H2H Puppy Delivery Method Details

Buyer Policy and Procedures Contract

On departure day:

Departure days are either the Saturday or Sunday of any given week.  You will receive a text and your GPS link. We will not send these out until all puppies are picked up which could be up until 5pm (EST) on the Friday before. If after 5pm you have not received this information, please contact us otherwise please be patient up until that time.

The app we use is called life360. You can find this in the App store on your smartphone. We recommend you download this and familiarize yourself with it. This app is not owned by Heart2Heart Pups LLC, so the link you will be sent is not required to download, but recommended. Once we send the link, simply clicking on the link should be all you need to do. Please do not try and communicate with our driver or Puppy Nanny through this app they will not answer you this way. Please text or call the number the driver sends this information from for communication.

• Puppies will be examined by the driver at pickup for any visible issues and documented. Sick puppies will not be eligible for transport.

If a puppy shows signs of illness in route the driver will contact breeder and if

deemed necessary puppy will be taken to the nearest veterinary ER and checked in.

After that the driver will contact the breeder and responsibility will revert to the breeder. Although this situation is extremely rare.

If you are a drop between 6pm and 1am you will be notified at a decent hour of 

what time within 30 mins to an hour of estimated drop off time.

Drivers/ Nannies must be respected and will not tolerate vulgar, rude, or threatening behavior. The driver has worked very hard to get your puppy to you. Any behavior described above will force the driver to, even if the driver is standing at your door with puppy in hand, refuse service and return the puppy to the breeder without refund.

In route

  • Puppies are always kept separate from other puppies UNLESS they are from the same kennel of similar size for safety and cross contamination purposes. Our travel procedures are regulated by the GDA and State of Georgia.
  • We stop VERY frequently, AT LEAST every 2 hours, for cleaning, nutrition, wellness check, etc.
  • Once the driver has left, they will be able to give you a possible day of arrival but because we are transporting live animals, exact time cannot be given until the driver is within a few hours of arrival.
  • The drivers are going to be very busy while in route so contact must be kept to a minimum. They are restricted from extended phone use for their safety and the safety of the puppies. Drivers, nor Nanny will not be taking pictures or videos of puppies while in route. This gets very time consuming.
  • Puppies come first!!!! Delivery will be as soon as possible. Which means at any hour of any day. You have ordered a live animal and you must be prepared for the driver's arrival. We do NOT work around schedules, nor do we wait. Should the driver arrive and no be able to get in contact with you after texting, calling and knocking on your door driver will have no choice but to leave and move onto the next area of delivery.
    Arrangements can be made with the driver after the missed delivery at the driver's discretion only. Should the driver decide to accommodate this request the driver will be owed a convenience fee of $125 due at the time of the second delivery.
  • Drivers will we using a route optimizer to ensure the best possible time for ALL the puppy deliveries. We do not deviate from this route. The driver may seem like the have passed your house or seem like the are lost when you see their movement on Life360, but they are just making other drops in your area.
  • Arrival times will vary depending on your location. Puppies are well taken care of in route and sleep most of the time. Drivers/ Nannies are trained to handle any situation that might arise with puppies. We also do not go by calendar days when out on delivery we go by hours in route.  We start counting at 5pm on departure day and count the hours your puppy was in transit.
  • Be aware, when you refresh the Life360 it forces the driver's phone to refresh its location and use battery. There have been cases that buyers refresh so much that driver's phones drain battery even when their chargers are connected. If driver's phones go dead, then there is no GPS for Life360 and no GPS for drivers to navigate.

After Delivery

  • Puppies have had a long trip. Their entire world has been turned upside down. We recommend constant food left out for the first week along with a calorie paste 3 times a day to prevent nutritional issues.
  • The delivery driver will have a health schedule they have kept throughout the trip for your records. If the puppy does not eat and/or drink anything in the first 8 hours seek veterinary advice immediately. This could be nothing but nerves from the trip and all new home or it could be symptoms of an issue. Do not take any chances.
  • We do our best to keep puppies healthy and happy in route and have extremely strict cross contamination policies. Puppies are not exposed to outside contaminates while in route. Any complications with parvo after delivery will not be covered.
    Neither will Coccidia, Giardia, or kennel cough. These will be the buyer's responsibility.
  • If puppies have incurred any issues while traveling, other than listed above, they will be covered by Heart2Heart Pups LLC.
  • This document must be signed and returned before puppy is picked up or handed to new owner. Before puppy is handed off to you:
  • A valid, non-expired driver's license or government issued ID must be shown to the driver/ Nanny from the person that bought the puppy. A picture must be taken of the driver's license and then the puppy with the buyer.
  • Puppy must be dropped upon arrival. We cannot work around schedules or wait.
    This is not up for discussion or debate. Puppies must be delivered, and drivers must move on for the health and safety of your new pup and others on board.

If you have other dogs, please have them secured for driver and puppy safety. Buyer will be responsible for any damages caused by unrestrained dogs.

  • The driver will have various paperwork to explain and for you to sign, depending on how you purchased your puppy along with needing to take a confirmation picture with buyer and puppy.
    It is our policy to deliver a clean healthy puppy. All puppies are bathed before arrival. Although puppies will be bathed, we recommend buyers bathe puppy immediately tor sanitation reasons.
  • Puppy will be delivered with packet containing registration and health papers (if available as puppy package option at time of purchase) along with food if there is any left from the trip.
  • Pictures taken of puppy and buyer are eligible for posts to Facebook. If you wish to decline this, please let the driver/ Nanny know.