live arrival guarantee- DOA are very rare but can happen. We do offer live arrival guarantee on FedEx and USPS priority orders. In order to qualify you must contact us with in 30mins of home delivery or within 1hr for pick up location retrieval.
Track your package at fedex.com or USPS.com opt for text notifications. Be sure to be available for delivery, Delays can happen. Keep in mind your package can deliver on sundays and holidays. If you wont be around on a certain date or time ask us to send your package to a hold location for pick up. Make sure your your address is correct when placing your order. If you need your package held for pick up please put a note when checking out or contact us immediately after order is placed. We are NOT responsible for any replacements, refunds, or store credit if you provide an incorrect address. Fedex charges $18 for an address correction after package has been sent. You will be responsible for the $18 fee if correction is needed. If there is any DOA due to address correction or delivery option changes we are not responsible for any refunds, credits, or replacements.
For pick up locations- Most fedex locations do not hold ground packages. Your ground package will be sent to the nearest hold location (usually a Walgreens)
Someone must be home for their delivery- If you’re not sure if someone will be home for their arrival send us a message stating you would like your package held for pick up. We will send to the nearest store to be held safely until you are able to pick up later that day. You are required to bring photo ID when picking up.
Dead on arrival claims- Dead on arrival claims- You must provide clear photos showing all the deceased Isopods in one photo. We may require additional photos. Do not discard until after we have contacted you and no longer require additional photos for your claim. After providing the needed photos and information you will receive replacements or store credit. No refunds will be provided. Dwarf whites play dead when startled. They should start moving again about 30secs after being disturbed. For DOA dwarf whites we will need video.