Live Arrival Guarantee
Pioneer Feeders
Live Arrival Guarantee
Every order of live feeder insects from Pioneer Feeders is backed by our Live Arrival Guarantee. If your insects don't arrive alive, we make it right — no runaround, no fine print.
99.2%live arrival rate across thousands of orders shipped
2 hrclaim window from delivery confirmation
What's covered
The guarantee applies to hornworms, silkworms, waxworms, and black soldier fly larvae shipped on all eligible orders. An order qualifies for the Live Arrival Guarantee when:
A DOA (dead on arrival) claim is valid when the majority of insects in a cup or order arrive deceased upon opening. Minor individual losses within a cup are normal for live shipping and are not covered — we pack over-count to compensate for this.
How to file a claim
Claims must be submitted within 2 hours of the UPS delivery scan. We cannot honor claims submitted after this window. Follow these steps exactly:
1
Photograph the insects immediately
Remove the deceased insects and place them on a white paper towel or sheet of paper. Photograph them clearly so individual insects are countable. Include the shipping box label in the same photo.
2
Email us within 2 hours
Send your claim to hello@pioneerfeeders.com with the subject line: "LAG Claim – [Your Order Number]". Include your order number, the photo(s), and a brief description of what you received.
3
We review and respond
Claims are reviewed within 1 business day. We will follow up to confirm your resolution preference.
4
Receive your resolution
Approved claims receive a reship on the next available ship day, or a store credit / refund at our discretion. We prioritize reshipping to get your animals fed as quickly as possible.
Resolution options
Option 1
Reship
We reship your order at no charge on the next available Monday–Wednesday ship day. No additional shipping fee for eligible claims.
Option 2
Store credit
A full store credit for the value of the lost insects, applied to your account immediately and usable on any future order.
Option 3
Refund
Issued at our discretion for the cost of the deceased insects. Original shipping charges are non-refundable.
What voids the guarantee
The guarantee is void in the following situations. Please review these carefully before ordering.
Claim submitted after 2 hours
We cannot verify conditions after the delivery window closes. Claims must arrive within 2 hours of the UPS delivery scan.
Extreme heat without notice
If temperatures at your delivery address exceed 85°F and you did not contact us before ordering to discuss options, the guarantee is void.
Package left unattended in heat
Insects left on a hot porch, in a mailbox, or at a UPS facility are outside our control. Retrieve your package promptly upon delivery confirmation.
Incorrect shipping address
Delays or misdeliveries caused by an address error entered at checkout are not covered. Verify your address before placing your order.
UPS service disruptions
Delays caused by carrier-wide weather events, natural disasters, or national service disruptions are outside our control and not covered.
Package shipped to PO Box
UPS does not deliver to PO Boxes. Orders shipped to PO Boxes will be returned to sender and the guarantee does not apply.
How we prevent DOA before it happens
Our 99.2% live arrival rate isn't luck — it's the result of deliberate systems built around live insect welfare in transit.
Mon–Wed dispatch only
We never ship on Fridays. Your insects will never sit idle in a carrier warehouse over a weekend.
UniHeat warmers
48hr or 72hr heat packs are included based on your transit time — automatically, at no upcharge during cold weather.
Insulated box liners
Cold weather orders ship with foam insulation to buffer temperature swings throughout transit.
Proprietary diet
Our in-house formulated diets mean insects arrive well-fed and in peak condition — not depleted from days without nutrition.
NDA upgrade when needed
When a ground route is too long for safe transit, we upgrade to UPS Next Day Air proactively rather than risk your order.
Over-count packing
Every cup is packed above the listed count to account for the minor individual losses that are normal in live shipping.
Frequently asked questions
What counts as "dead on arrival"?
A DOA claim applies when the majority of insects in your order or cup arrive deceased. A few individual losses within a cup are normal and expected — we over-pack every cup to account for this and it does not constitute a DOA claim.
Do I need a photo to file a claim?
Yes — without a clear photo of the deceased insects alongside the shipping label, we cannot process a claim. Place the insects on a white surface so they are individually countable and include the shipping label in the same shot.
What if UPS delays my package an extra day?
Carrier delays caused by disruptions outside our control are not covered under the standard guarantee. However, if your package is delayed and arrives DOA as a direct result, contact us and we will review the claim case by case. We work to take care of our customers.
Can I request a hold for pickup at a UPS Access Point?
Yes — if you're concerned about package exposure at your address during hot weather, add a note to your order requesting UPS Will Call / Access Point delivery. This is the best way to protect your order during summer months.
Does the guarantee apply to wholesale orders?
Yes. All wholesale accounts are covered under the same Live Arrival Guarantee terms. Contact your account representative to open a claim.
Do you add cold weather packaging automatically?
Yes — unlike most feeder insect companies, we monitor route temperatures and add UniHeat warmers and insulation proactively. You do not need to request this or pay extra for it during cold weather seasons.
Have a claim or a question about your order?
Reach us at support@pioneerfeeders.com — include your order number and we'll get back to you within one business day.
Email a claim