The following is a step-by-step guide to packaging a Live Animal for shipment. Exceptions for specific species needs are noted.

1. Gather your shipping supplies.

• Redline Shipping Kits contain everything you need:
  • Insulated box of the appropriate size
  • Zip tie
  • Deli cup and/or cloth reptile bag, matched to type and size of animal
  • Heat pack
  • Cold pack
  • Self adhering label envelope
  • Lacey/IATA label
• You provide the packing material (usually crumpled newspaper or craft paper).
• FedEx requires you to use certified packaging from Redline Shipping, which meet or exceed Redline Shipping Standards.
• If using a heat pack, start it warming one hour before boxing. More info
• If using a cold pack, freeze it the night before. More info

2. Prepare the shipping box

• Insert the 3/4" insulating foam panels on the bottom and sides of your box if necessary.
• Ventilate the box by punching four 1/4" holes with a Phillips screwdriver (two holes on opposing sides, four holes total). Punch them from the outside in, going through the box and the insulating foam. Do this before you put anything else (especially your reptile) in the box.
• Create a nest with packing material.
• Crumpled newspaper works well. Line the bottom and sides of the box so the deli cup or reptile bag will rest securely in the nest.
• Not all shipments require a heat pack! In fact, most do not need them. Please refer to the Directions for Use and our Temperature Guidelines to determine whether or not your package needs one. If you do use a heat pack, please read the following carefully:

  •  8 Critical Points for Heat Pack Use

    • Activate the heat pack at least an hour before use. Remove outer wrapper, shake vigorously, then wrap in a towel to allow proper heating.

    • Heat packs should never come into direct contact with the animal bag/container. 

    • There should always be crumpled newspaper or other packaging material between the heat pack and animal bag/container.

    • Heat packs require oxygen to work. Airholes (two ¼” holes at each end of the box, four holes total) are critical to allow enough oxygen to reach both the pack and the animal.

    • The heat pack should never be placed under an animal bag/container, as it will result in a high likelihood of DOA.

    • The heat pack should be taped securely (do not rely on the adhesive back) to the underside of the insulated foam lid. DO NOT cover the red stripe with tape! 

    • Failure to comply with the above points will INVALIDATE Live Arrival Insurance.

    • Lastly, we do not recommend heat pack use in any box smaller than the 12x9x6. If you need a heat pack with your shipment, you should use the 12x9x6 box or larger. 

• Tape the heat pack to the underside of your lid (do not rely on the adhesive back), red line visible. Do not tape over the red line. Don’t use a heat pack that feels hard or stiff. The red line should face the interior of the box.
• Aquatic shipments require a plastic liner around the contents inside the box to catch any potential leaks. 
  • FedEx will typically discard any box they find leaking fluid, without warning or notice. Your shipment will just disappear. There is no coverage or reimbursement for a leaking, discarded package.

3. Prepare the deli cup or cloth bag

• Inspect the cup or bag to make sure there are no cracks, holes in the bag, or weak spots.
  • Deli cups should always be safely ventilated with small holes.
• Using a Sharpie pen, label the cup or bag with species and sex.
• Invertebrate shipments will need an extra level of containment around the animal. 
  • Place it in an appropriate sized cup or vial, and then place that sealed and ventilated container into a larger one. 
  • Make sure air holes and cushioning are provided throughout the layers.
• Aquatic shipments require water-filled bags that are resistant to punctures and leaks.

4. Inspect the animal

• Absolutely NO VENOMOUS REPTILES are to be shipped through FedEx or Redline Shipping. Absolutely no mammals or birds.
• Only ship a healthy animal, with good weight. Do not ship within 48 hours of feeding a snake, or 24 hours of feeding most other animals.
• Be 100% confident in the animal you’re shipping. Go over it in detail, so you know exactly what your customer will see when opening the package.

