Shipping policy

We do have a strict no return policy for all orders.

✅ I received the wrong item
If you received an incorrect item, please contact us through our Contact page.
We’ll do our best to resolve the issue as quickly as possible.

✅ My order arrived damaged
We are not responsible for lost or damaged packages once they are handed over to the shipping carrier.
However, if your order does not arrive, please contact us and we’ll do our best to assist you.

✅ Can I change or cancel an order after I've submitted it?
Order changes or cancellations can only be made before the package has been handed over to the shipping carrier and before a tracking number has been generated

✅ DOA (Dead on Arrival) Policy
We take great care in packing and shipping all live insects to ensure they arrive safely.
However, because we cannot control shipping conditions, please review our DOA policy below carefully.

DOA Guarantee

- The destination temperature must be between 60°F and 85°F (15°C–29°C) at the time of delivery.
- DOA coverage applies only to USPS Priority and Express shipments.
- If the temperature is outside this range, DOA coverage is valid only for USPS Hold for Pickup orders.
- We do not guarantee live arrival for shipments sent via other methods or when the package is left outdoors after delivery.

📸 Claim Instructions

If your order arrives DOA:

1. Please contact us within 3 hours of the delivery timestamp shown by USPS.
2. Include clear photos or video evidence of the unopened shipping box and the affected insects.
3. Once verified, we will offer a refund or replacement at our discretion.
(Shipping fees are non-refundable.)

⚠️ Important Notes

- Failure to follow these steps may result in loss of DOA coverage.
- We are not responsible for delays caused by carriers, incorrect addresses, or missed deliveries.
- By placing an order, you acknowledge and agree to these DOA terms.