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.

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.

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.

Shipping

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

Our current shipping arrangements are as follows:

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

* Interstate Orders to Victoria are currently suspended.

* Interstate Orders to New South Wales, Australian Capital Territory and South Australia are sent on Monday.

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

This means:

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

> Interstate orders received after 9:00am Monday may be sent the following Monday.

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

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

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

> 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.

The following timeframes can be used as a guide:

* Queensland orders usually arrive within 1-2 days.

* Interstate Metro areas should arrive within 2-3 days.

* Interstate Regional areas should arrive within 3-4 days.


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.

For large / bulk orders, we may arrange to meet in the nearby town of Gatton from time-to-time but this is not a guarantee. Please contact us for further information.

Have A Question?

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

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.

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

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

Some changes must be done by Crazy Critters, including:

* adding or changing products; and

* changing the frequency of your order

If you wish to make these changes, please 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.

Business Hours

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

We are closed on weekends and public holidays.

Crazy Critters is closed from 5:00pm Tuesday, 14 December 2021 and will re-open on Monday, 3 January 2022.

With the exception that we may send Queensland orders on Monday, 20 December 2021, depending on shipping times.

This will be confirmed on Friday, 17 December 2021.


IMPORTANT Shipping Dates are as follows:

* last shipping date for Interstate Orders is Monday, 13 December 2021.

* Queensland Orders will be sent Tuesday, 14 December 2021.

* Queensland orders may also be sent on Monday, 20 December 202 - TBC.

* first shipping date for 2022 is Monday, 3 January 2022.


** please also note:

> ALL orders are subject to our daily cut-off time of 9:00am for same day dispatch.

> We will try our best to pack and send orders received throughout the day on Tuesday, 14 December 2021.

> We can't guarantee orders received after 9:00am on Tuesday, 14 December 2021 will be sent the same day.

> Orders received after 9:00am Tuesday, 14 December 2021 may be sent on Monday, 20 December 2021, otherwise on Monday, 3 January 2022.

You can send us an email to info@crazycritters.com.au

-or-

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.

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 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.

live_help

Didn't find your answer?

Our customer service will be happy to help you.

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