Shipping policy

Shipping Policy

Last updated: 15 September 2026

1. Shipping area and carriers

We ship within Germany and to the delivery countries enabled in our online shop. These are currently Germany, Austria, the Netherlands, Luxembourg, Belgium, Poland, Czechia, France, Spain and Denmark.

  • GO! Express: Germany, Austria, the Netherlands and Luxembourg.
  • UPS Express: Belgium, Poland, Czechia, France, Spain and Denmark.

The current delivery options shown at checkout and on Shipping & Delivery apply. Live animals are shipped only to countries and regions where a suitable express service is available.

2. Dispatch days for live animals

GO! Express: dispatch Monday to Thursday; normally delivered Tuesday to Friday.

UPS Express: dispatch only Monday to Wednesday; delivered Tuesday to Thursday by the afternoon of the following day. There is no UPS dispatch on Friday, Saturday or Sunday. Monday is the first UPS dispatch day of the week.

Animal welfare is our highest priority. In cases of extreme temperatures, severe weather, public holidays, transport disruption or other circumstances that may endanger safe shipping, we reserve the right to postpone dispatch.

3. Preferred delivery date and order cut-off

For orders containing live animals, an available preferred delivery date can be selected in the cart.

For orders placed or dates selected before the cut-off shown in the cart, delivery on the next possible delivery day may be offered, provided the service is available and there is no public holiday or other obstacle. After the cut-off, the immediately following delivery day may no longer be available.

The customer must ensure that the parcel can be received on the selected delivery date.

4. Local and regional public holidays

Before selecting a date, the customer must check whether it is a local or regional public holiday at the delivery address. We cannot automatically identify these holidays for every city. If a public holiday is selected, delivery may take place on the next available working day.

Delays and resulting harm caused by a local or regional public holiday selected by the customer are excluded from our voluntary Live Arrival Guarantee. Statutory consumer rights remain unaffected.

5. Packaging

Live animals are professionally packed in insulated polystyrene boxes and suitable transport bags. Depending on the outside temperature and weather, we may also use heat packs or cool packs.

6. Shipping costs for Germany – GO! Express

  • Order value up to €79.99: €38.90
  • Order value from €80.00 to €249.99: €23.90
  • Orders from €250.00: free shipping

For orders below €80.00, the shipping price includes a €15.00 packaging surcharge.

7. Shipping costs for Austria, the Netherlands and Luxembourg – GO! Express

  • Order value up to €79.99: €38.90
  • Order value from €80.00 to €299.99: €23.90
  • Orders from €300.00: free shipping

For orders below €80.00, the shipping price includes a €15.00 packaging surcharge.

8. Shipping costs for Belgium, Poland, Czechia, France, Spain and Denmark – UPS Express

  • Order value up to €79.99: €75.00
  • Order value from €80.00 to €499.99: €60.00
  • Orders from €500.00: free shipping

For orders below €80.00, the shipping price includes a €15.00 packaging surcharge.

9. Local pickup

Where offered at checkout, free local pickup from CoralPrime is available. No shipping or packaging costs apply. You will receive a notification when the order is ready for collection.

10. Live Arrival Guarantee

For animals correctly sent by our live-animal express service, we offer a voluntary Live Arrival Guarantee. If an animal is dead on arrival or has suffered significant transport damage, the claim must be reported immediately and on the day of delivery.

To assess a claim, we require clear photos or videos of the affected animal and, where possible, the transport packaging immediately after opening. Damage reported later can generally no longer be clearly attributed to transport.

11. Refunds for valid claims

If a claim under our Live Arrival Guarantee is accepted, we refund the purchase price of the affected animal. A replacement shipment is provided only by express agreement. Under the voluntary guarantee, the original shipping cost is generally not refunded when the remainder of the shipment was delivered correctly.

The customer's statutory rights, including statutory warranty rights, remain unaffected.

12. Acceptance and transport delays

The customer must ensure that the parcel can be received at the stated delivery address on the agreed date. The voluntary Live Arrival Guarantee may be excluded, to the extent permitted by law, for damage or delay caused by an incorrect or incomplete address for which the customer is responsible, inability to receive the parcel or refusal of delivery.

Despite express shipping, delays may occur in exceptional cases, for example due to force majeure, extreme weather, technical disruption or events in the carrier network. Please contact us as soon as possible if a problem becomes apparent.