MULBERRY FARMS GUARANTEE POLICIES (REV. 1/17)

IMPORTANT ADVISORY RE SUMMER SHIPPING! 

HOT WEATHER CAN KILL YOUR INSECTS!  PLEASE HELP US ENSURE YOUR INSECTS ARRIVE ALIVE AND HEALTHY AND PROTECT YOUR INVESTMENT!  IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK FORECASTED TEMPS IN THEIR AREA FOR THE WEEK THEIR ORDER IS SCHEDULED TO SHIP.  IT IS THE CUSTOMER'S RESPONSIBILITY TO REQUEST A HOLD FOR PICKUP IF TEMPS IN THEIR AREA WILL REACH ABOVE 80.  OTHERWISE OUR LIVE GUARANTEE IS VOID.  HEAT KILLS LIVE INSECTS!!!  (ESP. HEAT INTOLERANT ARE MED/LG SUPERS, BUTTERWORMS, WAXWORMS, BLACK SOLDIER FLY LARVAE!)  HOLD FOR PICKUP IS REQUIRED FOR OUR GUARANTEE TO APPLY IF TEMPS WILL REACH ABOVE 80 DEGREES.  COURIER DELIVERY TRUCKS ARE NOT AIR CONDITIONED AND THE INSIDE OF THE TRUCK BECOMES AN OVEN DURING THE DAY, EASILY REACHING 100 DEGREES INSIDE, WHICH WILL BAKE YOUR INSECTS.

THE BEST WAY TO GET YOUR INSECTS ALIVE AND TO PROTECT YOUR INVESTMENT IS: 1. BE SURE AND CHECK A NATIONAL WEATHER SERVICE FOR THE FORECASTED TEMPS IN YOUR AREA THE WEEK YOUR ORDER IS SCHEDULED TO SHIP, AND 2. REQUEST A HOLD FOR PICKUP IF TEMPS IN YOUR AREA WILL REACH ABOVE 80 DEGREES.

IMPORTANT ADVISORY RE WINTER SHIPPING!

COLD CAN KILL YOUR INSECTS!  PLEASE HELP US ENSURE YOUR INSECTS ARRIVE ALIVE AND HEALTHY AND PROTECT YOUR INVESTMENT!  IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK THE FORECASTED TEMPS IN THEIR AREA THE WEEK THEIR ORDER IS SCHEDULED TO SHIP.  IT IS THE CUSTOMER'S RESPONSIBILITY TO ORDER HEAT PACKS.  IT IS THE CUSTOMER'S RESPONSIBILITY TO REQUEST A HOLD FOR PICKUP IF TEMPS IN THEIR AREA WILL FALL BELOW 40 DEGREES. OTHERWISE OUR LIVE GUARANTEE IS VOID.  COLD KILLS LIVE INSECTS!!!  (ESP. COLD INTOLERANT ARE CRICKETS, SUPERS, ROACHES, AND THE SMALLER THEY ARE THE MORE COLD INTOLERANT THEY ARE!)  FOR YOUR PROTECTION, THESE COLD INTOLERANT INSECTS NEED A HEAT PACK AND HOLD IF TEMPS ARE BELOW 50 DEGREES; OTHER INSECTS NEED A HEAT PACK AND HOLD IF TEMPS FALL BELOW 40 DEGREES.  ORDER MORE THAN ONE HEAT PACK IF IT IS BELOW 30 DEGREES.  ORDER MORE THAN ONE HEAT PACK WHEN ORDERING ITEMS THAT WILL SHIP IN A LARGE BOX OR IN SEPARATE BOXES .... YOU WILL NEED AT LEAST ONE HEAT PACK PER BOX, MORE IF TEMPS ARE EXTREMELY COLD (below 30).

THE BEST WAY TO GET YOUR INSECTS ALIVE AND TO PROTECT YOUR INVESTMENT IS: 1. BE SURE AND CHECK A NATIONAL WEATHER SERVICE FOR THE FORECASTED TEMPS IN YOUR AREA THE WEEK YOUR ORDER IS SCHEDULED TO SHIP, 2. NOTIFY US IN THE "SHIPPING INSTRUCTIONS" OF THE LOW TEMPS IN YOUR AREA, 3. ORDER ONE HEAT PACK PER BOX IN TEMPS BELOW 45 DEGREES/55 DEGREES FOR COLD INTOLERANT INSECTS SUCH AS CRICKETS, SMALL SUPERS/ROACHES (be sure and order more than one heat pack per box in temps below 30), 4. REQUEST A HOLD FOR PICKUP, AND 5. AUTHORIZE US TO ADD ADDITIONAL HEAT PACKS IF NECESSARY.

