When We Ship:
We ship orders Monday through Wednesday to ensure live arrival and prevent weekend delays.
 

Shipping Methods:
We use fast, trackable shipping services (UPS and USPS) with careful packaging to maximize live insect survival. Shipping options and rates will be shown at checkout based on your location.

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Processing Time:
Please allow 1–2 business days for order processing before shipment.

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Live Arrival Guarantee (LAG) & Refund Policy

Because our products are live and perishable, we do not accept returns on insects or cultures under any circumstances.

We do, however, provide a Live Arrival Guarantee (LAG) under the conditions below.
 

1) Live Arrival Guarantee (LAG) — Coverage Conditions LAG applies only when all of the following are met:

Shipping Method: The order is shipped using one of these services:

• UPS Overnight or 2-Day

• FedEx Overnight or 2-Day

• USPS Priority Mail Express Overnight (guaranteed service)

• USPS Priority Mail (non-Express) – covered only if the package is not delayed in transit

⚠️ Not Covered: USPS Ground Advantage, UPS® Ground, FedEx Ground/Home Delivery, First-Class Mail, or any economy/ground service.

• First Delivery Attempt: Someone is available to receive the package on the first delivery attempt.

• Reporting Window: You notify us at sales@spoodfood.com

•  within 2 hours of delivery, providing your order number and clear photos of any DOA (dead on arrival) insects.

• Orders shipped with methods not covered by LAG are shipped at the buyer’s risk and are not eligible for refunds or replacements.
   

2) Refunds & Replacements (Covered Shipments)

First Shipment DOA

If your order was shipped with a covered service and arrives completely DOA, you may choose either:

A full refund including shipping, or a one-time replacement (at our discretion).

Replacements

We cover shipping for the first replacement. If the replacement arrives DOA:

• Overnight services (UPS, FedEx, USPS Express Overnight): We refund the shipping cost only (not the insects).

• 2-Day services (UPS or FedEx): We refund the insect cost only (not shipping).

• USPS Priority Mail (non-Express, not delayed): We refund the insect cost only (not shipping).

• Only one replacement is allowed per order. After that, no further refunds or replacements will be provided.

• USPS Priority Mail (Non-Express) – Special Rules. If the package shows no carrier delay and arrives DOA, you may receive a full refund including shipping or a one-time replacement. If tracking shows a carrier delay, LAG does not apply and no refunds/replacements will be issued.
   

Partial DOA (Multiple Items)

• Refunds or replacements apply only to the DOA portion.

• If partial replacements arrive DOA, the same rules apply as above depending on shipping service.

• By requesting replacements instead of refunds, you accept the risk of further DOA loss.
   

3) Carrier Late-Delivery Refunds (Postage Only)

We align with carrier refund policies for postage refunds. Where a carrier offers a postage refund for late delivery, we will help you in submitting the claim.
 

• USPS Priority Mail Express (Overnight): Guaranteed delivery; postage may be refunded if the guarantee is not met. Other USPS services (Priority non-Express, First-Class, Ground) have no guaranteed delivery.

• FedEx: Money-Back Guarantee applies to select time-definite services (First Overnight, Priority Overnight, Standard Overnight, 2Day A.M., etc.), subject to exclusions. Claims must usually be filed within 15 days.

• UPS: Service Guarantee (Guaranteed Service Refund) applies to select services (Next Day Air, 2 Day Air, Worldwide Express, etc.), with exclusions for weather, customs, address issues, and special-handling shipments. 

We do not reimburse postage beyond what the carrier itself approves.
 

4) Final Terms

Claims outside the 2-hour reporting window or without required photos will not be honored.

We are not responsible for carrier delays, weather, natural disasters, customs issues, or other circumstances beyond our control.

By placing an order, you acknowledge and accept this policy.