5. Put the animal into the container

• Leave the animal room to move, but not so much they can get slammed around during transport. Use packing material as a cushion, and to absorb any waste.
• Bag — Inspect the bag to be sure there are no holes, broken seams, or loose threads to tangle in. We prefer to use a zip tie to seal the bag for total security (one is included with each shipping kit). Some shippers tie their bags, others use tape and some use a combination of methods. The main thing is you want the bag to be closed securely.
• Deli Cup — Tape completely around the rim. Be sure not to cover the air holes. Re-punch air holes if necessary.
• Fish bags —  Fill the bag only ⅔ to ¾ full of water. Allow extra air at the top of the sealed bag to provide some oxygen transfer during shipment.
  • An extra liner inside the fish bag may be necessary when shipping spiky corals or aggressive fish.

6. Put the container in the box

• Nestle the cup or bag into the nesting material. The container should not have room to jostle inside the box.
• Fill in above the container with more packing material.
• For Aquatic shipments, a plastic box liner is required around box contents and must be securely closed.
• Put on the top insulated foam panel/lid, with the heat pack or cold pack (if needed) facing down.
• Put your receipt, caresheet and other paperwork on top of the insulating foam lid. Place your LIVE REPTILE label—the one that comes with your shipping kit—on top of the foam lid. This LIVE REPTILE note should be the first thing a person sees when opening the box. If your LIVE REPTILE label has been lost or damaged, you can download another here. 

7. Label your package in accordance with the federal Lacey Act

• You are required to mark the outside of the package with a complete list of the animal(s) inside, including quantities, common names and scientific names. A Lacey Act/IATA label must also be included. These can be ordered from Redline Shipping as decals, or you can print your own on plain paper and tape it to the box. More info on the Lacey Act here.

8. Fasten the label and ship

• If you haven’t already done so, enter your package and shipping info into RedlineShipping.com and purchase your shipping label. 
• You can print your shipping label directly from the RedlineShipping.com site. You will also receive a confirmation email with a downloadable file of your label to print. 
• If you are using a thermal label printer, the label will be self-adhesive. If you print your label on regular paper, place your label inside the provided label pouch and affix the self adhesive pouch to the top of your shipping box.
• We recommend dropping your package off at your nearest FedEx Ship Center (hub). FedEx Office locations, Mailboxes Etc, Walgreens and other satellite locations are not allowed to accept live packages.
• Find your nearest Ship Center location here. Use the Filter and select the "Dangerous Goods" filter to weed out everything except the qualified FedEx Ship Centers. 
• You can track your package progress using your FedEx tracking number on the home page, just below "Quick Quote" at RedlineShipping.com or from the FedEx tracking page.

If you have any questions or issues with your shipment, please contact us directly. You are a Redline Shipping client, not a direct FedEx client. We will be able to get you answers and action far faster should a critical need arise. We’re also here to answer your questions and clarify all your tracking and claims issues. 

Call us at 303-347-0500 or Contact Us. No question is too big or too small. 

To have your package held for pick up at a FedEx hub, use the Ship To a FedEx Facility function in the "To" field when booking your label. Type in your recipient's zip code and the first address in the drop-down will be your recipient's closest hub. Once selected, the system will auto-fill the address and format.

Be sure to type in your recipient's full name as it appears on their government-issued photo ID and their phone number. Your recipient will need to show their ID and give the tracking number in order to pick up the package.

If your recipient gives you a FedEx address that does not show up in the dropdown, the given location is not a true FedEx Ship Center (hub). Shipping a live package to a FedEx Office, FedEx OnSite (Walgreens), or any third-party Authorized FedEx location will most likely result in the package being refused by that location, and it will end up back on the truck for the remainder of the driver's route. Shipping to any FedEx Office, FedEx OnSite, or any third-party Authorized FedEx location will void any and all On Time and/or Live Arrival insurance coverage.

