How does the shop process work?
Please start by requesting a quote of any and all species you’re interested in. We will respond with adjusted pricing based on your order total. The more species and higher quantities you’d like, the better deals we can likely offer. We may need additional information, such as your preferred shipping method and your location.
Our quote-first method ensures that we can fulfill any order placed, that we are providing the best pricing possible, and that you are made aware of any bulk discounts or expo deals!
Every order is guaranteed overcounts, and orders over $99 always come with a free gift. Overcounts are at least 5+1, 10+2, 25+3, 50+4, 100+5.
What days do you ship?
We ship Mondays, unless otherwise indicated, to avoid any live animals getting stuck in transit over weekends or holidays. The cutoff time for new orders is 10:00 a.m. every Monday.
The shipping process can be stressful for live animals, so we do what we can to ensure smooth transit for them. We aim for them to spend as little time as possible in complete darkness getting tossed about. We highly encourage all orders with live animals be held for local pick-up, as most fatalities occur on the delivery vehicle.
What method of shipping?
All live animals are shipped through FedEx, UPS, or USPS. Isopods and springtails may be shipped Priority, 2-Day, or Overnight. Reptiles and sensitive isopods are shipped exclusively 2-Day or Overnight. Please see the LAG page for more info.
Botanicals, dry goods, and feeder insects are typically shipped through USPS priority mail, with an estimated delivered within 3 to 5 business days.
The shipping carrier used is at our discretion and is based on the variables of your order. If you have a preference, you must notify us BEFORE you order. We will do what we can to accommodate specific requests.
Important: If temperatures are above 80F or below 40F, we reserve the right to hold the order up to our max handling time of 7 business days. For the sake of the animals, we will aim for the best climate window within this timeframe. Please note all animals are packaged with care, with heating and cooling elements as needed to ensure safe arrival. These items help, but they’re not enough for extreme temperatures.
Is there a Live Arrival Guarantee (LAG)?
Yes, please visit this LAG page for full details. We offer LAG on all Overnight & 2-Day orders. In order to receive refund or replacement in the unfortunate death of animals, we have specific requirements.
- Package MUST be held at a temperature-controlled USPS, UPS, or FedEx hub for pick-up if your area temps are outside 40-80F.
- Package MUST be picked up within ONE HOUR of arrival at hub, or immediately at home.
- Package MUST be video recorded during unboxing.
- Customer MUST contact us within ONE HOUR of package pick-up with video proof of dead animal(s).
For direct door LIVE ARRIVAL GUARANTEE, your temperatures must not be forecast below 40F or above 80F.
Please note that most insects and crustaceans are already provided with an overcount. As long as the minimum order is met, LAG will not apply for additional dead-on-arrival (DOA). Example: I ordered a 5 count of Shiny Gators. I received a 5+1 count, and one was DOA. LAG will not apply, because I received the 5 that I ordered.
What does Hold for Pick-Up mean?
It’s in the best interest of your new animals to ship via hold for pick-up. This will hold your package at your nearest shipping hub until you’re able to pick it up. Most facilities will hold a package up to 5 days. We recommend retrieving your package as soon as possible. You MUST pick up within 1 hour for the Live Arrival Guarantee policy.
Please note that a hold for pick-up does not necessarily mean LAG applies. LAG is only applicable for 2-Day and Overnight shipping methods.
No Returns. No Refunds.
With very few exceptions, we follow our Live Arrival Guarantee process. Once you order animals, you will receive animals.
Shipping charges are nonrefundable. We cannot control whether a box makes it on the date indicated once it’s in transit. We rely on FedEx, UPS, and USPS, and you may file a claim with any. If you receive DOA’s, the LAG policy as outlined above still applies.
Unclaimed packages returned to sender are not refundable.
Why won’t you deliver to my Door/P.O. Box?
We typically mark animal packages to hold for pick-up because it’s the safest method. Isopods, springtails, feeder insects, and reptiles are sensitive to extreme cold and heat, and may quickly expire if left in the elements. Often, delivery trucks are subject to those extreme temperatures as well, so the transit can be just as dangerous as the delivery. So whether in transit or delivered, a package left in heat or cold causes extreme stress and often death.
I don’t care, I want my package delivered direct.
We will do direct door delivery if your temperatures range between 40-80F. Please understand the best way to ensure your package’s survival is to be ready at your door to receive the animals directly.
We will make every effort to ensure live arrival, but door delivery is simply too high a risk if temps fall outside our indicated safe range. Holding for pick-up is no additional cost, and you’d be 100% covered if there are any issues with the delivery process. We reserve the right to cancel any order in the event of extreme temperatures where door delivery is determined too great of a risk, and hold for pick-up is refused.
I want my package delivered to a P.O. Box.
We can send dry goods to a P.O. Box, but live animals must be held for pick-up at your local facility. We will not deliver live animals to a P.O. Box under any circumstance.
Do you ship to my State/Country?
We ship to all US states except Florida, Hawaii, and Alaska.
We do not ship to US territories (ex. Puerto Rico) or other countries.
Are you authorized to sell isopods?
We hold a PPQ 526 Permit, which authorizes us to sell and ship isopods across state lines.
Need help?
Contact us at [email protected] for questions related to LAG, refunds, returns, and shipping.