Terms & Conditions
Live Animal
At V&V Tropicals, we are passionate about our animals. We will never ship in / to the following:
Hazardous weather conditions, such as excessively heavy precipitation in any form (intense hail, sleet, snow, or rain).
Extreme temperatures, below 32 degrees Fahrenheit and above 90 degrees Fahrenheit.
To a person we deem unfit to keep an animal. This is at the owners discretion and can be for any reason.
SHIPPING INFORMATION AND DOA POLICIES
USA SHIPMENTS ONLY. WE DO NOT SHIP TO ANY OTHER COUNTRIES.
WE ONLY USE FEDEX PRIORITY OVERNIGHT FOR THE SHIPPING OF LIVE VERTEBRATES. FEDEX HUBS ARE THE PREFERRED SHIPPING DESTINATION. IF YOU NEED SHIPPING DIRECTLY TO YOUR RESIDENCE, WE CANNOT GUARANTEE LIVE ARRIVAL.
FOR THE SHIPPING OF INVERTEBRATES, FEDEX 2 DAY OR UPS 2 DAY DELIVERY IS STANDARD. PRIORITY OVERNIGHT IS AVAILABLE UPON REQUEST.
YOUR PACKAGE MAY REMAIN AT OUR FACILITY DEPENDING ON WEATHER. WE WILL ATTEMPT TO SHIP ON THE MOST OPTIMAL DAYS TO PROTECT YOUR ORDER. WE PRINT LABELS ON SATURDAY AND SUNDAY (this will send you a "shipped" notification"), BUT YOUR ORDER MAY NOT SHIP UNTIL MONDAY, TUESDAY, OR WEDNESDAY DEPENDING ON TRANSIT.
WE WILL NOT SHIP YOUR LIVE VERTEBRATES UNTIL WE HAVE A CONVERSATION. CONTACT WILL BE INITIATED VIA EMAIL OR PHONE NUMBER DEPENDING ON WHAT INFORMATION YOU GAVE OUR SYSTEM. THIS CAN TAKE UP TO 2-3 BUSINESS DAYS, WE MAY NOT HAVE TIME TO CONTACT YOU IMMEDIATELY. IF YOU DO NOT HEAR FROM US WITHIN 5 DAYS, THIS MAY BE AN INDICATOR THAT WE CANNOT REACH YOU. AT THIS POINT YOU NEED TO REACH OUT TO US AT CAITLIN@VINOANDVERDE.COM OR 13175181784. FEEL FREE TO CONTACT US BEFORE 5 DAYS IF YOU HAVE ANY QUESTIONS OR CONCERNS.
SUMMER, WINTER, AND HOLIDAY SHIPPING
We use insulation, cool packs, and heat packs on your orders to protect your products and animals if necessary. Please understand that our shipping rates reflect this. Also, be aware that live invertebrates and live vertebrates are NOT guaranteed by us when transit profiles are below 32 degrees or above 90 degrees. This applies to FedEx Priority Overnight and UPS 2 Day deliveries. WE DO NOT ACCEPT REFUNDS ON LIVE ANIMALS FOR ANY REASON OUTSIDE OF DOA POLICY, AND DO NOT ACCEPT RETURNS FOR ANY REASON, BY ORDERING YOU AGREE TO THESE TERMS.
Delays are very common around the holidays. ANY ORDER, REGARDLESS OF SERVICE USED, AFTER 2 DAYS IN TRANSIT IS NO LONGER GUARANTEED. WE ARE NOT LIABLE FOR DOA, REFUNDS, OR REPLACEMENTS AFTER 2 DAYS OF TRANSIT TIME. Please contact us if your package is delayed and we will work with you. Most often we will be able to compensate / assist you in some way. Customer service is our #1 priority, and we will do everything in our power to make your experience with us a good one.
HOW DO WE PACK OUR ANIMALS?
Animals will be packaged in a secure, insulated box. Usually, a larger box will be used during the winter, and even double boxing may be required. We use heat packs, ice packs, and cryopaks when temperatures dictate. Under adverse temperatures, by standard, we use a minimum of one (1) cryopak per package, strategically placed to optimize internal temperature conditions. If we use a cryopak, we will also include an ice pack (summer) or heat pack (winter). Frogs will usually be packaged in 2 oz - 8 oz deli cups. Larger animals are usually packaged in 16 oz - 32 oz deli cups. For snakes, we typically use drawstring bags to restrict excessive movement. However, we may use other packaging or increase sizes if we are combining different types of animals. The deli cups will be misted with water and will contain a thin layer of moist but not wet paper towels surrounded with plant clippings or leaf litter, and will have small ventilation holes for gas exchange. These deli cups will be securely packaged and buffered away from direct contact with heat or cool packs by using bubble wrap, packing paper, or a combination of both. Our package promise is that nothing will move in transit. We pack tightly and effectively, going the extra steps to prevent damage to your products.
