We guarantee LIVE delivery on all orders
when the requirements listed on this page are met.
Please read this info carefully!
The VAST majority of all our shipments arrive alive and in good condition. In 2007 our total DOA rate on all crickets shipped was only 1.15%! Understanding and adhering to the shipping guidelines and procedures outlined here leads to successful deliveries - GUARANTEED!
GUARANTEE COVERS PRODUCT AND FREIGHT
If your order is Dead on Arrival, it is completely guaranteed and will be reshipped or a refund issued.
WE MUST BE NOTIFIED PROMPTLY
If you receive a shipment that is dead or damaged, you must email us immediately with the word "REPLACEMENT" in the subject line. We must be notified within 24 hours of package delivery in order to consider replacement. Problems communicated to us more than 24 hours after delivery are NOT eligible for replacement. In the case of a lost or missing shipment please notify us within 24 hours after the anticipated delivery date so that we can issue a tracking alert on your package. If it does not arrive in good condition you will be eligible for a replacement.
DELIVERY MUST BE RECEIVED BY A PERSON
Someone must be present to receive and inspect the package when it is delivered. If you are not going to be home consider having your package shipped to your workplace, a neighbor who might be home, etc. If the carrier reports delivery as "left at door", etc., the package will NOT be guaranteed and you will NOT be eligible for a replacement.
EXCEPTION - we know that occasionally delivery personnel might leave a package without knocking. If you are expecting a delivery, please check your doorstep frequently to see if an unannounced delivery has been made. If you have a DOA shipment, and you e-mail us within one hour of the delivery, we will make an exception to our policy and offer a replacement even if the delivery info states that the package was left at the front door without personal receipt. Your e-mail MUST be received by us within one hour of the recorded delivery time for this exception to apply.
PACKAGE MUST BE ACCEPTED AS DELIVERED
Even if a packaged is damaged or the insects inside appear to be dead, always accept the shipment - do not refuse a package under any circumstances. REFUSING A PACKAGE WILL VOID YOUR GUARANTEE AND YOU WILL NOT BE ELIGIBLE FOR A REPLACEMENT.
After accepting your shipment, if the product is dead or damaged e-mail us immediately with the word "REPLACEMENT" in the subject line. We must be notified within 24 hours of package delivery in order to consider a replacement. Problems communicated to us more than 24 hours after delivery are NOT eligible for replacement.
Standard Shipping Policy
Monday through Wednesday Shipping is our normal policy in order to insure delivery before the weekend. Orders received prior to 8:00am EST on Monday and Tuesday are shipped the same day unless you instruct otherwise. Orders received prior to 9am EST on Wednesday are also shipped same day to most areas.
All orders received after 8 am EST will be shipped the next business day. Orders received after 9 am EST on Wednesday will be shipped the following MONDAY unless Next Day Air is chosen as the shipping method. Thursdays are EXPRESS SHIPPING ONLY!! NO SHIPPING on Fridays.
We ship via UPS, DHL, Airborne, USPS and FedEx, selecting the carrier we believe will provide the best service for your particular area.
Special Delivery Instructions are often an accident waiting to happen. The carriers rarely read special instructions such as, leave inside porch on brown box. THEREFORE... we do NOT accommodate requests to put such instructions on packages and we ARE NOT RESPONSIBLE FOR PACKAGES THAT ARE NOT RECEIVED BY A LIVE PERSON AT TIME OF DELIVERY.
EXTREME COLD WEATHER RESTRICTIONS
Our special winter packaging is sufficient for short durations in moderately cold weather, but even with a guaranteed delivery service, we have no control over how long the shipment will be exposed to extreme cold on a delivery truck that may have no climate control. When the temperatures in your delivery area are predicted to have a HIGH of less than 32 degrees or a LOW of less than 20 degrees we CANNOT guarantee live delivery. Orders shipped under these conditions are at YOUR OWN RISK and are NOT eligible to receive refund or replacement.
EXTREME HOT WEATHER RESTRICTIONS
When temperatures in our area or your delivery area are above 95 degrees F we simply cannot guarantee the shipment and no replacements or refunds will be made for DOA's , regardless of shipping method chosen. If you want your shipment guaranteed for live delivery you should wait until conditions improve before having us ship your order.
We hope this information will help you understand the challenges inherent in shipping and delivery of live items.
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