Note: If your recipient gives you a FedEx address that does not show up in the dropdown, the given location is not a true FedEx Ship Center (hub). Shipping a live package to a FedEx Office, FedEx OnSite (Walgreens), or any third-party Authorized FedEx location will most likely result in the package being refused by that location, and it will end up back on the truck for the remainder of the driver's route. Shipping to any FedEx Office, FedEx OnSite, or any third-party Authorized FedEx location will void any and all On Time and/or Live Arrival insurance coverage.

You can also look up your nearest FedEx facility location here.

GTA on Hold for Pickup -- When shipping directly to a FedEx Ship Center, we allow either Priority Overnight or Standard Overnight service. Both of those services arrive at the hub at the same time. MOST of the time, that GTA is going to be 10:30am, even if the FedEx tracking information shows an earlier expected delivery time. However, some Ship Centers are remote enough that they have a later GTA. If your shipment has a Priority Overnight GTA later than 10:30 on a HOLD FOR PICKUP shipment (typically 12:00 noon), then that is the GTA we will go by for Insurance purposes. 

You can decode your package routing with the clues found on the FedEx shipping label! Unfortunately, there is no way to tell in advance what the routing will be. You have to book your label first. 

The first character in the routing code indicates which hub the package will be routed through. "X" indicates the package will be routed through the main hub in Memphis, TN. "N" indicates Indianapolis, IN. Packages staying within the state are indicated by a numeric character. 

There are also smaller regional hubs: "A" is Ft. Worth, TX. "W" is Oakland, CA. "Q" is one of the Los Angeles area hubs. "E" is Newark, NJ. "G" is Atlanta, GA.

Packages can sometimes be rerouted for expediency, so this is 98% accurate. Knowing your main hub routing info can be helpful when checking weather reports for storms or other weather impacts.

You can drop your package off at a FedEx Hub (known as "FedEx Ship Center" on the FedEx site). There are plenty of these locations, and they are generally convenient to where you live. This makes them perfect for afternoon drop offs.  

You want the actual FedEx facility, not a FedEx Office/Kinko's, Walgreens or Pak Mail type spot. Those retail outlets are independently owned businesses and will refuse live shipments. A simple trick to find ONLY the official FedEx Ship Centers is to use this link and use the Filter and select "Dangerous Goods". Reptiles aren't "dangerous goods" but this filter will return ONLY the actual FedEx facility hubs.

When dropping off your shipment, pay close attention to the Last Pickup Time! 

FedEx Office, Walgreens, Mailboxes Etc and other 3rd Party FedEx locations are not authorized to deal with live animal shipments. Different locations may or may not enforce this policy, but be aware that many of them ARE enforcing it.

If you are turned away, use this search form at FedEx.com to search for a true FedEx Ship Center (aka "hub").

Or call us at 303-347-0500. We'll help you find another location, or we'll schedule a FedEx driver to pick up your package from your location.

If you have already booked your Priority Overnight label, the Guaranteed Time of Arrival (GTA) will be displayed in the lower right quadrant of the label, as shown. For most business addresses, your Priority Overnight package will arrive by 10:30 a.m. Tuesday through Friday. There is NO DELIVERY on Saturday or Sunday. DO NOT send a live animal package on Friday; it will not arrive until Monday, and that is not acceptable.

The GTA for most urban and suburban residential addresses is 12:00 noon. More rural addresses may have a GTA of 5:00pm.

GTA on Hold for Pickup -- When shipping directly to a FedEx Ship Center, we allow either Priority Overnight or Standard Overnight service. Both of those services arrive at the hub at the same time. MOST of the time, that GTA is going to be 10:30am, even if the FedEx tracking information shows an earlier expected delivery time. However, some Ship Centers are remote enough that they have a later GTA. If your shipment has a Priority Overnight GTA later than 10:30 on a HOLD FOR PICKUP shipment (typically 12:00 noon), then that is the GTA we will go by for Insurance purposes. 

NOTE: When looking at "Quick Quotes," only the zip code is used to determine the estimated cost of the label. Without the specific address details, the final price and the GTAs listed may be off. Use "Book a Shipment" to get the most accurate quote for both cost and delivery times.

