Refund policy

There are no live arrival guarantees with USPS Priority Mail or FedEx 2-Day for any reason.  No refunds or replacements unless FedEx Overnight was the shipping carrier and insects are dead on arrival, and all of the following requirements have been complied with.  In the case of insects dead on arrival that meets the requirements, a refund or replacement will be given once video and photos of the insects and their containers are provided.

Shipping ONLY to the continental U.S. Orders of live insects are shipped Monday and Tuesday. Live arrival is guaranteed ONLY with FedEx Overnight shipping if temperatures are within 45F to 80F, and any problems with live arrival must be reported to us within ONE HOUR of delivery time as noted in the FedEx tracking. If your temperature is below 45F or over 80F, your box must be held at your local official FedEx hub for pick up.  We do not ship if your temps are below 40F. 

If using USPS 3-5 Priority Mail or FedEx 2-day, it is highly recommended that you have your package safely held at your local post office or official FedEx hub for you to pick up at your convenience the day of delivery.  Riding around in a hot or cold delivery vehicle all day is the cause of most DOAs.  Not responsible for carrier delays.

If using USPS 3-5 Day Priority Mail, to have the package held at the post office for pick up, in the notes section at checkout please notate that you would like the package held.  It will be held at your local USPS.  Package must be picked up within 24 hours from the carrier holding the package.  If using FedEx Overnight or 2-Day, please leave the address of your official FedEx hub.  (FedEx Office, Walgreens, local postal centers, etc. are not official FedEx hubs.)