Our Guarantee

We guarantee live delivery on all orders
when the requirements listed on this page are met.
Please read this info carefully!

GUARANTEE COVERS PRODUCT AND FREIGHT
Our live delivery guarantee will apply ONLY to orders that are shipped using an OVERNIGHT service; however, during certain time periods this guarantee may not apply to overnight shipments due to extreme temperatures (see Extreme Weather Policies below). Any orders shipped via a 2-Day or Ground service are NOT guaranteed.

We no longer charge full freight on replacement shipments, but rather only a small $5.95 Replacement Processing Fee per order (not per thousand crickets). If your shipment meets the guarantee requirements herein and arrives dead or damaged or is lost in transit we will replace your shipment - product and shipping - for only $5.95.

EXTREME WEATHER POLICIES - PLEASE READ CAREFULLY
As long as temps stay below 95º F and above 25º F normal guarantees apply. Upon checkout from our web store you are presented with a Weather Guarantee Waiver check box. Checking the box indicates that you understand your shipment will NOT be guaranteed if the temperature rises above 95º F or falls below 25º F in your area while your shipment is in transit (check your local weather forecast HERE). If you are not willing to accept the risk for your shipment, please wait until weather conditions become more favorable before placing your order.

During the winter months, anytime your insects arrive cold or appear to be lifeless, place the box in a warm area (80º F if possible) and inspect after about an hour. The insects may just be chilled and may be fine once they warm up.

WE MUST BE NOTIFIED PROMPTLY
If you receive a shipment that is dead or damaged e-mail websales@ghann.com immediately with the word "REPLACEMENT" in the subject line. We must be notified within 24 hours of package delivery in order to consider replacement. Problems communicated to us more than 24 hours after delivery are NOT eligible for replacement. In the case of a lost or missing shipment please notify us within 24 hours after the anticipated delivery date so that we can issue a tracking alert on your package. If it does not arrive in good condition you will be eligible for a replacement.

DELIVERY MUST BE RECEIVED BY A PERSON
Someone must be present to receive and inspect the package when it is delivered. If you are not going to be home consider having your package shipped to your workplace, a neighbor who might be home, etc. If the carrier reports delivery as "left at door", etc., the package will NOT be guaranteed and you will NOT be eligible for a replacement.

EXCEPTION - we know that occasionally delivery personnel might leave a package without knocking. If you are expecting a delivery, please check your doorstep frequently to see if an unannounced delivery has been made. If you have a DOA shipment, and you e-mail us within one hour of the delivery, we will make an exception to our policy and offer a replacement even if the delivery info states that the package was left at the front door without personal receipt. Your e-mail MUST be received by us within one hour of the recorded delivery time for this exception to apply.

PACKAGE MUST BE ACCEPTED AS DELIVERED
Even if a package is damaged or the insects inside appear to be dead, always accept the shipment - do not refuse a package under any circumstances. REFUSING A PACKAGE WILL VOID YOUR GUARANTEE AND YOU WILL NOT BE ELIGIBLE FOR A REPLACEMENT.

After accepting your shipment, if the product is dead or damaged e-mail websales@ghann.com immediately with the word "REPLACEMENT" in the subject line. We must be notified within 24 hours of package delivery in order to consider a replacement. Problems communicated to us more than 24 hours after delivery are NOT eligible for replacement.

NO US POSTAL SERVICE SHIPPING
US Postal Service delivery is not as reliable as private carriers for live products. Packages cannot be tracked during the delivery process and are sometimes completely lost. Therefore, we do not ship via the US Postal Service.