100% Live Guarantee

We understand the most important part of ordering live insects online is that they arrive, well... Alive! 

Crazy Critters guarantee our live insects will arrive at your door healthy and alive, every time!

We are committed to ensuring you receive your order in the best condition, by:

• using processes that avoid excessive handling, reducing stress on our insects, ensuring their health remains of high quality;
  
  
• carefully packing our live insects with enough food to provide sufficient nutrients and moisture in transit;
  
  
• using boxes with adequate ventilation for airflow and labelled to ensure appropriate handling;
  
  
• oversupplying our insects (up to 20%) to account for any small losses in transit, so you can be certain you're receiving the right numbers;
  
  
• assessing our local weather forecasts to ensure appropriate conditions for shipping; and
  
  
• delivering orders to the post office later in the afternoon, where they are loaded directly onto trucks (i.e. not stored at the post office all day).

It's the confidence we have in our packing and shipping processes that allows us to offer our customers a 100% Live Guarantee on all orders.

Please note our Live Guarantee does have limitations. 

Limitations

We take every precaution to ensure your live insects arrive in the best condition possible; however, some things are beyond our control.

The most common issues that arise with ordering live insects include:

• weather extremes
  
  
• unattended delivery
  

While we aim to provide only the best quality feeder insects, it is important to understand the delicate nature of sending live insects by post, especially during the warmer months of Summer.

In the event our local weather forecast indicates temperatures that fall outside of acceptable shipping conditions, we will delay sending customer orders until the weather is more suitable. However, it is the responsibility of the customer to assess their local weather conditions before placing any orders for live insects.

We simply do not have the resources to assess various local areas, to determine if the forecasted weather conditions may be a potential issue, before sending customer orders.

This means, before placing an order, you will need to consider the risk of live insects overheating in transit, based on your local weather conditions, for the entire time your order is expected to be in transit. 

Please note, any forecast demonstrating high temperatures within the general vicinity of the delivery address, while an order has been in transit, will automatically void our Live Guarantee and no compensation will be offered for losses incurred as a result.

In situations where the delivery address is unattended at the time of delivery, we cannot offer any guarantee as to the condition of the live insects as these factors are beyond our control.  

To try and minimise this issue, all Crazy Critters shipping boxes are labelled warning the contents are live insects, directing them to be placed in a cool place away from direct sunlight.

However, any orders left at your delivery address or returned to the post office awaiting collection become the customer's responsibility.  

Please note, we rely on the tracking history details available to us at the time of processing a live guarantee claim to help us assess any potential compensation. As such, we do not offer a refund or replacement for orders marked as "left in a safe place" by Australia Post. 

Making A Claim

If there is an issue with your order, please complete and submit our

You will also need to provide photos of the product condition.

We will respond as soon as possible with the outcome of your claim.  

To rectify substantial losses, we offer store credit, replacement, or refund (at the discretion of Crazy Critters); and we endeavour to resolve the issue as quickly as possible. 

Please note that refunds are offered for the cost of the affected product/s only, this does not include shipping fees. 

If you have any questions about our 100% Live Guarantee, please contact us.

We appreciate our customers' feedback
as this helps us to continually
improve our products and services.