Let’s keep it simple: when you order live insects online, the only thing that matters is that they arrive... well, alive!

No drama. No surprises. Just healthy, happy critters at your door, every time.

At Crazy Critters we go out of our way to make that happen:

• minimal handling—critters don’t like stress and neither do we.
  
  
• ventilated boxes and warning labels—because some people need a reminder.
  
  
• oversupply up to 20%—in case a few don’t make the trip.
  
  
• weather checks (our local weather, not yours)—extreme heat or cold is a no-go.
  
  
• afternoon drop-offs—straight onto trucks, avoiding the post office hold-up.
  

Because of all that, we confidently back every order with a 100% Live Guarantee*.

But our Live Guarantee does have limitations...

The Fine Print:

Even with all our care, some things are beyond our control:

We check our local weather—not yours.

If it’s looking questionable here, we’ll hold off on shipping until conditions improve.

Unfortunately, we don’t have a crystal ball (or a nationwide weather monitoring team), so keeping tabs on what’s happening in your local area, weather-wise, is up to you.

Live insects aren’t built for heatwaves or cold snaps, so if your local forecast is doing something dramatic while your order is in transit, things may not end well.

If your critters don’t survive the journey because of your local weather, our Live Guarantee won’t apply.

To be clear: when assessing claims, we’ll look at your local temperatures. If things were too hot, cold, or otherwise unfriendly, our Live Guarantee politely steps aside—no compensation for casualties.

Critters left in the mailbox or on your doorstep, surviving on sheer hope and luck?

We call that an unattended delivery.

Same goes for critters delivered to a PO Box or a commercial address.

We try to minimise issues by labelling everything and asking Australia Post to be gentle, but unattended deliveries are out of our hands.

Want the Live Guarantee to cover your order? Keep an eye on your tracking and be ready to accept delivery—your critters will appreciate not being left to fend for themselves.

Please note: we don’t control when or how Australia Post delivers your parcels.

We rely entirely on their tracking info to figure out what actually happened—whether someone accepted the parcel in person (“Delivered”), it was left alone somewhere (“Left in a Safe Place”), or it went on a little sightseeing tour (“Delayed Delivery”).

That’s how we decide if your claim qualifies for our live guarantee.

And just so there’s no confusion: if there’s any drama or dispute about what Australia Post says happened (e.g. “Left in a Safe Place” but you insist you personally received it), that’s between you and them.

Sadly, we don’t have a backstage pass to the postal system, so we can’t argue with their tracking notes.

Also known as a polite, and well-meant reality check...

Our Live Guarantee covers things that happen under normal shipping conditions, despite our best efforts—not wild weather, abandoned deliveries, or the daring assumption that insects can survive purely on wishful thinking.

If you live somewhere hotter than the sun, colder than your freezer, or can’t be home to accept your delivery and decide to “see what happens,” well… don’t be surprised if the Live Guarantee politely sits this one out.

As a small business, we can’t assume all the risk—Mother Nature, Australia Post, and general bad luck are tough to manage.

A quick side note on “Express Post”—yes, it’s faster, but let’s keep expectations realistic:

• it doesn’t mean we’ll drop everything to pack and dispatch your order immediately, especially on a day that isn’t a shipping day.
  
  
• it doesn’t guarantee next-day delivery—timing depends on your location and Australia Post service availability.
  
  
• it doesn’t guarantee delivery within the same week—dispatch depends on when you actually placed your order.

Basically, it offers the “fastest” delivery time… after your order has actually been packed and sent.

We like our critters. We like our customers.

We try insanely hard to get our critters to your door in perfect condition.

But sometimes, Mother Nature, Australia Post, or your own busy schedule conspires against us.

Track your parcel, cross your fingers and be ready when it arrives... sometimes survival is a team effort.


Questions? Try the FAQs first.

Complaints? Make them witty.

Feedback? We live for it.

If your insects arrive looking like a crime scene, here’s what to do:

1. Complete the Live Guarantee Claim Form within 24 hours of delivery.
   
   
2. Include photos showing more than 20% of the insects didn’t make it
   
   (remember, we oversupply to cover “oops” moments).

Skip either step, and your claim won’t even get a second glance.

If approved, we’ll offer a refund, replacement, or store credit (for the affected critters)—but shipping costs are not included.