Shipping & Live Arrival Guarantee

SHIPPING METHODS

We ship live animals Monday through Wednesday only to avoid weekend delays. All orders are carefully packed in insulated styrofoam-lined boxes with seasonal heat or cold packs as needed.

FedEx 2-Day: $28 flat rate (available for common species and springtail cultures) FedEx Overnight: $49 flat rate (required for all premium species) Free Shipping: On orders of $200 or more for common species. On orders of $400 or more for exotic species.

Orders placed Monday through Wednesday will ship the same week. Orders placed Thursday through Sunday will ship the following Monday.

CARRIER DELAYS

Once a package has been picked up by FedEx, Creature Cache is not responsible for any delays, misroutes, or mishandling caused by the carrier. This includes weather related delays, mechanical issues, sorting errors, or any other disruption outside of our control. If a carrier delay results in a DOA, we will work with FedEx to file a claim on your behalf but we cannot guarantee a replacement or refund in these situations. We strongly recommend tracking your package and being available to receive it at the time of delivery.

EXTREME WEATHER SHIPPING

For temperatures above 85°F or below 45°F at either the origin or destination, we will only ship to a FedEx facility for customer pickup. This is not optional during extreme weather. We will route your package to the nearest FedEx location and provide you with the facility address and pickup instructions. You must present a valid photo ID to pick up your package. This policy exists to protect the health and safety of your animals. If you are unable to pick up from a FedEx facility during extreme weather, we will hold your order until conditions are safe for home delivery.

LIVE ARRIVAL GUARANTEE (LAG)

We guarantee live arrival on all FedEx shipments. In the event of a DOA, you must contact us within 1 hour of the delivery timestamp with photo or video proof of the deceased animals. We will issue a replacement or store credit at our discretion.

LAG is only valid when the following conditions are met:

Temperatures at both origin and destination are between 45°F and 85°F at the time of delivery. The package is received by the customer at the time of delivery. Packages left unattended on doorsteps, porches, or mailboxes are not covered. The shipping address provided is correct and complete. The package has not been refused, rerouted, or redirected by the recipient. There are no carrier delays beyond our control.

LAG does not cover animals that arrive alive but die after delivery. Once a successful live delivery is confirmed, the animals are your responsibility.

PACKAGING

Every order is packed with care in an insulated box with damp sphagnum moss, substrate, and leaf litter to keep your animals comfortable during transit. We include seasonal heat packs or cold packs as needed based on current weather conditions. We include an overcount on every order to cover any potential losses during shipping.

SHIPPING RESTRICTIONS

We ship to the continental United States only. We do not ship to Alaska, Hawaii, or internationally. We do not ship on Thursdays or Fridays to avoid packages sitting over the weekend. We reserve the right to hold shipments during extreme weather for the safety of the animals.

ORDER PROCESSING

Please allow 1 to 3 business days for order processing before shipment. You will receive a tracking number via email once your order has shipped. Please ensure your email address and shipping address are correct at the time of checkout. We are not responsible for packages sent to incorrect addresses provided by the customer.

QUESTIONS?

Contact us at orders@creaturecache.com