Live arrival

What is guaranteed

Every spider is guaranteed to arrive alive. If it does not, you get a replacement animal from the next available clutch — within one breeding season, and we will tell you when that is likely to be — or a full refund of what you paid. Your choice, not ours.

The guarantee covers the journey. It does not cover an animal that arrives alive and dies later: once a spider is in your care, its temperature, its water and its enclosure are yours, and we have no way to know what happened in a room we cannot see.

What we need from you, the day it arrives

Open the box, photograph the animal in its travel container before you take it out, and tell us the same day the parcel is delivered. Email help@spoodsweb.com with the photographs and your order number.

The same day rather than a fixed number of hours from the carrier’s scan. An overnight parcel is often marked delivered at half past eight in the morning, and an adopter at work does not see it until six — a two-hour clock from the scan would void an honest claim before anyone had opened the box. What the window is really for is that a spider arriving cold and still can recover over an afternoon, while one that is genuinely dead is unambiguous in a photograph taken on arrival.

Keep the packaging until the claim is settled. If a parcel was crushed or opened in transit, that is a carrier claim, and the box is the evidence.

When the guarantee does not apply

It does not apply if you asked us to ship into weather we advised against, or if delivery failed because the address was wrong or nobody was there to take the parcel in. Somebody needs to be there: that is the one thing we need from you before the parcel goes out, not a clause you discover afterwards.

It does not apply to a parcel held at a depot for pickup and collected the following day. A spider in an insulated box is good for roughly twenty-four hours from dispatch, and after that we are no longer shipping an animal, we are storing one.