At Dubia HQ, we're shipping live insects, and we take extra care to make sure your Dubia roaches arrive in good condition. Please review the following shipping and Live Arrival Guarantee information before placing your order.
Shipping Rate
We currently offer $7.99 flat-rate shipping on live Dubia roach orders within our approved shipping area.
Shipping charges are non-refundable, including when store credit or a refund is issued for insects affected during transit.
If Dubia HQ approves a replacement shipment under our Live Arrival Guarantee, we will cover the shipping cost of the approved replacement shipment.
We Overcount Every Order
We know that occasional losses can happen when shipping live insects.
To help compensate for normal shipping losses, we overcount our live Dubia shipments by approximately 10% whenever possible.
For example, an order for 100 Dubia roaches will generally contain approximately 110 roaches.
A small number of losses that are covered by the additional roaches included with your order are considered normal shipping loss and do not qualify as a major-loss claim.
Live Arrival Guarantee
We stand behind our live shipments.
If your order experiences a major loss beyond the approximately 10% overcount included to cover normal shipping losses, please contact Dubia HQ within 2 hours of the carrier marking the package as delivered.
To qualify for consideration under our Live Arrival Guarantee, you must:
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Contact us within 2 hours of carrier-marked delivery.
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Provide your order number.
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Provide clear photos and/or video of the affected insects.
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Provide a photo showing the shipping label and package.
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Allow the insects to reach normal indoor temperatures before determining whether they are deceased, particularly during cold weather.
Please do not discard the affected insects or packaging until your claim has been reviewed.
Approved Major-Loss Claims
Once we review your claim, Dubia HQ may, at our discretion:
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Reship the affected quantity at no additional shipping charge; or
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Issue store credit for the affected portion of the order.
The approximately 10% overcount included with live shipments is intended to compensate for minor or normal losses during transit and will be considered when determining the affected quantity.
Shipping charges from the original order are not refundable.
Our Live Arrival Guarantee applies to the live insects and their condition upon arrival and does not guarantee their survival after the delivery and claim period has passed.
Delivery & Customer Responsibility
Please provide a complete and accurate shipping address when placing your order and monitor the tracking information once your package has shipped.
Live insects should not be left for extended periods in a mailbox, on a porch, or outdoors in extreme temperatures.
Dubia HQ is not responsible for losses resulting from:
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An incorrect or incomplete shipping address supplied by the customer.
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Packages left outside after delivery for an extended period.
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Failure to retrieve a package promptly after delivery.
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Delivery delays or problems caused by the customer requesting a carrier reroute or delivery change.
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Packages returned because they were refused or could not be delivered.
Extreme Weather
The safety of the insects comes first.
During periods of extreme heat, extreme cold, severe weather, or other conditions that could significantly affect live arrival, Dubia HQ may delay shipment until conditions improve.
We may also contact you to arrange an alternative shipping date or recommend/require that your package be held for pickup at an appropriate carrier location when doing so provides a safer option for the insects.
A shipping delay made to protect the health of the insects does not cancel your order.
Shipping Restrictions
Dubia roaches cannot legally be shipped to every location.
Dubia HQ currently ships live Dubia roaches only within the continental United States. We do not ship Dubia roaches to Alaska, Hawaii, or Florida.
We also do not ship Dubia roaches to any location where their possession, sale, or importation is prohibited or requires authorization that has not been provided.
It is the customer's responsibility to ensure that Dubia roaches may legally be possessed at the delivery destination. Additional state or local restrictions may apply.
Dubia HQ reserves the right to cancel and refund any Dubia roach order that cannot legally or safely be shipped to the provided destination.
These restrictions apply specifically to Dubia roaches. Shipping availability for other products sold by Dubia HQ may differ.
Questions?
If you have questions about shipping, weather conditions, your order, or our Live Arrival Guarantee, please Chat with Dubia HQ using the chat button on our website before placing your order.
We're happy to help make sure your Dubias have the safest trip possible.