We ship live insects Monday through Wednesday to ensure your order does not sit in a carrier facility over the weekend. Live arrival is guaranteed when temperatures at both origin and destination are between 34°F and 90°F. A signature is required on first delivery — we cannot guarantee live arrival for packages held at a facility or redelivered. Photo evidence of any DOA insects must be submitted within 4 hours of the first delivery attempt.
📦 Live-Insect Arrival & Acclimation Checklist
Follow these steps as soon as your package arrives to give every insect the best chance of recovery.
- Inspect the outside of the box immediately. Check for crush damage, excessive heat, or cold before opening.
- Open in a controlled space. Work over a tub or enclosure so no escapees are lost.
- Separate insects by condition. Gently remove insects and sort them into three groups: active & healthy, stunned/slow, and unresponsive.
- Acclimate stunned insects before deciding. Place slow or motionless insects in a warm (75–85°F), ventilated container for 20–30 minutes. Many will recover — temperature stress, CO² buildup, and transit vibration can all cause temporary paralysis that looks like death.
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Stunned vs. dead — how to tell:
- Stunned: Legs may be curled or tucked; body is intact; slight movement or twitching may appear after warming.
- Dead: Body is discolored, soft, or has a foul odor; no response after the 30-minute warm-up period.
- Count confirmed losses after acclimation. Only insects that remain unresponsive after the full warm-up period count toward a DOA claim.
- Photograph confirmed DOA insects. Clear, well-lit photos are required alongside your order number.
- Submit your claim within 4 hours of first delivery. Contact us at the link below with your photos and order details.
Live-Arrival Guarantee & Proof Requirements
Our live-arrival guarantee applies when all of the following conditions are met:
- Temperature at origin and destination is between 34°F and 90°F at time of delivery.
- Package is accepted on the first delivery attempt — we are not responsible for losses due to held, rescheduled, or redelivered packages.
- Photo evidence of DOA insects is submitted within 4 hours of the first delivery attempt.
- Photos clearly show the insects alongside the shipping label or order number.
If all conditions are met, we will issue a replacement or store credit at our discretion. We do not offer cash refunds on live insects.
Ready to submit a claim? Contact our support team here.