Frequently Asked Questions

  1. How can I contact you?
  2. Does Premium Crickets Guarantee their crickets?
  3. My crickets arrived dead, what do I do?
  4. What temperatures do you guarantee crickets?
  5. What days do you ship orders?
  6. What is the cut off time for same day shipping?
  7. I placed my order on Thursday before 2:00 - why didn't it ship?
  8. Does FedEx deliver on Saturday?
  9. Do you offer refunds once an order is placed?

Answers...

  1. How can I contact you?

    Our phone number for questions and orders is 234-PET FOOD.

    Back to Top

  2. Does Premium Crickets Guarantee their crickets?

    We guarantee that you will receive live crickets. Some cricket products have their own and different guarantee and is noted on the item description. If the night time temperatures in your area or our area reach in the 40 degrees or lower, you must order the "Heat Pack" in order to receive the guarantee.

    If your temperatures are above 90 degrees, we guarantee only orders that are placed as "Next Day Air".  If you place an order for crickets and your temperatures are above 90 and you choose a 2 day shipping option, we will ship your crickets, but not guarantee "Live Arrival."

    In order to minimize the mortality possibility of your crickets, please have someone home to receive the package. If no one will be home, then please have your package shipped to your place of work or to a friends house.

    In the event your crickets do arrive dead, we may choose to add crickets or worms to your next order or ship out a replacement order.

    Back to Top

  3. My crickets arrived dead, what do I do?

    Please accept the box and do not refuse.  Call us at 234-PET FOOD to discuss.  If you refuse the box, FedEx will charge us to reship back to us and your Guarantee will be void.

    In the winter time, if the crickets get too cold they go into a dormant state.

    Before calling us, bring your crickets inside and place by a heater for at least 2 hours. There is a good chance they will come back to life. This is a survival mechanism that is part of the cricket biology.

    If after 2 hours the crickets are still dead, please call us to make arrangements for us to either ship new crickets or add free crickets to your next order.

    In the summer, you will know if the crickets are dead via suffocation.

    Fortunately, the incidence of dead arrival is extremely low when we follow our guidelines. When the package is in transit, we depend on the carrier to take care to make a quality delivery.

    Back to Top

  4. What temperatures do you guarantee crickets?

    Over the many years of shipping live crickets, we know that when the temperatures are 20 degrees or lower, the chances of crickets surviving shipping diminishes.

    Our winter pack option guarantees you will receive live crickets when the temperatures are lower than 50 at night, but above 30 at night for a 2 day shipping option.

    If your temperature is below 30 degrees at night and above 20 degrees at night, select Priority Overnight Shipping to get the guarantee.

    If you are in dire need for food for your reptile and the temperatures are cold, try wax worms, mealworms, and/or Phoenix Worms.  All of these products tend to ship well in cold temperatures.

    We guarantee overnight cricket orders if your temperatures are under 90 degrees.  If your temperatures are below 90 degrees, we guarantee overnight and 2nd day air shipments.


    Back to Top

  5. What days do you ship orders?

    We ship orders Monday thru Thursday.

    The only orders that we ship on Thursday are those that will arrive to our customers by Friday.

    Back to Top

  6. What is the cut off time for same day shipping?

    The cut off time for same day shipping is 2:00 Monday through Thursday. Orders placed after 2:00 will be shipped the following shipping slot.

    For example, an order placed on Monday at 1:00 will ship on Monday. An order placed on Monday at 3:00 PM will ship on Tuesday.

    An order placed on Thursday at 3:00 will ship on Monday of the following week.

    There are times the carrier truck arrives late. If you place your order late, you can call us to see if we can still ship that order out.

    Back to Top

  7. I placed my order on Thursday before 2:00 - why didn't it ship?

    You probably picked a 2 day shipping option.

    If we shipped a 2nd day air order out on Thursday, you would receive it that following Monday and the chances are all of your crickets and worms would be dead. If our package sits in a warehouse over the weekend, they tend to either freeze or suffocate.

    Our goal is to deliver a live product to you and therefore we have to take extra precautions.

    Back to Top

  8. Does FedEx deliver on Saturday?

    While it is true that FedEx does deliver on Saturday, they charge $20.00 extra (on top of the normal shipping fees).

    Since the price of shipping is so high, we choose not to offer the service of Saturday delivery.

    Back to Top

  9. Do you offer refunds once an order is placed?

    Once you place an order we do not offer refunds to that order.

    Before placing your order, please check the weather conditions in your area as we might put your order on hold.

    In the event your insects arrive dead, please refer to the guarantee policy

    Back to Top