If your package is damaged or altered for any reason, please notify us immediately. After 1 hour of receipt, we cannot help you in any way. We do not accept returns on live animals for any reason, by ordering you agree to these terms.
V&V Tropicals offers Live Arrival Guarantee (LAG) on all animal orders with transit temperatures at or below 90 degrees F for a high temperature, and at or above 32 degrees F for a low temperature via UPS 2 day or FEDEX PRIORITY OVERNIGHT (1 day).
IMPORTANT: DOA DUE TO DELAYS ARE NOT SUBJECT TO REFUNDS. WE WILL WORK WITH YOU, BUT CARRIER DELAYS ARE OUT OF OUR CONTROL.
IF YOUR ANIMAL ARRIVES DEAD ON ARRIVAL (DOA), YOU MUST DO THE FOLLOWING:
You must communicate with us within 1 hour of reception.
You must report if you picked the package up at a FedEx Hub or if it was delivered to your door. If the package was delivered, you must notify us where the package was delivered (porch, mailbox, office, etc.), weather conditions (shade, full sun, etc), and approximately how long it was there. Please be honest with us, as we have the ability to look up time stamps, and if you are found to be dishonest, we will not refund under any circumstances.
You must show CLEAR pictures of box, box contents, and dead specimens. Clear videos are preferred, but pictures of dead specimens are fully acceptable. You must remove all specimens on to a paper towel or high contrast background to receive a refund and show original packaging.
Thank you for respecting our DOA policies on animals. If you have any questions or concerns, please contact us at caitlin@vinoandverde.com or text 3175181784.
HOW DO WE PACK OUR FEEDERS/INVERTEBRATES?
FRUIT FLIES, ISOPODS, CRICKETS and SPRINGTAILS will be packaged in a secure, standard, single panel box under weather parameters that meet this requirement (42 F - 84 F). If temperatures are outside of these parameters, heat / cold / phase packs may be added as necessary in a secure, insulated box or single panel box. Temperature control packs will be strategically placed to optimize internal temperature conditions. Fruit flies will be packaged in 32 oz deli cups. Isopods and springtails will usually be packaged in 4 to 8 oz deli cups. All fruit flies will be shipped in their media, isopods in their native media or pure sphagnum moss, and springtails will be shipped via clay. These deli cups will be securely packaged and buffered away from direct contact with cold / heat / phase packs by using bubble wrap, packing paper, or a combination of both. Our package promise is that nothing will move in transit. We pack tightly and effectively, going the extra steps to prevent damage to your products.
If your package is damaged or altered for any reason, please notify us immediately.
IF YOUR INVERTEBRATES COME IN DEAD ON ARRIVAL (DOA), YOU MUST DO THE FOLLOWING:
You must communicate with us within 1 hour of receiving the package.
You must report if you picked the package up at a FedEx Hub or if it was delivered to your door. If the package was delivered, you must notify us where the package was delivered (porch, mailbox, office, etc.), weather conditions (shade, full sun, etc), and approximately how long it was there. Please be honest with us, as we have the ability to look up time stamps, and if you are found to be dishonest, we will not refund under any circumstances.
You must show CLEAR pictures of box, box contents, and dead specimens. Clear videos are preferred, but pictures of dead specimens are fully acceptable. You must remove all specimens on to a paper towel or high contrast background to receive a refund and show original packaging.
Thank you for respecting our DOA policies on animals. If you have any questions or concerns, please contact us at caitlin@vinoandverde.com or text 3175181784.
Live Plant
SHIPPING INFORMATION AND DOA POLICIES
At V&V Tropicals, we take great pride in our plants. We will never ship in the following:
Hazardous weather conditions such as excessively heavy precipitation in any form (intense hail, sleet, snow, or rain).
Extreme temperatures, below 32 degrees Fahrenheit and above 90 degrees Fahrenheit.
SHIPPING INFORMATION AND DOA POLICIES
USA SHIPMENTS ONLY. WE DO NOT SHIP TO ANY OTHER COUNTRIES.
