Shipping policy

Nero Labs – Shipping Policy

Effective Date: 11/02/2026
Applies to all orders placed via www.nerolabs.org and shop.nerolabs.org.

1. Nature of Live Shipping

Nero Labs ships live ornamental aquatic organisms, which require specialized packaging and controlled dispatch scheduling.

Shipping timelines may vary depending on:

  • Weather conditions

  • Destination city

  • Species sensitivity

  • Stock conditioning status

Shipping is scheduled based on biological readiness — not retail urgency.

2. Dispatch Schedule

  • Orders are typically dispatched within 2–5 business days after confirmation.

  • Nero Labs reserves the right to delay dispatch if:

    • Weather conditions are unsafe

    • Fish require additional stabilization

    • Courier disruptions are anticipated

Customers will be informed in case of significant delays.

3. Shipping Methods

  • All live shipments are sent via priority air cargo or express surface courier (depending on destination feasibility).

  • The shipping method is selected at Nero Labs’ discretion based on survival probability.

Delivery timelines are estimates and not guaranteed.

4. Packaging Standards

Nero Labs uses:

  • Oxygen-filled double-layer fish bags

  • Insulated packaging

  • Leak-proof sealing

  • Temperature buffering materials (as required)

Packaging is optimized for transit survival, not aesthetic presentation.

5. Delivery Requirements

Customers must:

  • Ensure someone is available at the delivery address.

  • Accept the parcel on first delivery attempt.

  • Open the package immediately upon receipt.

  • Begin acclimatization without delay.

Failure to accept delivery on the first attempt voids any DOA eligibility.

6. Risk Transfer

Risk transfers to the customer once the shipment is marked Delivered by the courier partner.

Nero Labs is not responsible for:

  • Delay in unpacking

  • Improper acclimatization

  • Local tank parameter mismatch

  • Post-delivery stress mortality

7. Weather & Seasonal Considerations

Live transport is sensitive to temperature extremes.

During periods of:

  • High summer heat

  • Severe winter conditions

  • Heavy monsoon disruptions

Nero Labs may:

  • Delay dispatch

  • Suggest rescheduling

  • Temporarily pause shipping to certain regions

Orders placed during extreme conditions are at customer discretion.

8. Incorrect Address & Failed Delivery

If an order fails delivery due to:

  • Incorrect address

  • Customer unavailability

  • Refusal to accept parcel

The shipment will not be reshipped or refunded.

Live organisms cannot be recalled once in transit.

9. Shipping Charges

  • Shipping charges are calculated at checkout.

  • Shipping fees are non-refundable.

  • Re-shipping (if approved in rare cases) will incur additional charges.

10. Restricted Zones

Certain remote or high-risk delivery zones may be:

  • Temporarily restricted

  • Subject to additional transit time

  • Declined at Nero Labs’ discretion

Customers are encouraged to confirm serviceability before placing high-value orders.

11. Force Majeure

Nero Labs is not liable for delays or losses caused by:

  • Weather events

  • Natural disasters

  • Government regulations

  • Transport strikes

  • Airline disruptions

Live animal logistics inherently involve variables beyond seller control.

12. Policy Acceptance

By placing an order, the customer acknowledges:

  • The biological risks associated with live shipping.

  • That delivery timelines are estimates.

  • That responsibility transfers upon courier delivery confirmation.