Please see description is on the main header menu and the shipping policy on the footer of our store for terms to qualify for the guarantee. We will refund, offer a coupon code, or re-ship depending on the conditions for the loss over the normal DOA due to shipping. We put in extra weight to cover this. Also if the temps are above 95 and below 35 the LAG is void unless you choose hold for pickup to keep the order off the mail trucks.