Store Policy

By completing a purchase, you acknowledge that you have read and agree to the policies below.

LIVE ARRIVAL GUARANTEE (LAG) — CATEGORY OVERVIEW

🌱 Plants — LAG

  • Issues must be reported the same day the plant arrives.
  • Destination temperatures must be above 50°F.
  • Plants ship separately from other items.

🪱 Isopods & Springtails — LAG

Shipping Options: FedEx 2‑Day or FedEx Overnight

  • FedEx 2‑Day: LAG applies only when held at a FedEx Hub for pickup.
  • FedEx Overnight: LAG applies when issues are reported within 2 hours of home delivery.
  • Hold for Pickup: Extended LAG applies if issues are reported the same day the package arrives.
  • All Hold for Pickup orders must be picked up the same day.
  • All claims require clear photo/video evidence on the day of arrival.
  • Home delivery is covered only with FedEx Overnight.
  • Overcounts are included; LAG covers only the purchased quantity.

🪳 Feeder Insects — LAG

  • Mealworms, roaches, and superworms ship via USPS Priority/Express & UPS.
  • Feeders ship separately from other live animals.
  • LAG applies only when destination temperatures are 40°F–90°F.
  • Issues must be reported same day with photo/video evidence.

🐟 Aquatics (Fish, Shrimp, Snails, Crayfish) — LAG

  • Ships UPS Overnight directly from our partner facility.
  • Issues must be reported within 2 hours of delivery.
  • Clear photo/video evidence is required.
  • Someone must be present at delivery.

ADDITIONAL POLICY DETAILS (APPLIES TO ALL LIVE ARRIVAL GUARANTEES)

Shipping Schedule

  • Live animals ship Monday and Tuesday only.
  • Orders placed Tuesday ship the following Monday.
  • This ensures safe transit and reduces carrier delays.

Weather & Temperature Requirements

  • LAG is valid only when destination temperatures are 40°F–90°F (unless otherwise noted).
  • We may delay shipping during unsafe weather.
  • Heat/cold packs included at no extra cost when needed.

Evidence Requirements

To qualify for LAG:

  • Provide clear photo/video evidence of DOA animals.
  • Submit evidence:
    • Same day for Hold for Pickup
    • Within 2 hours for home delivery (where applicable)

Incorrect Address

  • LAG is void if an incorrect or incomplete shipping address is provided.

Overcounts

  • Many live invertebrates ship with an overcount.
  • LAG covers only the purchased quantity, not extras.

DRY GOODS RETURN POLICY

  • Ships within 1–2 business days.
  • Returns accepted within 7 days at buyer’s expense.
  • Items must be returned in the same condition received.
  • Refund issued after inspection.

SHIPPING RESTRICTIONS

We ship live animals within the United States only, excluding:

  • Alaska
  • Hawaii
  • U.S. Territories

SPRINGTAIL CULTURE PACKAGING

  • Cultures ship in one cup until counts exceed 500.
  • If you prefer multiple cups, request this at checkout or email us.

FINAL NOTES

  • All sales are final.
  • We are not responsible for postal delays or mishandling, but we will always do our best to ensure a positive experience.