Crazy Critters
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Have A Question?

This is where you will find the answers to our most frequently asked questions. 

Payment

We accept MasterCard, Visa and PayPal.

Shipping & Delivery

All orders are sent as soon as possible after they are received.

Our current shipping arrangements are as follows:

* Monday shipping is suspended.

* Queensland Orders are sent on Tuesday and Wednesday each week.

* Interstate Orders are sent on Tuesday only.

* ALL orders are subject to our daily cut-off time of 9:00pm for next-day dispatch.

This means:

>> ALL interstate orders must be placed by 9:00pm Monday to be sent the same week.

>> Queensland orders placed before 9:00pm Monday will be sent on Tuesday.

>> Queensland orders placed between 9:00pm Monday and 9:00pm Tuesday, will be sent on Wednesday.

>> Interstate orders received after 9:00pm Monday will be sent on Tuesday of the following week.

>> We do not send orders on Thursday or Friday.

Shipping times vary depending on the destination.

At the moment, Australia Post is experiencing some minor shipping delays due to the increase in parcel volume and recent public holidays.

The following timeframes can be used as a guide:

* Queensland orders usually arrive within 1-3 business days.

* Interstate Metro areas should arrive within 2-4 business days.

* Interstate Regional areas should arrive within 3-5 business days.

You can view the progress of your delivery on the Australia Post website using your tracking number (provided in your shipping confirmation email).


A shipping confirmation email is automatically generated when we lodge your order with Australia Post.

This email contains your Australia Post tracking number.

You can view the progress of your delivery on the Australia Post website using your tracking number.

We may need to pack your products into many boxes for larger orders. This is to minimise the risk of your insects overheating in transit, and to reduce your shipping costs.

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

Please keep in mind the estimated delivery date provided by Australia Post before contacting us about undelivered items.

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.

However, if there is no one to accept your delivery then your order will be left in a safe place at your delivery address or returned to your local post office for collection.

Our farm is not set up to facilitate collection of customer orders.

However, we have partnered with local business REDMONDS PET & LIVESTOCK SUPPLIES to offer our customers a convenient location to browse, purchase and collect Crazy Critters Live Insects.

Visit REDMONDS in-store at Crescent Street, Gatton QLD 4343 to discuss your live insect needs.

Live Guarantee

Crazy Critters guarantee that your insects will arrive to your door healthy and alive, every time.

We use a number of different strategies to ensure your order is received in the best possible condition.

We also oversuppy each product (up to 20%) to account for any small losses in transit.

To read more about the different strategies we use, please read our 100% Live Guarantee.

** please note: some limitations apply to this guarantee.

We take every precaution to ensure your live insects arrive arrive in the best condition possible; however, some things are beyond our control.

UNATTENDED DELIVERIES - 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.

WEATHER EXTREMES - we delay sending orders if our local weather falls outside acceptable shipping temperatures; however, we cannot assess the local weather forecast of each of our customers before shipping live insects.

IGNORING RECOMMENDATIONS - 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 automatically accepts the live guarantee is void.

For more information please read our 100% Live Guarantee

If there is an issue with your order, you will need to submit a Live Guarantee Claim form.

This needs to be done within 24 hours of receiving your order.

You are required to provide photos of the product condition and losses.

** Please note: losses must be more than 20%.

To rectify substantial losses, we offer a store credit, replacement or refund (at the discretion of Crazy Critters).

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

Have A Question?

This is where you will find the answers to our most frequently asked questions. 

Product Availability

This can mean a few different things:

1. We have sold all available stock for the current shipping period.

We may have reached our weekly quota for that product, which means we can't fulfil any more orders until more stock becomes available - usually the following week.


2. We are not currently selling this product in the selected quantity.

This happens when we limit sales of particular items to smaller quantities due to risk of overheating OR there is a very high-demand in the market which could potentially affect future breeding numbers if over-sold.

If this is the case, then you will need to purchase multiple quantities of smaller volumes to reach your desired amount (i.e. 4 x 250g to purchase 1kg).

The reason is our website calculates postage based on the overall package size and weight as well as the destination. When we pack in smaller quantities to prevent overheating, this requires a larger box, increasing the postage fees.


3. IF the product is available in a larger volume, we may need to re-adjust the inventory on our website.

The available stock on the website is limited to ensure we don't over-sell any particular item.

We base the availability of each product off the overall volume available for sale each week, which is then manually updated throughout the week.

If you can see a particular product is available in a larger volume then we may have simply sold out of the inventory listed for sale.

This means we may need to adjust our website inventory to allow you to purchase the correct quantity.

For example, if you can see we have 1kg of regular mealworms listed for sale on the website, but the 500g are sold out. Then we would need to split the website inventory to allow the purchase of 500g regular mealworms.

Please contact us to arrange this.

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

As a small farm with a modest number of staff, we aren't able to answer individual enquiries about product availability.

If you are wanting to know if we have a particular product, please visit the website.

Counts are completed throughout the week, as well as, over the weekend in preparation for the following weeks' orders.

Customer Account

Having a customer account lets you:

view your current details, including:

* name

* shipping address


view your order history, which displays details like:

* order number

* date

* payment status

* fulfillment status

* total cost

With a clickable link to show you the full order details.


And, if you are a subscription customer you can make changes to your recurring orders via the customer account as well.

