Refund policy

Shipping Policy

Shipping Schedule:

  • We ship Monday - Wednesday. Place your order by noon CST, and it will ship the next day.
  • We're centrally located in the US, ensuring quick delivery regardless of your location.

Weather Considerations:

  • In extreme weather, we recommend getting your package shipped to a local UPS store or access point and held for pickup. A short time in a mailbox or on a porch can be harmful to your insects.
  • Delivery trucks are not temperature-controlled, so holding at the post office is often safer.

Shipping Days:

  • We ship Monday-Wed. Shipping days are subject to change without notice.
  • Orders placed after 12 noon EST on Thursday will ship the following week.
  • Delivery time via UPS generally takes 2-3 days but is not guaranteed.

Returns:

  • Returns of live goods are not accepted.
  • We accept returns of unopened/unused items.
  • Return shipping costs are the customer's responsibility and will be deducted from the refund.

Terms of Service:

  • By purchasing, you agree to our terms.
  • Live arrival is guaranteed without a temperature requirement.
  • The customer is responsible for being present at delivery.
  • If unable to be home, we suggest having your mail held at the local post office.
  • Ensure the correct shipping address is provided. We are not liable for incorrect addresses.
  • When using PayPal, verify the shipping address on their website.
  • Track your order; we are not responsible for tracking or delivery delays.
  • We are not liable for USPS lost packages.
  • We are not responsible for any damage or harm caused by the insects or cleaner bugs.
  • Always open live insects outside or over another container.
  • For DOA orders, contact us within 1 hour of delivery with photos of the packaging.
  • Replacements for DOA are decided case by case. No refunds.
  • Customers should be aware of their state laws regarding insect shipments.

Heat Pack Option:

  • Add a heat pack for to prevent dead on arrival. This option is ideal for ensuring your order arrives in good condition, especially in cold weather.