Frequently Asked Questions

Please don’t hesitate to email us at at any time and we'll get back to you during our office hours from 9:30 am - 3:00 pm Monday to Friday.

Payment Terms

What Payment Methods Do You Accept?

We accept MasterCard, Visa and PayPal.

Can I Get A Tax Invoice For My Order?

Tax Invoices are now available for PDF download on the Order Confirmation page.

I forgot To Download My Tax Invoice, Can I Get Another Copy?

Order Invoices can be downloaded via the Customer Account Portal at any time.

Placing Orders

What Is The Best Time To Order If I'm An Interstate Customer?

ALL interstate orders must be placed before our cut-off time of 9:00pm Monday to be sent the same week.

What Is The Best Time To Order If I'm A Queensland Customer?

Queensland orders must be placed before our cut-off time of 9:00pm Tuesday to be sent the same week.

What If My Order Is Placed After The Cut-Off Time?

We try our best to accommodate customer orders that are placed late, however, we cannot guarantee your order will be sent the same week. Whether, or not, your order can be sent largely depends our current workload and staff capacity on the day.

Sending Orders

What Days Are Orders Sent?

Queensland orders are sent Tuesday & Wednesday each week; and Interstate Orders are sent on Tuesday each week.

When Will My Order Be Sent?

If your order was placed before our cut-off times it will be sent the same week. Otherwise, your order will be sent the following week.

Will My Order Be Sent The Day After I Order?

That depends when you place your order. We only send orders on Tuesday and Wednesday.

Does Express Shipping Mean My Order Will Be Sent Sooner?

No. All customer orders are sent express via Australia Post. We use this service as it offers the fastest delivery timeframes AFTER your order has been dispatched. This is to minimise the time your live insects are in transit.

How Do I Know If My Order Has Been Sent?

An automated "Shipping Confirmation" email is sent once your order has been lodged with the local post office.

Why Hasn't My Order Been Sent Yet?

If you placed your order outside our cut-off times it will be sent the following week.

Shipping & Delivery

When Will My Order Arrive?

You can view the progress of your delivery on the Australia Post website using the tracking number provided in your "Shipping Confirmation" email.

Why Did Only Part Of My Order Arrive?

Large orders may need to be packed into many boxes, to prevent live insects from overheating in transit, and to reduce overall shipping costs.

When Will The Rest Of My Order Arrive?

It is common for boxes from the same order to be separated at the Brisbane sorting facility. This means that your boxes may be delivered at different times and / or days.

When Should I Contact You About An Order That Hasn't Arrived?

Please keep in mind the 'estimated delivery date' provided by Australia Post (tracking history) before contacting us about an undelivered item.

Do I Need To Be Home To Accept Delivery?

It is recommended that someone is available to accept delivery of your live insects so they can be transferred to a suitable environment as soon as possible. Please note, unattended delivery is not covered by our Live Guarantee.

What If Nobody Is Home To Accept Delivery?

Your order will be left in safe place at your delivery address or returned to your local post office for collection.

Why Has Shipping Been Delayed?

In the event our local weather forecast shows high temperatures, we will delay shipping until the weather is suitable for sending live insects. The reason is that live insects will overheat quickly in these temperatures which increases the risk of substantial losses in transit.

What If I Need My Order Urgently?

You can contact us on (07) 5317 6062 to discuss whether we can accommodate your request to send your order. However, any special requests, that disregard our advice, will automatically void our Live Guarantee.

Picking-Up Orders

Can I Pick-Up My Online Order?

Our farm can't accomodate collection of customer orders at this time.

Can I Buy Crazy Critters Products In-Store?

Redmonds Pet & Livestock Supplies in Gatton offer local customers a convenient location to purchase Crazy Critters Live Insects.

Live Guarantee

What Is A Live Guarantee?

We guarantee that your insects will arrive to your door healthy and alive, every time* T&C's apply.

How Can You Guarantee* My Order?

We use a number of strategies to ensure your order is received in the best possible condition. To read more about the different strategies we use, please read our '100% Live Guarantee' policy.

Are There Limitations?

Yes. While we take every precaution to ensure your live insects arrive in the best condition possible, some things are beyond our control.

