Company Hours

Daily : 10am- 5pm CST

Closed Thursday and  Sundays

 

Customer Service Hours

Monday-Friday 9am to 5pm CST

Customer Service Closed Weekends and Holidays

Customer Service is available by email:
customer.service@tcinsects.com

-Here every customer is a priority and will receive the same personal attention. Allow up to 1-2 full business day(s) for a response from staff.

 

Local Pick-Up Information

-Place an order before 12pm to receive local pickup on the same day.
–Minimum order of $15 for local Pickup.
– Local Pick Up Hours: Monday to Saturday 2pm-5pm*

Local Pickup Closed Thursdays and Sundays

*Please note Local pick-up is a curbside service only. Our facilities are not open to the public.

 

Shipping Information

Shipping Schedule

Shipped Orders Placed after 8am CST, will ship the following shipping day.

 

Shipping Days
These shipping days have been planned to ensure the safe transit of live animals and avoid delays

USPS Shipping Days

Closed Thursdays and Sundays, ships all other days

Fedex Shipping Days

Fedex 2 day – Monday – Wednesday

FedEx Overnight – Monday – Wednesday

 

–Shipping Speed: This means the days that your package will be in transit once we ship it out.

– Handling time: This means the amount of time that we have your order on hand at our facility before it is shipped.  We aim to get all packages out the next shipping day.  However this time can vary, please plan accordingly.

– A tracking email, with a tracking number will be sent to the email used at check out once the order has been shipped.

 

Live Arrival Policy Terms (LAG)

We offer both Feeder Insects and Exotic Insects, each with specific shipping requirements. Please read the entire contents below.

Feeder Insect LAG

1. Temperature Requirements: Delivery day temperatures must be between 55°F and 85°F if delivered to a home address.

-Any issues must be reported within 1 hour of delivery.

2. Hold for Pickup Requirement: If temperatures are below 55°F or above 85°F, packages must be held for pickup.

-Held packages must be collected the same day they arrive at the postal center.

-Temperatures must not drop below 32 or exceed 95 on the delivery day of the held package.

3.  Customers Choosing $7.99 Promotional Shipping can only receive credits and the original shipping cost is not covered.
-Only USPS and FedEx to Receive a free replacement for LAG-covered orders.

Exotic Insect LAG

1. Orders With Exotic Insects are sent FedEx Overnight, Held For Pickup and Temps are above 40 and below 95.
– Held orders must be picked up the same day they arrive at the Fedex Shipcenter. 

-Exotic Insects Include, Millipedes, Isopods, Springtails, Exotic Roaches, Scorpions, and anything that is not a common feeder insect.

 Fedex Overnight Gold Standard

Free Heat and Cold Packs (As needed)

Package Lost in transit covered 100%

Package crushed or damaged covered 100%

-Please Note USPS and $7.99 shipping options do not cover insulation/Heat packs/Ice packs. These options are available in the Shipping-Add Ons section of the site. 

Contact Us for Order Issues

Please send a photo of any DOAs to customer.service@tcinsects.com

In your message include the following

1. Order Number

2. Photo of item

3. Details of the issue with the order

 

TERMS
 

1. Fedex Overnight is Required for High End / Exotic Insects. This includes Isopods, Springtails, Tarantulas, Spiders, Mantis, Centipedes, Millipedes and other exotic NON-FEEDER Insects.
2. Please check your shipping address entered. We cannot be held responsible for an incorrect address entered by the customer.
3. Please Check your Hold Address is correctly entered, orders that ship Holds to their home address will receive the LAG terms for orders shipped directly to homes and not Hold for Pickup LAG. Detailed instructions are on the Hold for Pick-up Item.
4. Please be aware that the safest and most responsible way to ship live insects is with Hold for Pick up and its a free service
5. The customer is responsible for tracking a package and making sure they are home to bring the package inside within 1 hr of delivery.
6. The customer is aware that messaging us within 1hr of delivery is proof that the package was not left in the elements.
7. Tracking Data will be used for package Arrival Time
8. https://www.wunderground.com is the only accepted source for temperature data
9. We use the recorded Temperature Highs/Lows for the day only
10. We are not responsible for lost, miss-delivered or returned packages by USPS
11. We are not responsible for stolen packages 
12. We don’t refund for shipping delays. 
13. Areas Experiencing Extreme Weather will be contacted for assistance 
14. It is the customer’s responsibility to research the laws in their state.
15. We don’t ship Dubia Roaches to Florida
16. We don’t ship anything Alive to Hawaii or Alaska
17. We will offer no refund or replacement for refused packages or Held packages being returned due to the customer not picking up. 
18. Multiple Replacements are offered on a case-by-case basis.
19. We do not offer refunds, store credits and reshipments are given for qualifying orders.
20. For DOA Returns, Take a picture of the majority of DOA items
21. Always Keep Packages/Products in an open return in case additional pictures are needed.
22. Sizes of insects are approximate, being a natural product it is impossible for them to be exact.

 

We offer an amazing Live Arrival Guarantee Policy and monitor it for possible abuse. Any Abuse will result in account closure, banning, and the right to refuse and cancel all future orders.

Order Cancelations Policy

If you would like to cancel an order, or make changes to an order please email us at customer.service@tcinsects.com as soon as possible. It can take up to 2 days for our customer service team to receive your email. It is possible that the order can ship during that time. Therefore we cannot guarantee a cancelation. Please double-check your order address and add-ons before submitting an order.

Refund Policy

Due to the perishable nature of our products, we are unable to accept returns once an order has been shipped. We strive to ensure that all our products are of the highest quality and reach you in perfect condition. If you encounter any issues with your order, please contact our customer service team within 1 hour of receiving your delivery, and we will do our best to address your concerns.

Live Animals Tracking Policy

Customers must ensure that the correct email address is entered at checkout to receive tracking information. Additionally, customers should set up text tracking on the shipping company’s website to monitor the movement of their live perishable shipments.

Package Unpacking and Package Policy

• Always open your packages outside
• Make sure you have plenty of feeders while waiting for your package to arrive and compensate for possible delays. 
• We cannot guarantee the day a package will arrive. 
• We are not responsible for the damages caused by any insect or cleaner insect.