Frequently Asked Questions
1. What is ProBugs?
Probugs is a company that we partner with who provides an alternative option to live insect feeders for our customers. You can learn more about our partnership on our website.
2. Why can’t I add a heat pack to my order? It’s cold.
We don’t include heat packs with our orders until it is under 20 degrees. With your order, we do include Styrofoam peanuts. The peanuts and the body heat of the insects keeps them warm on their travel. If there is too much heat, they will cook themselves.
3. Why is my tracking still saying that my order is in Chardon?
USPS often scans the batch of packages when it is received at our local post office in Chardon. Once the package leaves our local office, the next hub doesn’t always scan the packages. Since this happens, it seems like the package is still at our post office for days. Rest assured the package is traveling and is on its way to you. Keep an eye out on the tracking to update when it is scanned at your local post office.
4. When will my order arrive?
It normally takes 3 to 4 business days for the package to be deliver by USPS. Sometimes, it does take longer depending on the season. If there are any issues, please email us.
5. My insect feeders just arrived and they are not moving. What’s going on?
Sometimes when the feeders get cold, they go into a hibernation. Take them out of the bag and put them into a container. Then, leave them at room temperature or put on heat tape. Give them a couple hours to warm up. If they don’t come back to life, please email us with a picture and your order number.
6. Do you ship internationally?
We only ship inside the continental United States.
7. Why don’t you include a packing slip in the package?
We want to reduce our paper use and waste. We send an electronic confirmation and an invoice. If you would like a packing slip in your order, please let us know.
8. Where do you ship?
We ship with in the continental United States. However, we don’t ship Dubia roaches to Florida per Florida State Law.
9. What shipping options do you have?
At this time, we only offer USPS shipping. This normally takes 3 to 4 business days.
10. Why do your sizes seem smaller or larger then another competitors?
There is no set sizing chart for insect feeders. Everyone sizes their feeders differently. If you have any issues with the sizing, please contact us by email with pictures.
11. My order isn’t here and the tracking says “delivered.” What should I do?
First, check to see if the package is in any unusual place around your home. If you are not able to find the package, please contact your local post office. They are able to talk to the post office person that delivered the package. If they are not able to find the package, please contact us by email.
12. Do you overstock orders?
Yes, we overstock all insect feeders orders by about 10% in case there is any death in transit.
13. What do I do if there is a mistake in my order?
Please contact us by email at firstname.lastname@example.org with your order number and what is wrong with the order.
14. How do I care for my new reptile?
We have a great guide on our blog to get you started with caring for your new reptile!
15. My package is missing. Should I call the post office?
Yes, but not the 800 USPS number as that is the national line. We suggest that you call your local post office with your tracking number and they'll be better equipped to help you find the package.
16. How do I use my Reward Points?
First, log in to your account and click on the green Rewards button. Once you have clicked on that, a new screen will come up with how many points you have. You can then click to use those points. Select "Get Code" and it will then send a one-time code to your email that can be used in the checkout.
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