How Do Unattended Deliveries Affect The Live Guarantee?

All boxes are labelled warning of live insects, directing that they be placed in a cool area away from direct sunlight. However, orders left at the delivery address (or awaiting collection at the Post Office) become the customer's responsibility.

How Does Weather Affect The Live Guarantee?

It is important to consider upcoming weather events before placing an order. While we do delay sending customer orders if our local weather falls outside acceptable shipping temperatures; We can't assess the local weather forecast for each customer before shipping live insects.

How Does Ignoring Recommendations Affect The Live Guarantee?

We may, on occasion, accommodate requests from customers to send their insects on a particular day, or in certain packaging, etc. However, in making such a request the customer accepts responsibility for their order and our Live Guarantee will automatically be void.

What If There Is A Problem With My Order?

If there is an issue with your recent order, please submit a 'Live Guarantee Claim' form (see below).

What Information Do I Need To Provide?

You will need to contact us within 24 hours of your order being delivered, and provide photos of the product condition and losses.

How Are Live Guarantee Claims Assessed?

All claims are assessed against the criteria of our '100% Live Guarantee' policy.

How Long Will A Live Guarantee Claim Take?

We will respond with the outcome of your claim and endeavour to resolve the issue as quickly as possible.

Will I Get A Refund Or A Replacement?

To rectify substantial losses, we offer a refund of the product price only. We do not offer reimbursement for the cost of shipping. The decision whether to offer compensation, or not, is at our absolute discretion.

Can I Request A Replacement Instead Of A Refund?

We may be able to send a replacement order depending on available stock, however, you will be responsible for the cost of shipping.

Why Was My Live Guarantee Claim Refused?

If your live guarantee claim was refused, it is because it didn't meet the required criteria under our '100% Live Guarantee' policy.

Product Availability

What If The Product I Want Is "Out Of Stock"?

You can enter your email address on our product page to receive a notification as soon as the product is back in stock.

When Will The Product I Want Be Available?

The website listings are updated regularly throughout the week to show the current stock we have available for purchase.

How Often Are Products Updated On The Website?

Our 'counts' are completed throughout the week, as well as over the weekend, in preparation for the following week's sales.

Customer Accounts

What Is A Customer Account For?

A customer account let's you log into our customer portal to view your current shipping details, and order history.

How Do I Create A Customer Account?

Click on the person icon on the top right of our website home page. Click "create account", enter your details and click "create".

Why Can't I Log Into My Customer Account Yet?

You will receive an email shortly after creating your customer account, asking you to verify the email address you used. Once you have done this, you will be able to log-in.

Why Am I Getting An Error Message "Incorrect Email or Password"?

You may have simply typed your details incorrectly. If after trying a second time you still aren't able to log-in, please click the 'forgot my password' link to reset your password.

Why Am I Getting An Error Message "No Account Found With That Email"?

This message will appear if you try to reset your password, but haven't created a customer account using the email address provided. Follow the steps above to create a customer account.

Can I Change My Shipping Address In My Customer Account?

You can edit your shipping address details by clicking the 'view addresses' button once logged-in to your customer account.

Recurring Orders

What Is A Recurring Order?

A priority order set on a regular weekly, fortnightly or monthly basis. Payment is automatically debited from your bank card, according to your nominated schedule.

What Is The Benefit Of A Recurring Order?

A recurring order ensures your favourite products are sent to you as often as you need them without the worry of them selling out.

How Do I Know If A Product Can Be Put On A Recurring Order?

If a particular product is eligible for recurring orders, you will see two purchase options on the product page: one-time purchase and recurring order.

How Do I Create A Recurring Order?

Select your order frequency, add the product to your cart and proceed through the website checkout to make payment and finalise your order as you normally would.

Why Can't I Create A Recurring Order?

Our website will only allow recurring orders on "in stock" items. If the product is currently "sold out" you will not be able to start a recurring order until it is back in stock.

Can I Make Changes To My Recurring Order?

It is recommended to create a customer account so that you can make changes to your recurring order.

How Do I Change My Recurring Order In My Customer Account?

Please read our 'Managing Subscriptions' page (see below) to see simple, step-by-step instructions on how to navigate the customer account portal.