WE USE MULTIPLE COURIERS FOR SHIPPING LIVE PLANTS. 2 DAY EXPRESS SHIPPING OR PRIORITY OVERNIGHT IS OUR PREFERRED SHIPPING METHOD FOR LIVE PLANTS. YOU WILL HAVE MULTIPLE OPTIONS AT CHECKOUT, IF YOU DO NOT CHOOSE 2 DAY OR PRIORITY OVERNIGHT WE CANNOT GUARANTEE LIVE ARRIVAL AND WILL NOT ISSUE A REFUND. CUSTOMER SERVICE IS OUR TOP PRIORITY. IF THERE ARE ANY ISSUES WE WILL WORK WITH THE CUSTOMER ON A CASE BY CASE BASIS.
SOME OF OUR PLANTS ARE UNIQUE, AND THERE IS NOT A REPLACEMENT THAT IS IDENTICAL. IN THE CASE OF A SHIPPING MISHAP, WE WILL WORK WITH YOU TO FIND AN ADEQUATE REPLACEMENT.
WE WILL NOT ISSUE REFUNDS OR REPLACEMENTS FOR ANY DAMAGE CAUSED BY SHIPPING. THIS INCLUDES CRISPING OF LEAVES, BENT OR TORN LEAVES, OR BROKEN OFF LEAVES. WE DO AN AMAZING JOB AT PACKING OUR PLANTS, BUT CANNOT CONTROL WHAT HAPPENS TO THEM DURING THE SHIPPING PROCESS.
MOST OF OUR PLANTS ARE SHIPPED BARE ROOT IN SPHAGNUM MOSS. OTHERS ARE SHIPPED IN OUR SOIL MIX THAT CONTAINS BENEFICIAL ORGANISMS. WE USE THESE ORGANISMS TO PREVENT PESTS, AND AS SUCH WILL NOT ISSUE REFUNDS WITHOUT SUFFICIENT PROOF (I.E. PICTURES OR VIDEOS) OF AN ACTUAL PEST ON YOUR SHIPPED PLANT.
YOUR PACKAGE MAY REMAIN AT OUR FACILITY DEPENDING ON WEATHER. WE WILL ATTEMPT TO SHIP ON THE MOST OPTIMAL DAYS TO PROTECT YOUR ORDER. WE PRINT LABELS ON SATURDAY AND SUNDAY (this will send you a "shipped" notification"), BUT YOUR ORDER MAY NOT SHIP UNTIL MONDAY, TUESDAY, OR WEDNESDAY DEPENDING ON TRANSIT.
SUMMER, WINTER, AND HOLIDAY SHIPPING
We use insulation, cool packs, and heat packs on your orders to protect your products and plants if necessary. Please understand that our shipping rates reflect this. Also, be aware that live plants are NOT guaranteed by us when transit profiles are below 32 degrees or above 90 degrees. This applies to FedEx Priority Overnight and UPS 2 Day deliveries. WE DO NOT ACCEPT REFUNDS ON LIVE PLANTS FOR ANY REASON OUTSIDE OF DOA POLICY, AND DO NOT ACCEPT RETURNS FOR ANY REASON, BY ORDERING YOU AGREE TO THESE TERMS.
Delays are very common around the holidays. ANY ORDER, REGARDLESS OF SERVICE USED, AFTER 2 DAYS IN TRANSIT IS NO LONGER GUARANTEED. WE ARE NOT LIABLE FOR DOA, REFUNDS, OR REPLACEMENTS AFTER 2 DAYS OF TRANSIT TIME. Please contact us if your package is delayed and we will work with you. Most often we will be able to compensate / assist you in some way. Customer service is our #1 priority, and we will do everything in our power to make your experience with us a good one.
HOW DO WE PACK OUR PLANTS?
Plants will be packaged in a secure corrugated box. Plants will typically be packaged in their pot with tape securing the substrate with packing media. We will wrap the stem and leaves with poly-fil, then wrap the entire plant with pot in corrugated cardboard. Each plant will be secured to the box to prevent movement during transit. We will pack tightly and effectively, going the extra steps to prevent damage to your products. Usually, a larger box will be used during the winter, and even double boxing may be required. We use heat packs, ice packs, and cryopaks when temperatures dictate. Under adverse temperatures, by standard, we use a minimum of one (1) cryopak per package, strategically placed to optimize internal temperature conditions. If we use a cryopak, we will also include an ice pack (summer) or heat pack (winter).
