Live Arrival Guarantee

At Moore and More Bugs, we work hard to ensure that every isopod, springtail, and feeder leaves our care healthy and arrives at your door in great condition. Because we’re shipping live animals and can’t control every step of their journey, we offer a Live Arrival Guarantee (LAG) under the conditions below.

Conditions for Live Arrival Guarantee

Our Live Arrival Guarantee applies only when all of the following conditions are met:

1. Correct Address & Safe Delivery Location

   • The shipping address provided at checkout is complete and accurate.

   • Packages delivered to the wrong address, old address, or incomplete address are not covered.

2. Timely Receipt of Package

   • Someone is available to receive the package at the time of delivery on the first delivery attempt, or

   • If shipped “Hold for Pickup,” the package is picked up the same day it arrives at the post office or hub.

3. Weather Conditions

   • Daytime highs and nighttime lows at the shipping and receiving locations are within a safe range (typically 35–90°F / 2–32°C).

   • If temperatures fall outside this range, you must add any recommended hot or cold packs and/or Hold for Pickup at checkout as instructed on our site.

4. Unboxing & Documentation

   • You must open the package as soon as possible after delivery.

   • If there is a problem, you must contact us within 2 hours of the scanned delivery time (or pickup time) with:

     • Clear photos of the shipping label

     • Clear photos of the unopened inner packaging

     • Clear photos of the animals in their cups/bags/containers

5. No Unauthorized Delays

   • Packages that are left outside, in a mailbox, on a porch, in a hot car, or otherwise delayed after delivery are not covered

What We Guarantee

If all of the above conditions are met, we guarantee:

• Live arrival of your animals on the first delivery attempt.

• If there is a significant loss (we expect the occasional isolated loss in a group of small invertebrates), we will:

  • Replace the lost animals on your next order, or

  • Issue store credit for the value of the lost portion, at our discretion.

We do not normally reship for very minor losses in large cultures if the culture is still healthy and viable.

What We Don’t Guarantee

Our Live Arrival Guarantee does not cover:

• Incorrect, incomplete, or outdated addresses provided by the customer

• Packages left outside, in mailboxes, or on porches after delivery

• Delivery delays or damage caused by the shipping carrier (USPS, UPS, etc.) outside of our control

• Losses due to extreme temperatures when recommended hot/cold packs or Hold for Pickup options were not selected

• Losses reported after the 2-hour photo and contact window

If your order qualifies for Live Arrival Guarantee:

• We will either:

  • Add replacements to your next order, or

  • Issue store credit for the affected portion of the order

We typically do not issue cash refunds for live arrival issues unless required by law. Our goal is to keep your cultures thriving long-term and support your setups, not just one shipment.

Shipping costs, hot/cold packs, and add-on services are non-refundable

Replacement & Store Credit Rules

If your order qualifies for Live Arrival Guarantee:

• We will either:

  • Add replacements to your next order, or

  • Issue store credit for the affected portion of the order

We typically do not issue cash refunds for live arrival issues unless required by law. Our goal is to keep your cultures thriving long-term and support your setups, not just one shipment.

Shipping costs, hot/cold packs, and add-on services are non-refundable.

What Customers Must Do

If there is a problem with your order on arrival, please:

1. Contact us within 2 hours of the scanned delivery or pickup time.

2. Include in your message:

   • Your order number

   • Photos of the shipping label

   • Photos of the unopened inner packaging

   • Close, clear photos of the affected animals

3. Let us know whether you prefer replacement on next order or store credit (final decision at our discretion, but we’ll try to work with you).

If you’re ever unsure, reach out sooner rather than later. We genuinely want you and your animals to succeed.

Note: This Live Arrival Guarantee applies to retail orders shipped within the United States. It is not legal or veterinary advice. Policies may be updated as we grow.

Shipping Policy – Live Insects & Microfauna

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We know shipping live creatures can be stressful, so we’ve designed our shipping process to keep your isopods, springtails, and feeders as safe and comfortable as possible during transit.

This Shipping Policy explains how and when we ship, what we recommend in different weather, and what to do if there’s a delay.

Shipping Methods & Carriers

We currently ship using:

• [Example] USPS Priority Mail (most common)

• [Example] UPS Ground / 2-Day (select areas)

Transit times typically range from 1–3 business days, but this is not guaranteed. Once a package leaves our facility, we rely on the carrier for final delivery.

Shipping Days

To protect live animals, we only ship on specific days of the week:

• Monday, Tuesday, and Wednesday for most orders

• We avoid shipping on Thursdays and Fridays to prevent weekend holds in carrier facilities

• Orders placed after our weekly cutoff will be shipped the following week

Exact cut-off times will be listed on our website or checkout page.

Hot/Cold Pack Rules & Weather Holds

Temperature is one of the biggest factors in safe delivery.

• When temperatures at origin or destination are:

  • Below ~35°F (2°C) → We may require or strongly recommend a heat pack and/or Hold for Pickup.

