SHIPPING/LIVE ARRIVAL GUARANTEE POLICY
SP.1.01: We guarantee live arrival for all domestic orders if the destination’s temperature is between 50-75 degrees Fahrenheit at the time of arrival.
SP.1.02: For domestic expedited shipping (USPS Priority Mail) orders, we guarantee live arrival if the destination’s temperature is between 30-95 degrees Fahrenheit.
SP.1.03: All orders placed from Alaska or Hawaii are only eligible for Live Arrival Guarantee (LAG) if “Expedited” was the chosen shipping method at checkout.
SP.1.04: All orders placed outside the U.S. are not eligible for Live Arrival Guarantee (LAG); however, we will do everything we can to ensure the animals arrive alive and healthy. We encourage our customers from outside the U.S. to choose the fastest shipping option at checkout. We have had a 98% survival rate for all orders placed internationally with 1 or 2-day shipping options.
SP.1.05: If an order has been shipped, packaged, or delayed due to no fault or choice of the fulfillment team (i.e. invalid addresses), we are unable to process any shipping changes.
SP.2.01: We provide extra insulation and heat/ice packs at no extra cost to the buyer depending on their local temps at ETA. If the destination temperature is not within the Live Arrival Guarantee (LAG) range, we will do as much as we can to help ensure you receive your purchase alive and healthy.
SP.2.02: If for any reason you have deceased isopods, we require pictures within two hours of the time of delivery. For isopods, you will need to spread out all the isopods on a sheet of paper either all upside down or with a needle or pin through their bodies and take a photo. If you contact us after two hours from the time of arrival we cannot guarantee live arrival and it will be your responsibility past that point.
SP.2.03: If your order was eligible for Live Arrival Guarantee (LAG) and you followed the steps in SP.2.02, you may request that we ship you a replacement package or give you a refund for the deceased products. We will do whichever is most convenient for you. To do so, please contact us at firstname.lastname@example.org
PLEASE NOTE: We ship all orders Monday-Thursday and will often ship on Friday depending on your location. We always want our customers to be satisfied and by shipping Monday-Thursday we ensure the packages are not held up over the weekend and you receive your purchase alive and healthy. If you place any orders after Thursday evening be prepared to wait until the next Monday for your order to be shipped out.
SP.3.02: Our Live Arrival Guarantee (LAG) policy does NOT cover shipping costs.