MULBERRY FARMS is dedicated to providing you quality product and customer service above the industry standard.  Please be sure and read over our entire guarantee policy below before ordering with us for the first time, or if our policies have been revised since you last ordered.  While they may seem lengthy, these policies are in place to protect your investment in your order and we have tried to cover every scenario we can think of to help ensure your feeders arrive in good and usable condition (so your pets can enjoy them!) and that your expectations are met!  It is our goal that every order be a satisafactory experience; unfortunately there may times that due to circumstances out of our control problems may occur during shipping, or occasionally we may even make a mistake during preparation of your order.  If for ANY reason you have a problem with your order please let us know immediately so we can take care of you!  Please be sure and email us at admin@mulberryfarms.com should you ever have any questions or concerns about an order.  Thank you for your business!

NOTE THAT BY PLACING AN ORDER WITH US YOU ACKNOWLEDGE YOU ARE 18 YEARS OF AGE OR OLDER, YOU HAVE THE AUTHORITY TO MAKE YOUR PURCHASE, AND YOU AGREE TO OUR GUARANTEE, SHIPPING AND REPLACEMENT POLICIES CONTAINED ON THIS PAGE -- BE SURE AND READ THIS ENTIRE PAGE BEFORE YOU ORDER FOR THE FIRST TIME OR IF OUR POLICIES HAVE BEEN REVISED SINCE YOU LAST ORDERED!

LIVE GUARANTEE/SUMMER & WINTER SHIPPING POLICIES

"LIVE DELIVERY GUARANTEE" is valid ONLY IF someone is at the delivery location to accept the package directly from the carrier AT THE TIME OF DELIVERY (unless delivered to a P.O. Box or held for pickup at customer's local post office or nearby staffed FedEx/UPS center).  (Packages unattended for any reason, even for a brief period of time, are vulnerable to ants, weather, theft, etc.)  NOTE: PACKAGES ARE SHIPPED "NO SIGNATURE REQUIRED"; RECIPIENT MAY BE ASKED TO SHOW I.D. WHEN PICKING UP PACKAGE AT POST OFFICE/FEDEX/UPS.

YOU MUST REQUEST A HOLD FOR PICKUP* if temperatures in your area are above 80 degrees (highs) or below 40 degrees (lows); otherwise we DO NOT GUARANTEE LIVE DELIVERY! 

*IMPORTANT!!! WE ARE NO LONGER INDEPENDENTLY VERIFYING TEMPERATURES BEFORE SHIPPING AS WE HAVE DONE IN THE PAST!!! It is the CUSTOMER'S RESPONSIBILITY to check forecasted temperatures in their area during the week of shipping (see our Shipping Schedule) and to request a HOLD FOR PICKUP if temps are expected above 80 (highs) or below 40 (lows). Otherwise OUR LIVE GUARANTEE IS VOID!
 

HOLD FOR PICKUP service is required for our live guarantee in temperatures over 80 (highs) and below 40 (lows) degrees. If you select HOLD FOR PICKUP option when ordering we will have your package held at the nearby Fed Ex/UPS STAFFED Hub (not a satellite facility such as Kinko's, etc.) (if 10 mi. or less to your shipping address) or your local Post Office, using YOUR EMAIL ADDRESS or the SHIP TO PHONE NUMBER you provide in your order as a contact.* IF HIGHS ARE ABOVE 80 AND LOWS ARE BELOW 40 AND YOUR PACKAGE IS NOT HELD FOR PICKUP OUR GUARANTEE IS VOID. Package is deemed "delivered" when it reaches the post office/hub and must be timely picked up (same day).  There is NO refund, credit or replacement available for packages that are not timely picked up or that are unclaimed/returned/destroyed. (Most carriers will only "hold" a package for five days before it is deemed unclaimed.)

*You will have an option of "HOLD FOR PICKUP" or "DO NOT HOLD FOR PICKUP" when checking out.  We will follow the customer's instructions as to hold or not to hold.  We are no longer independently checking or verifying temperatures at the ship to location and if you do not advise us of the need for a temp hold and do not request a temp hold and your package is not held OUR GUARANTEE IS VOID.  IT IS THE CUSTOMER'S RESPONSIBILITY TO REQUEST A HOLD FOR PICKUP. 

IT IS THE CUSTOMER'S RESPONSIBILITY TO ORDER HEAT PACK(S) AND AUTHORIZE US TO ADD ADDITIONAL HEAT PACKS. NOTE: PLEASE ADVISE US IN THE "SHIPPING INSTRUCTIONS" WHEN ORDERING OF LOWS BELOW 40 IN YOUR AREA. This will help us determine if you have ordered sufficient heat pks based on your order. For COLD SENSITIVE insects such as crickets, small supers/roaches, the low temp threshold is 55 degrees as esp. smaller crickets, small supers/roaches are extremely cold intolerant and these insects should be held for pickup below 55 degrees.