Businesses often have morning drop-offs. If morning delivery is essential, consider sending your package to a business address.

When you're shipping live animals, it's important that your recipient be available to receive your package, no matter when it arrives.

• If you require delivery confirmation, the recipient must be alert, ready and waiting for the FedEx driver. You do not want the package going back onto the truck for delivery the next day.
• If you do not require delivery confirmation, tell your recipient to check the front and back doors, the porch—all around the house—to make sure the package doesn't sit outside. 

Special note for Alaska and Hawaii

Do not ship live reptiles to Hawaii. More on that here.

Because of its remoteness and limited FedEx services, most zip codes in Alaska require one or more additional days for pickup and delivery of overnight shipments, and many zip codes have no delivery options at all.

To make absolutely sure you are not sending a package to one of these locations, please contact Redline Shipping customer service at 303-347-0500 or Contact Us for further detail and insight.

On-Time/Live Arrival Insurance 

• Cost: $2.50 per $100 worth of coverage.
  • With the minimum fee of $2.50, you are covered for On-Time Arrival and can receive a 100% refund for the shipping label if it is delivered more than 60 seconds late, according to the FedEx time stamp on the delivery.
  • All packages shipped as Hold for Pickup are considered to have a Guaranteed Time of Arrival of 10:30am or later**. The delivery requirement is met at the time the package scans as "available for pickup."
  • Any additional amounts above that will cover you for Live Arrival. If all the parameters listed below are met, your package arrives late, and your animal arrives deceased, you can be reimbursed for the full amount you insured for OR for the demonstrable market value of that animal (plus shipping when applicable), depending on what's being insured (reptile, invertebrate, or aquatic). 
    • Insured reptiles are not tied to market value.
      • If you insure for $500, you will receive a $500 payout, regardless of the true market value of the animal or any shipping costs. If you want to be fully reimbursed for the actual cost of the animal and the cost of the shipping label in the event of a DOA, then you would want to insure that shipment for the value of the animal plus the cost of the shipping label, rounded up to the next $100 increment. 
    • Insured invertebrates and aquatics are tied to their demonstrable market value.
      • If you insure for $500 and the market value is $300, you will receive $300, plus the cost of the shipping label--the total payout not to exceed the insured amount. If you insure for $300 and the market value of your animal is $500, you will receive $300.
• Maximum coverage: $20,000
• Valid ONLY for animals sent Priority Overnight or Standard Overnight. 

Merchandise Insurance

• Cost: $1.00 per $100 worth of coverage
• Like aquatic and invert coverage, this insurance is tied to the market/invoice value of your shipment.
• You must retain the damaged merchandise and packaging for FedEx collection/inspection after making a claim. Hold for 30 days.
• You can ship merchandise and insure it with all services. 

You can easily purchase Redline Shipping Insurance when you Book a Shipment.

• On the Shipping Details page, in the Additions section, select On-Time/Live Arrival or Merchandise Insurance.
• Select the amount of insurance you want.
• Continue to Checkout, or Create Additional Labels
• The insurance charge will be added to your shipment.

NOTE: Redline Shipping On-Time, Live Arrival Insurance is NOT "anything goes" insurance. Please read the following:

QUALIFICATIONS AND LIMITATIONS

Packaging must meet Redline Shipping Standards, which include temperature parameters and packaging guidelines. The best way to ensure compliance is to use a Redline Shipping Kit.

Shipments must be dropped off at an actual FedEx Ship Center (not a FedEx Office, Kinkos, or other retail outlet) or picked up by a FedEx driver at a pre-arranged time.

As long as you have the minimum coverage, you are entitled to a full shipping refund if your package is one minute or more late, according to the FedEx Guaranteed Time of Arrival (GTA) and the FedEx delivery time stamp.

Live arrival insurance for reptiles IS NOT tied to market value; you can insure for the value you desire. 

Live arrival insurance for aquatics and inverts IS tied to market/invoice value. Merchandise insurance is also tied to market/invoice value.

