We guarantee that our butterflies will arrive alive. If the customer follows all the responsibilities (stated below), we will either replace or refund the butterflies. The customer may be required to return any deceased butterflies for a refund or replacement.
It is the responsibility of the customer to contact Wish Upon A Butterfly within one hour of the scheduled delivery if the butterflies have not arrived or if there are any issues. Failure to do so, voids any guarantees.
If the butterflies do not arrive, we must be contacted within one hour of the time tracking number states the butterflies were to arrive. An email with the tracking number is sent to the customer. It is the responsibility of the customer to monitor the tracking to make sure they are at the right location and on the truck for delivery. The earlier we are contacted, if there are issues with shipping, the better chances we have of getting the butterflies to you on time for your event.