Can I Have Products Delivered At Different Times?

Yes, however, each recurring order can only have one schedule (weekly, fortnightly, monthly) so this must be arranged through separate orders.

Are There Any Fees Or Charges For Recurring Orders?

There are no fees, charges or minimum order requirements for recurring orders. You can cancel at any time.

Are There Any Discounts For Recurring Orders?

All available discounts are based on ordered quantity. No further discounts are offered for recurring orders.

Wholesale Enquiries

What Are Your Wholesale Terms?

Wholesale terms are provided if a wholesale application is successful.

Do You Offer Accounts?

No. All invoices must be paid within three (3) days of being issued.

What If Payment Isn't Received On Time?

If payment is not received, future orders will be suspended until payment is made. Ongoing payment issues and / or order suspensions will result in a permanent ban.

How Do I Apply For Wholesale Orders?

Please complete our Expression of Interest form on the 'Wholesale Enquiry' page.

Is There A Minimum Order Frequency?

Generally, we are able to accommodate weekly, fortnightly or monthly orders.

Is There A Minimum Order Value?

Currently we don't have a minimum order value for wholesale purchases.

Are There Any Exclusions?

Our Half-Bulk and Bulk quantities are not available for a wholesale discount.

Are There Any Other Fees Or Charges?

All wholesale prices are excluding delivery.

What Are The Delivery Terms?

All orders are sent via Australia Post express shipping.

Can I Request Another Courier?

All other courier companies we have been in contact with are no longer servicing the live food industry, and are only honouring arrangements with long-standing customers.

How Do I Place A Wholesale Order?

Please email your order to

When Do I Place A Wholesale Order?

If possible, please email us before 5:00 pm Monday for processing the same week.

When Will My Order Be Sent?

Queensland orders will be sent on Tuesday or Wednesday; and Interstate orders will be sent on Tuesday.

Can I Collect A Wholesale Order?

We do facilitate collection of wholesale orders in the nearby town of Gatton. However, this is by appointment only, as staff availability is limited.

How Do I Pay For My Wholesale Order?

We will send an invoice by email on Thursday each week, which will include details for bank deposit.

Contacting Us

Where Are You Located?

Crazy Critters is a private family-owned and operated farm in the Lockyer Valley, Queensland. We are approximately one (1) hour West of Brisbane.

When Are You Open?

Our office is open from 9:30 am to 3:00 pm Monday to Friday. We are closed Saturday, Sunday and on and Public Holidays.

What Is The Best Number To Call?

Please call us on (07) 5317 6062 for all general enquiries.

Can I Send An Email To Crazy Critters?

All general enquiries can be sent to

What If I Have An Urgent Enquiry About A Current Order?

Please calls us on (07) 5317 6062 or send a SMS to 0403 382 959

What Information Do I Need To Provide?

When you contact us, please provide your name, contact email or phone number and recent order number (if you have one) so we can understand the nature of your enquiry.

Why Haven't I Got A Reply Yet?

It is not always possible for us to answer customer enquiries immediately, but we do our best to respond as soon as possible. This is usually within 24-48 hours, excluding weekends.

Are You On Social Media?

At this stage, we are working on being more active on Facebook.

What Is Your Facebook Account?

You can find us on Facebook by searching Crazy Critters AU

How Can I Provide Feedback About A Recent Order?

Please complete our 'Customer Feedback' form (see below). We appreciate you taking the time to provide us with feedback as this helps us to continue improving our products and services.

Staying Updated

Where Can I Find Business Updates And Announcements?

To find up-to-date information as things change, please visit our 'Announcements' page.

Where Can I Find Your Shipping Policy?

Our Shipping Policy can be viewed from the link in our website footer.

Where Can I Find Your 100% Live Guarantee Policy?

Our 100% Live Guarantee Policy can be viewed from the link in our website footer.

Where Can I Find The Live Guarantee Claim Form?

Our Live Guarantee Claim can be accessed from the link in our website footer.

Where Can I Find Your Other Business Policies?

All our business policies are provided as links in our website footer (see below).

What If I Can't Find The Information I'm Looking For?

Please call us on (07) 5317 6062 or send an email to