Details:

• Redline Shipping Insurance covers the cost of your shipment if the package is delivered late, and up to the insured value for a live reptile package if the package is delivered late and the animal is DOA, or up to the market value for a live aquatic or invert shipment if the package is delivered late and the animal is DOA.
• Redline Shipping Insurance protects you against late delivery and animal death due to late delivery.
• Claims for late arrival must be reported within seven days of the recorded delivery time.
• Claims for dead arrival must be reported within four hours of the recorded delivery time.
  • In the case of a shipment being Held for Pickup at the hub, "recorded delivery time" is the moment the shipment becomes available for pickup. The recipient must pick up the animal and the DOA reported within four hours of that time.
  • DOA animals must be held for 30 days (in the freezer) pending collection/inspection, unless instructed otherwise by Redline Shipping staff.
• Live Arrival Insurance applies only to Priority Overnight or Standard Overnight shipments.
• On-Time, Live Arrival Insurance costs $2.50 for each $100 unit of insured value.
• 2Day, Express Saver, Ground and Home Delivery insurance costs $1.00 for each $100 in insured value. No live shipments will be covered with these services.
• $100 minimum coverage is selected by default. You can decline insurance coverage by unchecking the box, or you can increase your coverage up to $20,000 (Insured reptile value is NOT limited to market/invoice value. Insured aquatic, invert and merchandise value IS limited to market/invoiced value.)
• For a DOA claim to be covered, the package must also be delivered late, according to FedEx's guaranteed time of arrival (GTA). On-time live arrival is the shipper's responsibility based on the ability to pack a healthy animal according to Redline Shipping Standards.
• If you have not paid for the Delivery Confirmation option (adult signature required) the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
• For a delivery to be considered late, the first delivery attempt must arrive 60 seconds or more after the FedEx GTA. 
• All packages shipped as Hold for Pickup are considered to have a Guaranteed Time of Arrival of 10:30am or later**. The delivery requirement is met at the time the package scans as "available for pickup."
• If you deselect insurance there will be no refunds on shipments, no exceptions. This means NO refunds on late arrival packages, and NO refunds on DOAs. This is our Redline TOS, you are agreeing to this when you book a label. FedEx does not provide any coverage for live shipments, and issues no refunds for late arrivals for live shipping accounts, this is a Redline Shipping funded program. 

Insurance Cost and Coverage

On-Time, Live Arrival Insurance costs $2.50 per $100 worth of coverage.

Payouts depend on the type of animal insured. 

• Insured reptiles are not tied to market value. If you insure for $500, you will receive a $500 payout. 
• Insured invertebrates and aquatics are tied to their market value. If you insure for $500 and the market value is $300, you will receive $300, plus the cost of the shipping label. If you insure for $300 and the market value of your animal is $500, you will receive $300.

2Day, Express Saver, Ground and Home Delivery insurance costs $1.00 for every $100 in insured value. No live shipments will be covered with these services.

2Day, Express Saver, Ground and Home Delivery insurance covers only the demonstrated market value of your loss. Terms and Conditions of FedEx Services apply to Redline Shipping Insurance for 2Day, Express Saver, Ground and Home Delivery shipments. For more detail, read Terms and Conditions of FedEx Services.

How much Live Arrival Insurance do you need?

Live Arrival Insurance has $100 minimum coverage, $20,000 maximum, in $100 increments. Inquire for high value insurance over $20,000.

To get full coverage for your live animal shipment, add your shipping cost and animal cost, and round up to the nearest hundred. Example: If your shipping cost is $85, and your animal is worth $350, you should purchase $500 worth of insurance to be fully covered. If the package is late and the animal is dead, and you have met the Redline Shipping Standards (including temperature and packaging guidelines) you are eligible to receive the $500 insured value, which exceeds the combined shipping and animal value of $435. If you insure the same package for $400, your total claim payout cannot exceed $400.

