Policies

Live Arrival Guarantee:

All our animals come with a live arrival guarantee. While rare, occasionally isopods and millipedes don’t make it through shipping. We do everything we can to make sure they make it to you alive and well, but in the rare occasion of a DOA, please contact us within 2 hours of delivery (4 hours if held for pickup) and include photos as proof. These photos can also show us what caused the DOA and helps us improve! For this reason, we request that you please include the substrate and container in the photos as well.

LAG is voided by extreme weather, when it is above 90 degrees(f) or below 40 degrees(f), they must be held for pickup at your local post office for LAG to apply.

We honor LAG when DOA is caused by shipping delays! We don’t think it’s fair to you to lose out just because USPS takes an extra day or two. We package all live animals in ways that should keep them safe for longer than the estimated shipping times. However, we do NOT honor LAG if the delay is due to an invalid/incorrect address provided by the recipient. If you’ve been having issues with USPS delivering to you, request hold for pickup and we’ll send them to your local USPS location instead.

We will occasionally make exceptions so even if you’re outside of the LAG window or opted for home delivery when weather is too hot or too cold, contact us and we’ll do what we can to make it right.

Shipping:

To avoid weekend delays, we only ship Monday-Wednesday. All live animals and plants are shipped in insulated boxes through USPS priority shipping. Contact us if you’d like overnight shipping with FedEx or UPS.

All isopods are shipped in small escape-proof containers with substrate to keep them moist. All jumping spiders are shipped in small escape-proof containers and are freshly fed before being shipped. These containers are packaged in an insulated shipping box with cool or heat packs as necessary (we will check temperature predictions while choosing- these won’t always be necessary but there is never an additional charge for them). We fill the extra space with packing paper to make sure the containers don’t get shaken up during transit.