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
  

WEATHER EXTREMES

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.

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, we simply do not have the resources to assess the weather forecast for each destination, to determine if weather conditions may be a potential issue, before sending customer orders.

It is reasonable to expect that local residents would be aware of the upcoming forecast and the potential impact that extreme weather could have on the condition of live insects. For that reason, it is the responsibility of the customer to assess their local weather conditions before placing an order for live insects.

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, in instances where we find that local temperatures— within the general vicinity of the delivery address— exceeded reasonable limits for maintaining live insects, while an order has been in transit, our Live Guarantee will automatically be void and no compensation will be offered for losses incurred as a result.

UNATTENDED DELIVERY

Additionally, it is the responsibility of the customer to ensure they are available to accept the delivery of live insects. It is unreasonable to expect that live insects delivered to an unattended address, where they may be exposed to the elements, would remain unaffected.  For this reason, we do not accept responsibility for "unattended deliveries" where Australia Post indicates that parcels were left in a safe place.

Similarly, we cannot be held accountable for orders delivered to PO Boxes or commercial addresses, as the condition in which live insects are left is outside of our control.

While we try and minimise this issue by having all Crazy Critters shipping boxes labelled warning that the contents are live insects and direct them to be placed in a cool place away from direct sunlight; Ultimately, any orders left at the delivery address or returned to the post office awaiting collection become the customer's responsibility.

We recommend tracking your order closely and contacting your postal carrier if you are unable to receive the parcels immediately.

Please note, as we have no control over the timing or manner of delivery, we rely on Australia Post's tracking information, available to us at the time of processing a live guarantee claim, to determine the status of delivery—whether it was accepted "in-person" ("Delivered"), "unattended" ("Left in a Safe Place"), or delayed in transit. This information is used to help us assess eligibility for potential compensation.

Please also note, if there are any disputes regarding the information provided by Australia Post, the customer will need to address these directly with Australia Post before submitting a live guarantee claim. We are unable to intervene in disputes related to Australia Post's tracking information.

Considerations

Our Live Guarantee is designed to cover any deterioration of our product due to unexpected circumstances during delivery under usual conditions, addressing situations where the insects arrive in poor condition for reasons beyond our control.

As a small business, we cannot assume the full risk of shipping live insects to areas where customers are aware of very high temperatures or are unable to accept deliveries in a timely manner and choose to "see what happens."

Please note that while "express post" offers the fastest available delivery timeframes through Australia Post, it does not guarantee immediate packing or dispatch of your order. Additionally, "express post" does not guarantee next-day delivery, as delivery times may vary depending on factors such as location and service availability.

Issues such as delayed delivery or damage during transit are related to the services provided by Australia Post and can be addressed directly with them. Customers may seek compensation for these issues, provided they meet Australia Post’s terms and conditions.

We hope this provides clarity on our policy and we are grateful for your understanding as we continue to work within our capacity to deliver the best possible service. If you have any further questions or concerns, please do not hesitate to reach out.

Making A Claim

After reading our Live Guarantee Policy, if there is an issue with your order that you believe falls within the limitations of our policy and should be rectified, please complete and submit a live guarantee claim form by clicking the link below.

To ensure we can accurately determine whether an issue relates directly to the transport of live insects, the Live Guarantee Claim Form must be submitted immediately after delivery, and no later than 24 hours after delivery.

Additionally, the customer will need to provide clear photographs demonstrating that more than 20% of the insects were lost, as we already oversupply our product by up to 20% to account for expected losses during transit, given the stressful nature of shipping live insects.

If either of these conditions is not met, the Live Guarantee Claim will be rejected without further consideration.

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.

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as this helps us to continually
improve our products and services.