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FAQ
What is your return policy?
What are my shipping options?
When will my order ship?
When will I receive my order?
Do I have to be home for delivery?
How do I know when my order is shipped?
Can I place my order on live operator, or via email?
What should I do if my insect order appears to have arrived dead?
Can I track a shipment?
How do I contact your sales representatives?
Do you ship to all 50 states or internationally?
Q: What is your return policy?
A: All insects and products are backed by a 100% satisfaction guarantee. If you experience any problems with your order, please contact one of our sales representatives for credit and return information. Any insect claims must be made within 24-hours of the original delivery. Sorry, we cannot return any products not purchased online or from one of our sales members, those have to be returned back to the store where it was purchased.
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Q: What are my shipping options?
A: Currently we are shipping via FedEx. Our live insects have a full guarantee on overnight and 2-Day(when available) shipping only.
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Q: When will my order ship?
A: All live insect orders placed before 3:00 PM CT will be shipped same day for either next day or 2nd day(when available) delivery depending upon the method selected at checkout, Monday-Thursday (Google Checkout and Paypal orders funds must clear by 3:00 PM in order to be shipped the same day). Orders placed after 3:00 PM CT or Paypal & Google funds clearing after 3:00 PM CT will be shipped the following business day, Monday-Thursday. All orders placed after 3:00 PM CT or Paypal & Google funds clearing after 3:00 PM CT Thursday will not ship until the following Monday.
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Q: When will I receive my order?
A: Shipped overnight, your order should arrive by at least 5:00 PM, next day. Shipped second day, your order should arrive within two days. If your order is shipped via FedEx ground, please note it can take three to five days for your order to arrive. We do NOT recommend nor do we guarantee shipping live insects via ground shipping.
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Q: Do I have to be home for delivery?
A: No, we no longer require you to be home for delivery. In extreme temperatures, however, it is advisable to leave a ice chest or container of sorts for the driver to place the shipment in to guard against the elements.
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Q: How do I know when my order is shipped?
A: Provided with a valid e-mail address, we will be happy to send you a shipping confirmation that will include your total amount of purchase as well as a tracking number. Or, you can simply give one of our sales representatives a call after 4:00 PM CT, and we will provide you with that information.
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Q: Can I place my order on live operator, or via email?
A: You cannot place an order with our sales staff over live operator, the connection is not secure to transmit sensitive information. You can place an order by sending an email to our help desk, if you have ordered from our company before, as our server is not sercure enough to send sensitive information such as a credit card number or address.
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Q: What should I do if my insect order appears to have arrived dead?
A: During the summer months, if your order arrives dead, please contact one of our sales staff for credit or reshipping information. During the winter months, please give your insects at least three hours to warm before reporting any losses. When you receive your order, place them infront of a heat source, but not directly infront of a heater.
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Q: How do I track a shipment?
A: Provided with a valid email address, we will send an e-mail on the same day your order ships, that will contain a tracking number. From there, you may visit FedEx to track the order. If you do not have an email address, you may call our offices after 4:00 PM CT to receive a tracking number.
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Q: How do I contact your sales representatives?
A: Our sales staff is on hand Monday - Friday, 8:00 AM - 5:00 PM CT. You may contact us by phone, 1 800 735 8537, by email, or by live chat during those hours. After 5:00 PM CT, on weekends, or holidays you may contact us by email, or you may leave a message and we will return it as soon as possible.
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Q: Do you ship to all 50 states or internationally?
A: No, currently we only ship to the 48-contiguous United States. We do not ship to Alaska or Hawaii
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