Live & frozen orders ship Mon–Wed (order by noon) Live arrival guaranteed 34–90°F — terms 10% off your first order
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Shipping & live arrival

Shipping terms

Please read our shipping terms before ordering live insects or frozen feeders — it keeps every delivery smooth.

Live & frozen: Mon–Wed

For orders placed before noon. Nothing sits in a carrier facility over the weekend.

Non-perishables: Mon–Thu

Supplies, enclosures and dry goods ship four days a week.

34°F – 90°F guarantee

We do not offer LAG when temperatures are over 90°F.

Signature on first delivery

Held, rescheduled or redelivered packages aren’t covered.

Live arrival & acclimation

We ship live insects Monday through Wednesday to ensure your order does not sit in a carrier facility over the weekend. Live arrival is guaranteed when temperatures at both origin and destination are between 34°F and 90°F. A signature is required on first delivery — we cannot guarantee live arrival for packages held at a facility or redelivered. Photo evidence of any DOA insects must be submitted within 4 hours of the first delivery attempt.

Live-Insect Arrival & Acclimation Checklist

Follow these steps as soon as your package arrives to give every insect the best chance of recovery.

  1. Inspect the outside of the box immediately. Check for crush damage, excessive heat, or cold before opening.
  2. Open in a controlled space. Work over a tub or enclosure so no escapees are lost.
  3. Separate insects by condition. Gently remove insects and sort them into three groups: active & healthy, stunned/slow, and unresponsive.
  4. Acclimate stunned insects before deciding. Place slow or motionless insects in a warm (75–85°F), ventilated container for 20–30 minutes. Many will recover — temperature stress, CO² buildup, and transit vibration can all cause temporary paralysis that looks like death.
  5. Stunned vs. dead — how to tell:
    • Stunned: Legs may be curled or tucked; body is intact; slight movement or twitching may appear after warming.
    • Dead: Body is discolored, soft, or has a foul odor; no response after the 30-minute warm-up period.
  6. Count confirmed losses after acclimation. Only insects that remain unresponsive after the full warm-up period count toward a DOA claim.
  7. Photograph confirmed DOA insects. Clear, well-lit photos are required alongside your order number.
  8. Submit your claim within 4 hours of first delivery. Contact us at the link below with your photos and order details.

Live-Arrival Guarantee & Proof Requirements

Our live-arrival guarantee applies when all of the following conditions are met:

  • Temperature at origin and destination is between 34°F and 90°F at time of delivery.
  • Package is accepted on the first delivery attempt — we are not responsible for losses due to held, rescheduled, or redelivered packages.
  • Photo evidence of DOA insects is submitted within 4 hours of the first delivery attempt.
  • Photos clearly show the insects alongside the shipping label or order number.

If all conditions are met, we will issue a replacement or store credit at our discretion. We do not offer cash refunds on live insects.

Ready to submit a claim? Contact our support team here.

General shipping policy

Here at Reptile Deli Inc, we put a large emphasis on quality of product and customer service! We have a few simple shipping policies in order to serve you with low cost shipping.

-Customer must receive product on first delivery attempt, and if there is an issue with delivery, it must be resolved with UPS or USPS directly. It is suggested you make arrangements to pick it up at your local hub or connect with the driver, if there were an issue, given the perishable nature of our product.

-We guarantee live arrival on all insects if temperature are above 34F and below 90F. All insects are packaged with heat during the winter, but will not tolerate sub-freezing temperatures in long periods of exposure to the elements. You must receive your package on first delivery attempt or guarantee is null and void.

-We guarantee frozen arrival of all frozen feeder products. Packages must be received on first delivery attempt, and temperatures must be below 90F, or the guarantee is null and void. It is recommended that if you miss your package delivery or if there is an exception due to complications with location of delivery, to immediately call the shipping service provider and arrange for alternate means of obtaining the package.

-Please make sure you double check that your shipping address is correct upon checking out.

-Thank you for your business and understanding of our terms!