Most Common Errors of Non-Compliance that will INVALIDATE Live Arrival Insurance:

• Using hand-warmers, foot-warmers, or any heat pack with a less-than 40 hour duration.
• Using more than one heat pack in any box smaller than our 30”x16”x10”. The 30”x16”x10” box may include up to TWO heat packs.
• Placing the heat pack at the bottom of the shipping box and/or in direct contact with the animal or the container the animal is in.
• Attaching the heat pack facing the wrong way or covering the red stripe with tape.
• Failure to provide specific ventilation (four total quarter-inch holes, two at each end of the box).
• Punching too many holes in a box.
• Using insulation less than ¾” of thickness.
• Using no insulation at all.
• Using boxes made of thin cardboard or anything less than a 275lb burst weight. 
• Using Amazon, US Postal, FedEx/UPS branded, torn-up, or wacky non-standard boxes.
• Dropping off at a FedEx Office store, Kinkos, or any other retail outlet. Packages must be dropped at an actual FedEx Ship Center.
• Dropping off AFTER the Ship Center's Last Pickup Time.
• Shipping outside our specific temperature parameters and high/low limitations. 
• Non-compliance with Redline Shipping Standards. 

** GTA (Guaranteed Time of Arrival) on Hold for Pickup -- When shipping directly to a FedEx Ship Center, we allow either Priority Overnight or Standard Overnight service. Both of those services arrive at the hub at the same time. MOST of the time, that GTA is going to be 10:30am, even if the FedEx tracking information shows an earlier expected delivery time. However, some Ship Centers are remote enough that they have a later GTA. If your shipment has a Priority Overnight GTA later than 10:30 on a HOLD FOR PICKUP shipment (typically 12:00 noon), then that is the GTA we will go by for Insurance purposes. 

CLAIMS – LATE DELIVERY

If the package is delivered 60 seconds or more after the FedEx Guaranteed Time of Arrival (GTA) it is considered late.

All packages shipped as Hold for Pickup are considered to have a Guaranteed Time of Arrival of 10:30am or later**. The delivery requirement is met at the time the package scans as "available for pickup."

Zip codes that are categorized by FedEx as urban, rural or remote will receive deliveries by 10:30 a.m., noon or 5:00 p.m. respectively. You can see the GTA during the Quick Quote process, during the Book a Shipment process, and on the shipping label itself. Residential deliveries will have a GTA of noon or later.

Claim payment will not be made if shipment is delayed by a FedEx National Service Disruption. This rare but catastrophic disruption is usually caused by extreme weather conditions such as hurricanes and blizzards.

To report a late delivery, the person who purchased the label/insurance (usually the shipper) must contact Redline Shipping within seven days of delivery.

Report a claim via Contact Us or 303-347-0500. As soon as the claim is reported, Redline Shipping will provide further instructions.

A claim can be reported with a voicemail or email. Redline Shipping will record the claim at the message’s time stamp.

Claim payments will be made to the owner of the account that purchased the shipping label (usually the shipper) unless written permission is given to Redline from that client to pay another party directly.

CLAIMS – DOA (dead on arrival)

Redline Shipping Live Arrival Insurance protects you against animal death due to late delivery.

For a DOA claim to be covered, the package must also be delivered late, according to FedEx GTA. You can see the GTA during the Quick Quote process, during the Book a Shipment process, and on the shipping label itself. If the package is on-time, there’s no reason the animal shouldn’t be alive given a healthy animal and proper packaging and weather precautions, as per Redline Shipping Standards.

If you have not paid for the Delivery Confirmation option (adult signature required) the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 

For a delivery to be considered late, the first delivery attempt must arrive 60 seconds or more after the FedEx guaranteed time of arrival. 

All packages shipped as Hold for Pickup are considered to have a Guaranteed Time of Arrival of 10:30am or later**. The delivery requirement is met at the time the package scans as "available for pickup."

