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

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

Yes! You can call our phone number, but our office is unattended. If we don’t pick up, please leave a voicemail, and we’ll get back to you when we can.

Email is the preferred method because it’s the easiest way for us to reply while we’re out on the farm.

All general enquiries can be sent to info@crazycritters.com.au

Please provide your name, contact details and recent order number (if you have one) so we can assist you faster.

We do our best to respond, but if your question is already covered on our FAQ page, we won’t be able to reply. This allows us to focus on the farm work.

Response times vary depending on farm activities. Email is usually the quickest way to hear back from us.

Most common questions are answered on our website’s FAQ page. Checking here first is the quickest way to get the info you need.

We have sold all available stock for this product size and / or volume, and we can't accept any further orders.

The website listings are updated at the end of each week to show the current stock we have available for purchase.

The availability of our products depends on current demand. While our website is restocked each week, at times our products are in high demand they sell out quickly.

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

We set up our subscription system for the purpose of reserving stock for our regular customers (more information below).

We accept MasterCard, Visa and PayPal.

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

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

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

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

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.

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

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.

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

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.

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

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

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

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

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.

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

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.

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

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.

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.

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

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

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

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.

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

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.

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.

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.

If there is an issue with your recent order, please submit a 'Live Guarantee Claim' form (link at the bottom of our website).

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

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

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

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.

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

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

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

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

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.

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.

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.

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

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.

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

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.

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.

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.

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

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

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

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.

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

Our Shipping Policy can be viewed from the link at the bottom of our website.

Our 100% Live Guarantee Policy can be viewed from the link at the bottom of our website.

Our Live Guarantee Claim can be accessed from the link at the bottom of our website.

All our business policies are provided as links at the bottom of our website.

Please send an email to info@crazycritters.com.au