  • Above ~90°F (32°C) → We may require or strongly recommend a cold pack and/or Hold for Pickup.

If conditions are severe, we reserve the right to:

• Delay shipping until conditions improve

• Request a Hold for Pickup at your local post office or hub

• Contact you to confirm that you still want to proceed

If you choose to override our weather recommendations, our Live Arrival Guarantee may not apply.

Delivery, Holds, and Pickups

We strongly recommend:

• Having someone available to receive the package at the time of delivery, or

• Choosing Hold for Pickup so your animals wait safely indoors at a carrier facility instead of on a porch or in a mailbox.

Packages left outside, in mailboxes, or in vehicles can quickly reach unsafe temperatures even if the forecast looks mild.

What to Do If Your Package Is Delayed

Carrier delays can happen and are outside of our control. If tracking shows your package is delayed:

1. Monitor the tracking updates closely.

2. If your package seems stuck or misrouted, contact the carrier first with the tracking number.

3. If the package arrives and animals are in poor condition, document everything:

   • Photo of the shipping label

   • Photo of the unopened inner packaging

   • Photos of the animals themselves

4. Contact us within 2 hours of delivery or pickup so we can determine what support we can offer under our Live Arrival Guarantee and policies.

We cannot guarantee live arrival when delays are significant and weather is extreme, but we will always do our best to work with you.

How We Package Your Order

We pack every order with care using:

• Appropriate ventilated containers for each species

• Packing material to cushion and stabilize during transit

• Insulation and heat/cold packs when required or purchased

• Clearly labeled boxes to indicate live contents

Our goal is to balance animal safety with eco-friendly packaging wherever possible.

Shipping Area

We currently ship to:

• [Example: “The contiguous United States (lower 48 states). We do not currently ship to Hawaii, Alaska, or internationally.”]

Check our site for the most current shipping restrictions.

By placing an order, you acknowledge that you have read and agree to this Shipping Policy and our Live Arrival Guarantee.

Refund & Replacement Policy – Moore and More Bugs

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Because we ship live animals, our refund and replacement policies are a bit different from typical retail shops. This policy explains when we offer replacements, store credit, or refunds, and when we are unable to do so.

General Policy Overview

By placing an order with Moore and More Bugs, you agree to:

• Our Live Arrival Guarantee

• Our Shipping Policy

• The refund and replacement rules outlined on this page

Our primary goals are to:

1. Protect the welfare of the animals

2. Treat our customers fairly

3. Protect our small business from unreasonable loss

Live Animals (Isopods, Springtails, Feeders)

Because live animals cannot be returned and resold, all sales of live animals are generally final, with the following exceptions:

We may provide replacements or store credit when:

• The order meets all conditions of our Live Arrival Guarantee, and

• There is a verified and significant loss upon arrival

In those cases, we will:

• Add replacements to your next order, or

• Issue store credit for the affected portion of your order

Cash refunds for live animals are not standard and are only issued at our discretion or when required by law.

Non-Live Products (Supplies, Decor, etc.)

If/when you sell supplies:

You may decide something like:

• Unused, unopened non-live products (substrates, leaf litter, décor, etc.) may be eligible for return within 14 days of delivery.

• Customer is responsible for return shipping unless we made an error.

• Once the returned item is inspected and approved, we can issue:

  • Store credit, or

  • Refund to original payment method (minus shipping)

Items that are used, opened, or not in resalable condition are not eligible for return.

(You can tighten or loosen this based on what you actually sell.)

Situations Not Eligible for Refund/Replacement

We typically cannot offer refunds, store credit, or replacements when:

• The shipping address provided was incorrect or incomplete

• The package was left outside, in a mailbox, or in a vehicle after delivery

• The customer did not follow instructions regarding hot/cold packs or Hold for Pickup

• The customer did not contact us within the required timeframe for Live Arrival issues

• The carrier caused severe delays or damage beyond our control and weather conditions were unsafe

• The customer changed their mind after the order was packed or shipped

Order Changes & Cancellations

• Before shipping label is created:

  • We will do our best to modify or cancel orders if you contact us quickly.

• After shipping label is created / order is packed or shipped:

  • Orders generally cannot be cancelled, especially for live items.

If we approve a cancellation, any non-refundable payment processing fees or costs already incurred (packing materials, labels, etc.) may be deducted from the refund.

Documentation Requirements

For any refund, replacement, or store credit request related to live animals, we require:

• Your order number

• Clear photos of:

  • Shipping label

  • Unopened inner packaging

  • The animals in their containers

We may ask additional questions about:

• How the package was stored after delivery

• Ambient temperature / shipping conditions

• How the animals were unpacked and housed

This helps us maintain fairness and improve our husbandry and packing processes.

Chargebacks

We want to resolve issues with you directly. Filing a chargeback with your bank or payment provider before contacting us makes the process slower and more difficult for everyone.

If you are unhappy with your order for any reason, please contact us first. In most cases, we can work something out within the clear boundaries of these policies.