and coordinate the next appropriate step with the carrier when necessary.

Continue to be available for pickup. When a delayed package reaches the approved hub, collect it as soon as the facility releases it and contact Frog Command before making changes to the packing or frog cups if there is a concern.

Verified eligible claims are resolved fairly after the shipment evidence is reviewed.

Refund or Replacement

For an approved Live Arrival Guarantee claim, Frog Command will work with the buyer on an appropriate resolution for the affected frog or frogs. Depending on the circumstances and current availability, that may be a replacement, store credit, or refund of the affected animal purchase price.

Because replacement stock and safe shipping windows vary, the timing and shipping details for a replacement are confirmed case by case. Carrier charges, optional services, and costs outside the affected animal purchase are reviewed separately and are not automatically included.

Submitting a claim does not guarantee a particular remedy. The pickup scan, timing of notice, photos or video, tracking history, and compliance with the mission requirements are used to determine eligibility.