Live Arrival Guarantee

NutriCricket carefully packs and ships live feeders using delivery service targeted to arrive within two business days. Eligible live-feeder orders are protected by our Live Arrival Guarantee under the conditions below.

If Your Feeders Do Not Arrive Alive

Contact NutriCricket within 24 hours of the carrier-recorded delivery time.

Your claim must include:

  • Your order number or tracking number

  • Clear photographs of the exterior packaging

  • Clear photographs of the shipping label

  • Clear photographs showing the condition of the package contents

  • A brief description of the issue

Please retain the original packaging and contents until your claim has been reviewed.

Claims received more than 24 hours after recorded delivery are not eligible for the guarantee.

One-Time Reshipment

When an eligible claim is approved, NutriCricket will offer one replacement shipment of the affected live feeders for a $9.95 reshipment fee.

The replacement is limited to one shipment per eligible order. The $9.95 fee helps cover the processing, packaging, and delivery of the replacement.

Replacement products and quantities are subject to availability. NutriCricket may provide a comparable substitute when the original feeder is unavailable, with the customer’s approval.

The Live Arrival Guarantee provides a reshipment and does not provide a cash refund unless required by applicable law.

Hot-Weather Exclusion

Live shipments are not guaranteed when the forecasted temperature at the delivery destination is above 95°F on the scheduled delivery date.

If a customer chooses to place or receive an order under these conditions, the order is shipped at the customer’s risk. Feeders that arrive deceased under these conditions will not be refunded, credited, or replaced.

Guarantee Exclusions

The Live Arrival Guarantee does not apply when loss or damage results from:

  • A claim submitted more than 24 hours after delivery

  • Temperatures above 95°F at the delivery destination

  • An incorrect, incomplete, or undeliverable address

  • A customer-requested address change after shipment

  • Refusal of the shipment

  • Failure to retrieve or open the package promptly

  • The customer not being available to receive the package

  • An apartment, business, mailroom, or receiving office refusing the package

  • The package being forwarded or redirected without NutriCricket’s approval

  • Failure to provide the required photographs and order information

  • Mishandling, improper care, or exposure after delivery

  • Circumstances showing that the feeders arrived alive but died after delivery

Carrier delays will be reviewed individually based on tracking information, weather conditions, delivery circumstances, and the evidence submitted with the claim.

Receiving Your Live Feeders

Track the shipment and bring it indoors immediately after delivery. Open the package promptly and follow the care instructions provided for the feeder species.

Do not leave live feeders outdoors, inside a mailbox, in a delivery locker, or in a hot or cold vehicle.

Claim Review

Submitting a claim does not automatically guarantee approval. NutriCricket will review the tracking record, weather, photographs, order information, and delivery circumstances before determining eligibility.

Approved claims are resolved according to the one-time reshipment terms above.