What to Do If Your Live Animals Don't Arrive or Have Arrived Damaged | ブリちょく
Buying Guide| ✍️ BreederDirect Editorial
What to Do If Your Live Animals Don't Arrive or Have Arrived Damaged
A guide to verification steps and solutions when purchased live animals don't arrive. Contact information and compensation details for shipping delays and accidents.
Key Takeaways
A guide to verification steps and solutions when purchased live animals don't arrive. Contact information and compensation details for shipping delays and accidents.
What to Do If Your Live Animals Don't Arrive or Have Arrived Damaged
You've purchased live animals, but the package doesn't arrive by the promised date and time—such situations are incredibly stressful. Since live animals are living creatures, it's only natural to worry about "where is it now?" and "is it okay?" far more than with regular packages.
However, rushing to take action can sometimes delay resolution. This guide walks you through the steps to take when your live animals don't arrive. Let's stay calm and check through each step one by one.
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Three Things to Check First
1. Check Your Shipping Status
The first thing you should do is find out where your package is. Using the tracking number listed in your transaction messages or in your order history on My Page, check the latest status on the shipping carrier's official website.
Common statuses and what they mean:
"Returned to depot" or "Not-at-home return": The delivery couldn't be completed because you were absent, and the package is back at the depot. A redelivery request is necessary
"In storage": The package is being held at a depot. Arrange for redelivery or pickup within the deadline
"In transit": The package is moving through the shipping route. Normally it will be updated within a few hours to the next day
"Delivery completed" but you haven't received it: This could be a misdelivery or a left-in-place delivery. Check your front entrance and nearby areas, then contact the shipping carrier
With live animals, extended "returned to depot" or "in storage" periods can raise concerns about their health. Once you've confirmed the status, immediately arrange redelivery to receive your animals as quickly as possible.
2. Contact the Breeder
If you can't find the tracking number or the status hasn't changed to "shipped," contact the breeder directly through transaction messages.
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BreederDirect Editorial
The BreederDirect editorial team specializes in care information for animals, covering veterinary care and breeding to deliver beginner-friendly guides.
Helpful information to include when contacting the breeder:
Order date and transaction ID
Expected shipping date (if previously notified)
Current tracking status (a screenshot is even better ◎)
Live animal shipments can be delayed from the planned date due to the animal's health or weather conditions. During extreme heat or cold periods, many breeders prioritize the animal's wellbeing and may postpone shipment. In such cases, notification usually comes in advance, but sometimes messages cross. While waiting for a reply, proceed with the next steps in parallel.
3. Contact the Shipping Carrier's Customer Support
If the tracking status hasn't updated for 2–3 days or longer, or if entering the tracking number shows no information, contact the shipping carrier's customer service.
Information needed for your inquiry:
Tracking number (shipping label number)
Sender address and delivery address (postal code or full address)
Shipping date
Saying clearly "My package is missing" or "I'd like to request an investigation on my package" will make the investigation process and handoff to the appropriate department smoother.
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Common Shipping Delay Situations and How to Prevent Them
Live animal shipments face more potential delays than regular packages. Understanding these factors in advance can ease your anxiety.
Main Causes of Delays
Poor weather (typhoons, heavy snow, extreme heat): During natural disasters, shipping carriers may temporarily suspend pickups or deliveries. Summer heat waves and winter heavy snow particularly impact live animal transport
Traffic and road conditions: Heavy downpours or accidents causing congestion can push delivery to the next day or later
Logistics hub congestion: During year-end, holidays, and sale periods, packages concentrate at facilities and may take longer than usual
Absence or return to depot: If no one is home during delivery, the package will require redelivery the next day or later. For live animals, we recommend using time-specific delivery options
Impact of Delays on Live Animals
Even when delays occur, most breeders use careful packaging suited to the season and animal type. Summer typically uses dry ice and cooling packs for insulation; winter uses heat packs and thermal materials for warmth. This is standard practice.
However, extended delays (guideline: 2+ days) can cause significant stress to live animals. While monitoring tracking, coordinate with the breeder to determine the best course of action.
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Compensation Process If Animals Don't Arrive or Arrive with Problems
br-choku uses escrow payment so that buyers can trade with confidence. This system holds your payment to the breeder until you confirm receipt.
In other words, if your animals don't arrive or if there's a problem with their condition, it's important not to confirm receipt.
Specific Compensation Claim Steps
Step 1: Report the situation to the breeder via transaction message
First, inform the breeder of the situation and maintain communication. A conscientious breeder should cooperate to resolve the issue.
Step 2: Request an investigation from the shipping carrier
Formally file a "missing package investigation" claim. The investigation may take several days, but it's important as a record.
Step 3: Contact br-choku Support
If negotiations with the breeder aren't progressing, or if the carrier's investigation doesn't resolve the issue, contact br-choku's support team. After reviewing the transaction history, we'll proceed with a refund or mediation.
Step 4: Refund Process
If the investigation determines the claim is valid, we'll process a refund of the paid amount.
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Tips to Prevent Live Animal Trouble Before It Happens
Here are things to keep in mind before and during your transaction to prevent delivery issues.
Adjust delivery date and time in advance: Confirm your preferred delivery date with the breeder before shipment, and set a time when you're guaranteed to be home. Using time-specific delivery is essential
Check weather forecasts: If a typhoon or heavy snow is predicted, consider discussing shipping timing with the breeder
Enable notifications: Using the carrier's app or notification services lets you monitor status changes in real-time
Check the animal quickly after arrival: Inspect the live animal immediately upon arrival. If there's any problem, take photos and video as records. The longer you wait, the harder it is to prove causation
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br-choku's Safe and Secure Systems
br-choku aims to be a platform where both breeders and buyers can trade with confidence.
Buyer protection through escrow payment: Payment isn't sent to the breeder immediately; it's held until the buyer confirms receipt. This minimizes the risk of unfair loss to the buyer if trouble like non-arrival or condition problems occurs.
Record-keeping through transaction messages: All communication happens through platform messages, so you can clearly confirm the transaction history if trouble arises. Even if you're directed to external communication channels (LINE, phone, etc.), we strongly recommend conducting important communications through br-choku's messaging system.
Mediation by support team: If an issue arises that the breeder and buyer can't resolve together, our support team reviews the situation from a neutral perspective and takes appropriate action.
So that your encounter with your live animal doesn't end in trouble, if you have any concerns, please don't keep them to yourself—reach out to support early. br-choku will continue to pursue safe and trustworthy trading experiences.
