Live Arrival Guarantee Policy

In the rare of case of Dead On Arrival (DOA) please:

1. Take clear photos of the invertebrate(s) in the unopened bag within 2 hours of the first delivery attempt or pick-up.

2. Email them to 

3. Claims due to packages being left outside for extended periods of time in extreme temperatures will be void. 

4.The shipment must be sent to the correct delivery address, and not forwarded to another address unless the package is delivered on the same day. Forwarding of packages will usually result in an extra day or more in transit and will void our Live Arrival Guarantee. If UPS or USPS forwards your shipment in error, we do cover that type of mistake. 

5. A Refund or Gift Card will be issued for the cost of lost invertebrate(s) only. If a replacement is requested instead of a refund, we will invoice you the shipping cost for the replacement.