**RE "HOLD FOR PICKUP" ORDERS ... IN CASE YOU DO NOT RECEIVE THE EMAIL OR PHONE CALL WHEN YOUR PACKAGE ARRIVES, DO NOT WAIT TO HEAR FROM THE CARRIER THAT YOUR PACKAGE IS AVAILABLE FOR PICKUP!  PLEASE BE SURE TO FOLLOW YOUR ONLINE TRACKING AND CONTACT YOUR POST OFFICE / OTHER CARRIER WITH THE SHIPMENT ID NUMBER BEGINNING THE MORNING OF THE DAY YOUR SHIPMENT IS DUE TO ARRIVE SO YOU CAN TIMELY PICK UP YOUR PACKAGE!**
 

WINTER SHIP/HEAT PACKS: BE SURE TO REQUEST A HOLD FOR PICKUP DURING CHECKOUT IF "LOW" TEMPS IN YOUR AREA ARE BELOW 40 DEGREES; OTHERWISE OUR GUARANTEE IS VOID. IF "LOW" TEMPS IN YOUR AREA ARE BELOW 45 DEGREES (55 DEGREES FOR CRICKETS, SMALL SUPERS/ROACHES) BE SURE TO ORDER A HEAT PACK; OTHERWISE OUR GUARANTEE IS VOID.  DURING COLD WEATHER, PLEASE MAKE A NOTE OF THE LOWS IN YOUR AREA IN THE "SHIPPING INSTRUCTIONS" (during checkout).  Depending on the order/product/temps, we may require you to purchase one or more heat packs @ $1.99 ea (plus any added shipping) to guarantee live delivery. If you have a large order, your order requires more than one box, or temps are below 30 be sure and order MULTIPLE heat packs to ensure live delivery! IF YOU DO NOT PURCHASE NECESSARY HEAT PACK(s) AND YOU DO NOT HAVE HELD IN LOW TEMPS OUR GUARANTEE IS VOID!!!

WINTER SHIPPING & CRICKETS/SUPERS/ROACHES:

CRICKETS/SUPERS/ROACHES (esp. smaller sizes) ARE HIGHLY SUSCEPTIBLE TO COLD!!!  BE SURE TO ORDER A HEAT PACK AND REQUEST A HOLD FOR PICKUP IN THE SHIPPING INSTRUCTIONS WHEN ORDERING CRICKETS (esp. smaller sizes, as well as small supers/roaches) IF **LOWS** IN YOUR AREA ARE PROJECTED TO BE UNDER 55 DEGREES DURING THE WEEK OF SHIPMENT OR YOUR GUARANTEE WILL BE VOID!!

SUMMER SHIP/COLD PACKS:  BE SURE TO REQUEST A HOLD FOR PICKUP DURING CHECKOUT IF "HIGH" TEMPS ARE ABOVE 80 DEGREES; OTHERWISE OUR GUARANTEE IS VOID.  Because of how quickly they melt, cold packs are not available for any shipments other than egg orders shipped in styrofoam box.  The only method to ensure the greatest success in live delivery in very warm weather is through HOLD FOR PICKUP service.

LIMITATIONS FOR EXTREME HEAT/COLD & USPS SHIPPING DELAYS/MISHANDLING:

(1) WE CANNOT OFFER OUR REGULAR LIVE GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS OVER 90 DEGREES (EVEN IF HELD FOR PICKUP). 

(2) WE CANNOT OFFER OUR REGULAR LIVE GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS UNDER 25 DEGREES (EVEN IF HELD FOR PICKUP). 

(3) WE CANNOT OFFER OUR REGULAR GUARANTEE ON USPS 1ST CLASS/PRIORITY MAIL PACKAGES (A) THAT ARE MORE THAN TWO DAYS IN TRANSIT (this includes delays in transit, misrouted packages and packages deemed "lost in the mail"*), OR (B) WHERE THE POST OFFICE DISREGARDS OUR "HOLD FOR PICKUP" REQUEST.
 

[PLEASE NOTE: DUE TO RELIABILITY PROBLEMS WITH THE POST OFFICE WE HAVE HAD TO MAKE CHANGES TO THE WAY WE HANDLE ISSUES WITH PRIORITY MAIL PACKAGES. WE ARE NO LONGER SIMPLY SHIPPING REPLACEMENT ORDERS. All Priority Mail packages carry $50 in insurance. If there is an issue with your order due to ship delays or mishandling of your package by the post office, the customer will be required to file an online claim at USPS.COM (https://www.usps.com/help/claims.htm) to recover up to $50 in loss insurance from the post office. (The post office will issue you a check shortly after your claim is filed online.)  We will work with the customer on a case by case basis on losses over the $50 insurance limit.  Also, even if your package falls under the above guarantee exceptions, we will still try and work with you (e.g., at our discretion we may offer a discounted replacement shipment or some freebies with your next order to make up for the hassle of filing an online claim with the post office, etc.), so please be sure and let us know RIGHT AWAY if you have trouble with your order.]

