Refund policy
Because we sell live insects, all sales are final and live insects cannot be returned or exchanged.
We stand behind our live shipments through the Dubia HQ Live Arrival Guarantee described below.
Live Arrival Guarantee
We overcount our live Dubia roach shipments by approximately 10% whenever possible to help compensate for minor or normal losses that may occur during shipping.
For example, an order of 100 Dubia roaches will generally contain approximately 110 roaches.
Minor losses that are covered by the additional roaches included with your shipment do not qualify for a refund, replacement, or store credit.
If your shipment experiences a major loss beyond the approximately 10% overcount, you must contact Dubia HQ within 2 hours of the carrier marking the package as delivered.
To submit a claim, please provide:
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Your order number
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Clear photos and/or video showing the affected insects
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A photo of the shipping package and shipping label
Please do not discard the affected insects or packaging until your claim has been reviewed.
During cold weather, Dubia roaches may arrive sluggish or temporarily motionless. Please allow them to gradually reach normal indoor temperature before determining whether they are deceased.
Approved Claims
After reviewing a qualifying 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 will be considered when determining the affected quantity.
Original shipping charges are non-refundable.
If Dubia HQ chooses to send a replacement shipment for an approved Live Arrival Guarantee claim, Dubia HQ will cover the shipping cost of that replacement shipment.
Customer Responsibility
Our Live Arrival Guarantee requires the customer to promptly retrieve and inspect the shipment after delivery.
The guarantee does not cover losses resulting from:
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An incorrect or incomplete shipping address provided by the customer
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Failure to retrieve the package promptly after delivery
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Packages left outdoors, in a mailbox, or otherwise exposed to extreme temperatures for an extended period after delivery
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Customer-requested carrier rerouting, forwarding, or delivery changes
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Packages that are refused or otherwise cannot be delivered due to circumstances within the customer's control
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Losses occurring after the Live Arrival Guarantee claim period has expired
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Orders that have not yet been packed or shipped may be eligible for cancellation and a full refund, including shipping charges.
Once an order has been packed for shipment or transferred to the shipping carrier, it can no longer be canceled.
Shipping Delays
Because we ship live insects, Dubia HQ may delay shipment due to extreme heat, extreme cold, severe weather, carrier disruptions, or other conditions that could significantly reduce the likelihood of safe live arrival.
A temporary shipping delay made to protect the insects does not qualify the order for a refund solely because shipment has been postponed.
If we determine that we cannot reasonably fulfill your order, we may cancel the order and issue a full refund.
Shipping Restrictions
Dubia HQ does not knowingly ship Dubia roaches to destinations where their possession, sale, or importation is prohibited.
If we determine before shipment that an order cannot legally be fulfilled at the provided destination, the order will be canceled and refunded.
Damaged or Incorrect Orders
If you receive the wrong product, wrong quantity, or your order has another fulfillment problem unrelated to normal live-insect shipping loss, please contact us promptly with your order number and photos when applicable.
We will review the issue and work to correct verified fulfillment errors.
Contact Us
Questions regarding an order, cancellation, or Live Arrival Guarantee claim can be submitted using the chat button on our website