If the claim includes late delivery and dead arrival, Redline Shipping must be contacted (by the shipper or recipient) within four hours of the recorded delivery time, as recorded by the FedEx driver. In the case of a shipment being Held for Pickup at the hub, "recorded delivery time" is the moment the shipment becomes available for pickup. The recipient must pick up the animal and the DOA reported within four hours of that time.

The claimant must provide an email address and phone number, as well as the package’s FedEx tracking number.

Report a claim via Contact Us or 303-347-0500. As soon as the claim is reported, Redline Shipping will provide further instructions.

A claim can be reported with a voicemail or email. Redline Shipping will record the claim at the message’s time stamp.

We recommend the shipper instruct the recipient to contact Redline Shipping directly, so the claim can be recorded as soon as possible. Redline Shipping will follow up with the shipper to handle the claim.

The Live Reptile sheet that is included with each shipping kit (or printed here) contains directions for the recipient to contact Redline Shipping in case of a claim.

Shipper must provide a receipt of purchase for invertebrate or aquatic claims. If the shipment is not a commercial transaction, shipper must provide a copy of the itemized packing list from the package, which is required by the Lacey act. This provides proof of value.

Shipper must follow all Redline Shipping Standards, including rules for packaging and temperature.

Claimant must provide clear digital photos or video of all packaging, showing legible label on the box, condition of outer box, insulation inside box, packing material, and any heat pack, cold pack or phase pack use. This establishes compliance with Redline Shipping Standards.

Claimant must provide clear digital photos or video of the animal, clearly showing its condition and markings, as well as rolled onto its back. This provides proof of a dead arrival.

Animal must be kept frozen for 30 days or until the claim is released, whichever comes first. If the animal can’t be provided upon Redline Shipping’s request, the claim will not be paid.

All evidence — receipt/packing list and photos/video — must be provided within eight hours of the delivery.

Claim payments will be made to the owner of the account that purchased the shipping label unless written permission is given to Redline from that client to pay another party directly.

CLAIMS – Damaged Goods

Redline Shipping Merchandise Insurance protects you against damage or loss during delivery. Does NOT apply to live shipments.

Redline Shipping must be contacted (by the shipper or recipient) within four hours of the official delivery time, as recorded by the FedEx driver. The claimant must provide an email address and phone number, as well as the package’s FedEx tracking number.

Report a claim via Contact Us or 303-347-0500. As soon as the claim is reported, Redline Shipping will provide further instructions.

A claim can be reported with a voicemail or email. Redline Shipping will record the claim at the message’s time stamp.

Redline Shipping MUST file the damage claim with FedEx. If the shipper or recipient tries to file, the claim will be denied.

We recommend the shipper instruct the recipient to contact Redline Shipping directly, so the claim can be recorded as soon as possible. Redline Shipping will follow up with the shipper to handle the claim.

Shipper must provide a receipt for the purchase of the merchandise. If the shipment is not a commercial transaction, shipper must provide a copy of the itemized packing list from the package. This provides proof of value.

Shipper must provide clear digital photos or video of all packaging, showing legible label on the box, condition of outer box, insulation inside box, and packing material. Redline Shipping will not be responsible for negligent packaging.

Shipper must provide clear digital photos or video of the damaged merchandise.

Damaged merchandise and all packaging must be kept for 30 days or until the claim is released, whichever comes first. 

All evidence — receipt/packing list and photos/video — must be provided within eight hours of receiving claim instructions from Redline.

Claim payments will be made to the owner of the account that purchased the shipping label unless written permission is given to Redline from that client to pay another party directly.

LIMITATIONS

Packages booked with Redline Shipping Live Arrival insurance MUST be booked Priority Overnight or Standard Overnight. There is no live arrival coverage with any slower services.

If the package is delivered on time according to FedEx GTA, live-arrival insurance is nullified. On-time live arrival is the shipper’s responsibility based on the ability to pack a healthy animal according to Redline Shipping Standards. 