*USPS priority mail packages are deemed "lost" if not received within 9 shipping days.  We may, at our discretion, require customer to contribute to a discounted replacement shipment for a "lost" order. If the "lost" shipment is then received after 9 shippng days the customer can put in a claim online at usps.com for loss up to $50. 

EXPLANATION OF USPS "PRIORITY MAIL" TIMES IN TRANSIT/GUARANTEE:

•USPS "PRIORITY MAIL" IS AN "AVERAGE" OF 2-3 DAYS, BUT CAN TAKE LONGER AND HAS NO GUARANTEED DATE OF ARRIVAL/TIME IN TRANSIT.  THIS IS THE LEAST DESIRABLE METHOD FOR SHIPPING LIVE INSECTS BUT IS OFTEN THE MOST COST EFFECTIVE.  WHILE WE OFFER THIS OPTION TO OUR CUSTOMERS AS A COST SAVINGS ALTERNATIVE, PRIORITY MAIL PACKAGES DO NOT CARRY THE SAME GUARANTEE AS OTHER SHIPPING METHODS (SEE ABOVE PRIORITY MAIL GUARANTEE LIMITATIONS).

REPLACEMENTS

WE MUST BE NOTIFIED WITHIN ONE HOUR AFTER DELIVERY of your package of any dead arrivals or delivery problems (otherwise, our guarantee is void).  NOTE THAT for purposes of date and time of delivery we recognize the CARRIER status information.

In the event of a loss, as long as customer followed the criteria stated in our shipping policy and the package s otherwse covered under our guarantee, Mulberry Farms will reship your order free of product charge (but may require customer to pay some of the cost of reshipping).** Or, if customer prefers, Mulberry Farms can include the replacement product (plus extra free product) with your next order - if you mention it in the "shipping instructions" section (during checkout) when ordering.***
 
Note: A photograph (and/or video) of the dead or damaged product is required in order to obtain a replacement so please do not throw away any product you have a complaint about before taking a picture/video and talking with us; otherwise, our guarantee is void!!!! 

If there is a problem with your that occurs beyond the ONE HOUR live guarantee period, please do let us know, and we will see what we can do to accommodate you - we stand behind our products and do our best to do right by every customer!  

**Replacement packages are shipped priority mail (unless customer wishes to purchase a shipping upgrade) and replacements do not fall under our usual guarantee -- in other words, no replacement guarantee for replacements is available, we ship one replacement package per order, per our guarantee policies, tho we may at our discretion still work with you if you have an issue with your replacement package, so do please let us know if you have a problem with your replacement.

***To receive your free replacements with your next order, your next order must be placed within six months from the original order date.

WE DO NOT GUARANTEE PACKAGES THAT ARE "REFUSED" FOR ANY REASON and no refund/credit is available for any "refused" package.  (Note: This includes any packages that are not timely picked up at the fedex/ups hub or post office, such packages are deemed "delivered" upon their arrival at the hub/post office, and customer specifically agrees to timely pick up any packages held at the hub/post office.)

Treatment of "Damaged" or "Questionable" Packages:  If you have a concern about the condition of any package, in order for your package to be covered under our guarantee policies, you must first accept the package, open it up to make sure whatever is in the package is not still alive/usable, and then contact us right away.  (Note: If the box is damaged, contents are broken, insects are dead, smelly, escaping, etc., please put the box inside a garbage bag if necessary but do not throw the box or contents away before taking pictures and/or video that clearly show the damaged/dead packaging/product. This will be required to obtain any type of refund from the carrier or to be considered under our guarantee policies.).   Thank you.

WE DO NOT GUARANTEE PACKAGES THAT ARE "UNDELIVERABLE" as addressed, unless it is due to our error.  "Undeliverable" packages are not covered by our guarantee, as long as we ship to the address provided by customer.  When a customer provides an "undeliverable" or "incomplete" address we may reship a discounted order at our discretion.

NO CHARGE BACKS/NO CASH REFUNDS: No charge backs and no cash refunds are available; we offer replacement product only for unsatisfactory orders in accordance with our shipping policies. 
 

NO RETURNS: No returns can be accepted due to the perishable nature of our products.


No live insects can be shipped to Hawaii without a permit.

PUERTO RICO CUSTOMERS: We cannot fully guarantee live delivery on shipments to Puerto Rico; however, do please let us know immediately upon delivery if you have a problem with your order and at our discretion we may work with you on a discounted replacement.