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We ship live plants and animals Canada-wide by tracked, expedited courier — the only method we use for anything living. We also watch the forecast: if temperatures along the route drop below -5°C / 23°F or climb above 26°C / 79°F, we place a weather hold and let you know, so your order only travels when it's safe. TODO — add the real order-to-doorstep transit window and weekly ship-out cutoff day once confirmed (not documented in Our Promise).

Every order is backed by The Upwegrow Guarantee. If a plant arrives dead, or with damage it can't recover from, contact us within 48 hours of delivery with your order number and a clear photo, and we'll replace it or refund you. Live reptiles and amphibians must be reported the same day with an unboxing video. A little droop or a dropped leaf is normal shipping stress and usually bounces back within a few days. Full terms are on our Our Promise page.

Absolutely — it's our favourite kind of question. Most of our tropicals are happiest in bright, indirect light and watered only when the top inch of soil is dry, rather than on a fixed schedule; let pots drain fully, since soggy roots are the most common problem we see. Every order ships with a care summary, and there's detailed guidance on each product page. Still stuck? Send a photo using the form and we'll take a look.

Live cultures — springtails, isopods, and cleanup crews — are living things, so open and check them soon after they arrive and keep them out of direct heat or cold until you're ready to add them to a build. TODO — confirm real bioactive handling guidance (acclimation, storage temperature, how long cultures keep before use) with James before publish; not documented in Our Promise.