We do guarantee live delivery of our crickets. If an excessive amount die in transit, you must let us know within 72 hours of delivery. We will, at our discretion, issue a refund for the value of the lost crickets or send a replacement.
We will, at our discretion, issue a refund for the value of the lost crickets in cases of partial losses. We will, at our discretion, ship a replacement box of crickets if the entire box is lost.
If there are any other issues with your order, such as a problem with size or quantity, you must let us know within 72 hours of receiving your order.
We DO NOT guarantee live delivery in the following situations:
-They are left at the post office for longer than 24 hours after they are available for you to pickup.
-They are not delivered on the first attempt.
-You tell the post office to leave them in an outdoor area.
You may, at our discretion, be required to provide photographic evidence of your claim.
Cold Weather Requirements
We guarantee live delivery of crickets to any location where the overnight low temperature is above 25 degrees Fahrenheit. We do not guarantee live delivery if overnight lows are below 25 degrees in Atlanta, which is the postal facility our crickets travel through.
If the temperate is below 25 degree Fahrenheit at the final destination or in Atlanta, you have the option to have the crickets shipped without the live delivery guarantee. You may also have them held for up to 7 days from the original ship date to see if the weather improves. If the weather does not improve, you can have them shipped or have the order cancelled.
We use temperature information gathered from accuweather.com to make temperature determinations.
These policies apply to all orders, including subscription orders.
If you need to make a claim on your live delivery guarantee, please complete a refund or replacement request.