It is very easy to create a customer account.

Visit our website, and follow these simple steps:

1. click on the person icon in the top right corner of our website homepage

2. click "Create Account"

3. enter your details

4. click "Create"


You should then receive an email asking to verify the email address you provided.

Once you have done this, you can log-in using the same person icon on our homepage and clicking "Log In".

There are 2 error messages you may come across when trying to access your customer account.

The first error message is: "Incorrect email or password"

You may have simply typed your details incorrectly.

If after trying again, you still aren't able to log-in, please click on the "forgot my password" button to reset your password.

The second error message you may see is: "No account found with that email"

This message will appear if you try to reset your password, but haven't created a customer account with us.

Follow the simple steps in the previous question (above), to create your customer account.


**Please note: our website doesn't automatically create a customer account, even for subscription customers.

You can edit your customer account details by clicking the "view addresses" button - below your account details section.

**please note the button is currently invsible until you hover your mouse over it - we are working to fix this issue

On this page, you can:

* change your first and last name

* add / remove business name

* update your address

* add / change a phone number

* add another address

* set a default (shipping) address

Recurring Orders

A priority order that you set on a regular weekly, fortnightly or monthly basis.

Payment is automatically debited from your bank card, according to your nominated schedule.


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

On each eligible product, you have the option of selecting "recurring order" and the desired frequency.

You then add the product to your cart, and make payment via the website checkout as you normally would.

Recurring orders are available on most products in smaller quantities, including:

* budget pack

* standard pack

* value pack

* mini-bulk

To enquire about a regular order of larger bulk quantities, including half-bulk and bulk, please send an email to info@crazycritters.com.au

Any recurring orders for bulk quantities need to be approved by Crazy Critters to ensure we have capacity to meet these orders without over-selling stock in any given week.

Changes can be made to your recurring order (subscription) from your customer account.

Including:

* pause subscription

* cancel subscription

* skip next order

* charge now - bring forward your next order

* update payment details

* update shipping address

Now you can also:

* add / change products; and

* change order frequency

via your customer account.


** Please note: customer accounts are not automatic so you must create customer account - this can be done from the website main menu.

If you have any trouble making changes to your subscription order, send us an email to info@crazycritters.com.au

Please use the subject line "Recurring Order - Changes" so that this email can be found in search and is actioned as a priority, before your next recurring order is scheduled.

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


For example, if you want crickets weekly and mealworms fortnightly this is how this would be achieved:

Order #1 - crickets only, fortnightly (week 1 and 3)

Order #2 - crickets and mealworms, fortnightly (week 2 and 4)


As split recurring orders can be a little tricky to navigate, please contact us by email at info@crazycritters.com.au for assistance.

There are no fees, charges or minimum order requirements for recurring orders.

You can cancel at any time.

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

Recurring orders simply provide convenience for our customers.

Having a recurring order allows you to have your preferred products delivered when you need them without the hassle of having to place an order via the website, and risk those products being sold out.

Have A Question?

This is where you will find the answers to our most frequently asked questions. 

Contacting Us

Crazy Critters is a private family-owned and operated farm located in the Lockyer Valley, Queensland.

We are open from 8:3am until 5:00pm, Monday to Friday.

We are closed on weekends and public holidays.

For general enquiries, you can send us an email to info@crazycritters.com.au

-or-

For customer service enquiries, please send an email to customerservice@crazycritters.com.au

-or-

For urgent enquiries regarding a current order, you can send a SMS text message to 0403 382 959.

Please note, we do not answer incoming phone calls on this mobile number.

We have a Facebook Business Page, however, this is not monitored regularly so is not recommended for customer enquiries that require a quick response.

Crazy Critters does not have full-time office staff.

Incoming calls to the Crazy Critters mobile phone are not answered as this interrupts the daily tasks required to grow and maintain our insect colonies.

The Crazy Critters mobile number is reserved for urgent SMS enquiries only.

As a small business, we are all involved in the day-to-day operations including caring for insect colonies, packing orders as well as keeping our facilities clean and tidy.

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).

We also ask that during peak times you please be patient while we get to your enquiry. Replies are done in order of when each enquiry is received.

If your question is urgent and you require a quick response, please send a SMS text message to 0403 382 959.

The best way to contact us is by email at customerservice@crazycritters.com.au

Please be mindful that we do not have a full-time office person.

This means your enquiry will usually be viewed towards the end of the day after customer orders have been packed and dispatched.

Depending on the nature of your enquiry, it may take some time to consider the information you have provided and/or find the information you have requested.

All customer enquiries are replied to in the order they are received.

Staying Updated

For General Questions:

* First check our F.A.Q page (the page you're currently on) to see if we have already answered your question.

* If you can't find the answer you're looking for, please contact us.


For Business Updates and Announcements:

* Visit our Announcements page.

* This is updated regularly to provide our customers with up-to-date information as things change.


For Business Policies:

* Have a look at our "Quick Links" in the footer (below).

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Didn't find your answer?

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Great Shipping Rates

We use live shipping rates!
Shipping fees are based on order
size, weight and destination.

Read More

100% Live Guarantee*

We guarantee that our insects
will arrive to your door healthy
and alive! T&C's apply.

Read More

Regular Orders

Enjoy the convenience of a
regular standing order on
weekly, fortnightly or monthly basis.

Read More