Dead on arrival
Required Box condition, sealed bag, affected item, affected quantity
Optional Short video
Settings
Evidence requirements
Documentation customers are asked to provide for the active guarantee policy.
Leaking package
Required Box condition, leak, affected item
Optional Carrier-label photo
Damaged plant
Required Packaging, affected plant
Optional Photo after unpacking
Post-acclimation loss
Required Affected item, time of loss, acclimation details
Optional Water parameters
These requirements apply to new shipments assigned to Live arrival guarantee v3. Submitted reports keep the requirements from their shipment’s policy version.