In appreciation of your business any xtra shipping costs is on us when shipping feeders. Roach chow and other supplies will be charged actual shipping costs. (if we find you have overpaid shipping costs, we will refund you any overcharges) We'll send your package USPS, well packed in a net or cotton bag, inside a vented box, or with a heat/cold pack if necessary at no xtra charge. No need to open box in a tub unless box appears damaged. No shipping to Florida or outside the continental USA.
Please note, we will only be shipping on Monday, Tuesday, Wednesday and Thursday when delivery address is outside the state of Missouri....if in the state we will ship on Friday also assuming we aren't traveling to vend a reptile show that day.
We will not ship bugs when temps at the origination or destination address is forecasted to be 30 degrees or colder. We will only utilize "Hold for Pickup" when temps are forecasted to be in the 40s....you'll have to pick the package up at your local Post Office. We strongly suggest you request the USPS "Hold for Pickup" service anytime you are concerned about cold temperatures in your area or won't be home to accept delivery.
We will include heat packs free of charge when necessary. We want your critters insect/worm food to arrive when you need it, alive and robust. Others claim great customer service by replacing DOA orders.....we think it's best to do it right the first time!
We insure all of our packages against loss or damage through USPS. If the problem lies with the Post Office, you will need to file an insurance claim to recoup your money. We are glad to help facilitate the process, but often they require the claimant to present the damaged goods or contents to your local Post Office for inspection. We obviously can't do that since we aren't anywhere near your local Post Office.
If you feel that we are the reason for any problem associated with your order, please send us a picture of any DOA bugs, (Dead on Arrival) along with the label on the shipping box within 1 hour of delivery time, as noted by the tracking number information provided by USPS.
We want you to be happy and pleased with your purchase from us. We hope you will return and do business with us again in the future. With that thought in mind, if we agree that we dropped the ball causing the problem, we'll reship them or refund your money ourselves. We add xtras to your order to compensate for a handful of DOA, but in 10+ years of shipping roaches issues of DOA have been few and far between.
As noted we have been shipping bugs for over 12 years and have learned from our mistakes, but we are not perfect. As the buyer you have a responsibility to your critters, and to us, to do your part to make sure the bugs we ship arrive alive at your door so they can eat them. Unfortunately, issues like no one being home to accept delivery, us not being informed that your weather is bad, or wrong address being typed/mistyped during our checkout process, are reasons we will not refund your money nor reship bugs. Please...please...help us make this a positive experience for you, us, and your critters....by informing us of any potential issues before they arise.
During checkout, use coupon code SAVE100 and save 10.00 dollars off of any order of 100.00 dollars or more!
We appreciate your business!
PLEASE, do your part to help insure your investment arrives at your home. Make sure your address is correct, pay attention to your weather and tell us if you want to delay your shipment until the weather is more cooperative. Have someone be home to accept the bugs upon arrival so they can open the package immediately and address any potential problems. As noted above our Arrive Alive Guarantee is dependent upon you to send us a picture of the package, the label, and any dead bugs within 1 hour of delivery....that is pretty much an industry standard.
And please, should a problem occur, be civil with us and representatives of the shipping company. I have found over the last 25 years when we began selling on eBay, that the vast majority of customer service reps from the shipping companies truly want to help solve problems. I know that we want happy customers. But ultimately you have the sole responsibility of making sure your critters are fed, and your busy life isn't thrown into chaos because of a lost or delayed package. A lost package, a delayed package, dead bugs...it all sucks....but trying to find solutions is much more productive than venting your frustration to folks who are not personally responsible for creating the problem.
Customers have questions, we have answers. We'll display the most frequently asked questions, so everybody benefits.