If the package is shipped during a "No-Ship" period (as prominently noted on warning banners and as posted on the site) insurance is nullified. No-Ship periods are noted for holidays, bad weather and other conditions that can affect FedEx deliveries.

Package must be received on the first delivery attempt. Package may be dropped off by FedEx driver at the destination, accepted by someone at the destination or, if delivery confirmation is required, signed for at the destination. If delivery confirmation is required, and no one is available to sign for the package, this qualifies as a first delivery attempt. If the package goes back onto the truck for later delivery, live arrival insurance is nullified. If the package is shipped Hold for Pickup at a FedEx Ship Station, and is available for pickup before the GTA, live arrival insurance is nullified. 

Packaging must meet Redline Shipping Standards, which include packaging and temperature guidelines. The best way to ensure compliance is to use a Redline Shipping Kit.

Package(s) must be dropped off at an actual FedEx Ship Center (not a FedEx Office, Kinkos, or other retail outlet) or picked up by a FedEx driver at a pre-arranged time.

The outgoing shipment must be scanned into the FedEx system in time for end-of-day pickup Monday through Thursday.

Redline Shipping Live Arrival Insurance does not cover injuries incurred during shipping, whether the package is delivered late or on-time. This includes dropped tails, neurological claims, etc. It is the responsibility of the shipper to ensure proper packaging and a properly packaged animal will arrive safe and unharmed.

LIVE ARRIVAL INSURANCE - Redline Shipping does not pay if:

• Package is on time according to FedEx GTA (Guaranteed Time of Arrival). NOTE: The official delivery time is recorded by the driver when the driver delivers the package at the destination, or makes a first delivery attempt. If a package is held for pickup at a FedEx facility, it is considered on time if it reaches the facility by the FedEx GTA.
• Shipment does not follow all Redline Shipping Standards.
• Shipment is not sent via Priority Overnight or Standard Overnight service.
• Package was dropped off at a FedEx Office store, Kinkos, or any other retail outlet. Packages must be dropped at an actual FedEx Ship Center.
• Package was dropped off AFTER the Ship Center's Last Pickup Time.
• Package is not delivered on first attempt.
• Claimant does not follow proper claim procedure (missing four-hour claim window, failure to provide required evidence within eight hours).

ON-TIME ARRIVAL INSURANCE - Redline Shipping does not pay if:

• Package is not delivered on the first delivery attempt. NOTE: The official delivery time is recorded by the driver when the driver delivers the package at the destination, or makes a first delivery attempt. If the package is held for pickup at a FedEx facility, it is considered on time if it is available for pickup by the FedEx GTA.
• If you have not paid for the Delivery Confirmation option (adult signature required) the FedEx driver may leave the package in a safe location, without a signature, at their discretion. As per FedEx TOS, this counts as a completed delivery. 
• For a delivery to be considered late, the first delivery attempt must occur 60 seconds or more after the FedEx GTA. 
• Most business addresses will have a GTA of 10:30am. Urban or suburban residential addresses may have a 12:00pm GTA, and more rural addresses may have a 5:00pm GTA. You can see the GTA during the Quick Quote process, during the Book a Shipment process, and on the shipping label itself, bearing in mind that the Quick Quote is only using the zip code to guess at your GTA, without the specific address details. 
• All packages shipped as Hold for Pickup are considered to have a Guaranteed Time of Arrival of 10:30am or later**. The delivery requirement is met at the time the package scans as "available for pickup."

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** GTA (Guaranteed Time of Arrival) on Hold for Pickup -- When shipping directly to a FedEx Ship Center, we allow either Priority Overnight or Standard Overnight service. Both of those services arrive at the hub at the same time. MOST of the time, that GTA is going to be 10:30am, even if the FedEx tracking information shows an earlier expected delivery time. However, some Ship Centers are remote enough that they have a later GTA. If your shipment has a Priority Overnight GTA later than 10:30 on a HOLD FOR PICKUP shipment (typically 12:00 noon), then that is the GTA we will go by for Insurance purposes.