If your package is damaged or altered for any reason, please notify us immediately. After 1 hour of receipt, we cannot help you in any way. We do not accept returns on live Plants for any reason, by ordering you agree to these terms.
V&V Tropicals offers Live Arrival Guarantee (LAG) on all plants with transit temperatures at or below 90 degrees F for a high temperature, and at or above 32 degrees F for a low temperature via UPS 2 day or FEDEX PRIORITY OVERNIGHT (1 day).
IMPORTANT: DOA DUE TO DELAYS ARE NOT SUBJECT TO REFUNDS. WE WILL WORK WITH YOU, BUT CARRIER DEALYS ARE OUT OF OUR CONTROL.
IF YOUR PLANT ARRIVES DEAD ON ARRIVAL (DOA), YOU MUST DO THE FOLLOWING:
You must communicate with us within 1 hour of reception.
You must report if you picked the package up at a FedEx Hub or if it was delivered to your door. If the package was delivered, you must notify us where the package was delivered (porch, mailbox, office, etc.), weather conditions (shade, full sun, etc), and approximately how long it was there. Please be honest with us, as we have the ability to look up time stamps, and if you are found to be dishonest, we will not refund under any circumstances.
You must show CLEAR pictures of box, box contents, and dead specimens. Clear videos are preferred, but pictures of dead specimens are fully acceptable. You must remove all specimens on to a paper towel or high contrast background to receive a refund and show original packaging.
Thank you for respecting our DOA policies on animals. If you have any questions or concerns, please contact us at caitlin@vinoandverde.com or text 3175181784.
DRY GOODS
SHIPPING INFORMATION
USA SHIPMENTS ONLY. WE DO NOT SHIP TO ANY OTHER COUNTRIES.
WE USE MULTIPLE COURIERS FOR SHIPPING DRY GOODS. OUR SHIPPING COSTS REFLECT THE SIZE AND WEIGHT OF YOUR PACKAGES, ALONG WITH THE COURIER AND SHIPPING METHOD THAT IS CHOSEN.
WE WILL NEVER SHIP LIVE VERTEBRATES WITH DRY GOODS. IF YOU ORDER A LIVE ANIMAL, DRY GOODS WILL BE SHIPPED SEPARATELY AND THERE WILL BE TWO SHIPPING FEES. ONE FEE FOR THE LIVE ANIMAL, AND ANOTHER FEE FOR DRY GOODS.
LABELS ARE PRINTED ON SATURDAY AND SUNDAY (this will send you a "shipped" notification"), BUT YOUR ORDER MAY NOT SHIP UNTIL MONDAY, TUESDAY, OR WEDNESDAY DEPENDING ON TRANSIT.
SUMMER, WINTER, AND HOLIDAY SHIPPING
Delays are very common around the holidays. Please contact us if your package is delayed and we will work with you. Most often we will be able to compensate / assist you in some way. Customer service is our #1 priority, and we will do everything in our power to make your experience with us a good one.
How do we pack dry goods?
Heavier products will be placed at the bottom of the box. Extra packing tape is usually added to secure the package if weight exceeds 5 lbs. The stability and the integrity of the package matters. Therefore, if items on the bottom are extremely heavy, we may split them and spread throughout the package in case the package is flipped or rotated. All fragile items will be buffered by bubble wrap, and will be well protected from heavier items in the package. Leaf litter bags will contain a small amount of air. This is industry standard. We are aware that this marginally decreases the amount of product you receive, however, this extra air will prevent any leaves from being damaged. We pack tightly and effectively, going the extra steps to prevent damage to your products.
If your package is damaged or altered for any reason, please notify us immediately.
COMMERCIAL AND RESIDENTIAL PLANT SERVICES
TERMS FOR CONTRACTED SERVICES
At V&V Tropicals we strive to provide the best customer service possible. The following terms and conditions are listed to give ourselves and our customers a clear understanding of responsibility.
For commercial and residential clients, no work or care information will be given without having discussed pricing and having an agreed upon verbal/signed contract .
Free consultations are available to assess the services that we believe could be a benefit for our perspective client. These consultations are not a commitment to complete work, and there may need to be a separate appointment needed to secure services.
We reserve the right to cancel any contracted service at any time.
Alterations to interior structures will not be done without expressed consent. We will not be held responsible for any fees charged by property owners due to the augmentation of interior structures.
Our promise is to be clean and respectful to every property that we enter. We will always leave having cleaned every surface that we had touched.