Unconditional Arrive Alive Guarantee

     

Unconditional Arrive Alive Guarantee
At Super Cricket Farms, we stand behind the quality of our insects. To account for normal transit stress, we add approximately 10% more insects to every order free of charge.
🌡️ Cold Weather Notice: Check for Dormancy First
Crickets and other insects will go dormant if they get cold during transit. They may appear dead but will often perk up once they are slowly warmed.
    • Important Step: Before reporting any losses, please keep the insects in a warm room for a few hours to see if they revive.

📋 Guarantee Eligibility & Criteria
To qualify for our Live Arrival Guarantee, your shipment must meet the following strict criteria:
    • Approved Shipping Methods:
        • Canada Post Express Air / Priority Air: Guaranteed Canada-wide.
        • Canada Post Standard Ground: Guaranteed only for orders traveling within Alberta, Saskatchewan, and Manitoba.
        • Void Warning: Choosing Standard Ground for live orders outside of AB, SK, and MB completely voids the guarantee. Standard Ground is a budget method and is not recommended if transit time exceeds 3 business days, or for live winter shipments outside the prairie provinces.

    • First Delivery Attempt: You must personally accept the package on the very first delivery attempt.
    • No Outdoor Drop-offs: Shipments left on doorsteps, porches, or inside outdoor community mailboxes void the guarantee. If you have an outdoor mailbox, please arrange delivery to a friend’s home or your workplace instead.

📉 How We Handle Claims (DOA Policy)
All Dead-on-Arrival (DOA) claims must be submitted within 24 hours of receiving your package. We do not offer cash refunds; all approved claims are resolved via store credit or replacement.
For Minor Losses (Over 10% up to 49% Mortality)
Because we include 10% extra insects in every box, claims are only eligible if your losses exceed that 10% buffer. If more than 10% of your total ordered count arrives dead, you will receive a credit toward your next order.
For Major Losses (50% or Higher Mortality)
If your order suffers an unacceptable mortality rate of 50% or higher, we will re-ship your order free of charge.
    • Photo Evidence Required: You must provide clear photographic proof of the deceased insects to qualify.
    • Return Policy: Super Cricket Farms reserves the right to request that the unsatisfactory shipment be sent back to us. If requested, we will fully cover all return shipping expenses.