​What to do if your package is not delivered

When ordering live animals online, it is easy to feel anxious when your bugs don’t arrive on time or when they don’t arrive at all. Nobody wants to open a box containing dead bugs, especially when you need those bugs so that your best scaly friend can eat! Thankfully, there is no need to panic!

If you haven’t received your package, the first thing that you should do is check the tracking on your package. After every order is shipped, the customer receives a shipping confirmation email. This email will contain your tracking number. If you cannot find your tracking number, you can always reach out to us via email and we will be happy to help! Your tracking number can tell you a lot about where your package is and when you could expect to see it delivered. The tracking will also tell you if the package is undeliverable or if they had attempted delivery. Some packages may be deemed undeliverable if the carrier can’t find a safe or secure place to leave the package or if the address is incorrect. If one of these things happens, the package will likely be returned to the sender. For this reason, it is so important to make sure that you give the correct address and that the delivery location is accessible for the delivery driver.

The tracking will also tell you if there has been a delay with the package. When there are delays with a package, we usually suggest practicing patience and waiting a day or two to see if the tracking updates and if the package moves. If you don’t see any change in a day or two, please reach out to us! We can look into your order to see if we can gather any more information. If we deem the package as lost, we will issue a refund or a replacement order.

What do you do if the tracking says delivered but you can’t find the package? The first thing to do is check the tracking details to see if the carrier left details on a specific location that they left the package. If you still can’t find the package, it is a good idea to check with anyone that you live with to see if they may have brought the package in. If you can’t locate the package anywhere, you will need to call your local post office. They may have more information regarding your package. If they don’t have more information, it is a good idea to file a missing or stolen package report. If you file a missing package report, you can then send us a copy of that. This will help us to expedite the process of getting you a refund or replacement.

Lastly, if you have had bad luck with a carrier not being able to deliver your packages in the past, we highly recommend choosing a different carrier for your next order. If you are curious about any shipping options, please don’t hesitate to reach out with any questions or concerns. We want you to get your bugs as quickly as possible and we will do whatever we can to make that happen!