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Live Product Guarantee
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Live Guarantee
Thank you for taking the time to read our product guarantee carefully.
We have attempted to create a guarantee that is straight-forward and specific so
that there is no confusion.
In the event of a Dead-On-Arrival (DOA), you have two choices:
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You will receive a credit towards future purchase
for the number of silkworms or insect cultures lost, or
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We will reship replacements free of charge on our next ship day.
However, if you choose to have the order reshipped,
we cannot reship or give
any refunds/credits after a second failure.
Re-Shipments will be via Priority Mail.
Please note:
• We do not give refunds.
• Orders are shipped with 10% more worms than
the stated quantity to cover any incidental DOA's.
• Reshipments and credits will not include food ordered with
silkworms. Fruit fly food cultures should be
kept in the fridge
until replacement flies arrive.
• If we are sold out of the product in question, you may choose to
wait for the product to become in stock
or we will refund your money
for the product. Refunds will not be made for food or for shipping.
• In the event of a DOA, DO NOT DISCARD THE DEAD ITEM(s). We may require that the
item(s) be returned
to us or USPS may need to inspect and document the damage when filing a claim.
This Live Guarantee WILL NOT BE IN EFFECT under the following circumstances:
- WE CANNOT OFFER A LIVE GUARANTEE FOR SHIPMENT TO DAYTIME HIGH TEMPERATURES OF 90°
AND ABOVE OR TO DAYTIME HIGH TEMPERATURES OF 40° AND BELOW, regardless of time in transit.
Shipment to such temperatures is at your own risk.
This is the daytime high temperature, not the temperature at time of delivery.
Heat packs should be ordered if high temperatures
in the destination city are 40° or below. During Winter and Fall, please order a
heat pack at the store on the bottom of each product page.
Heat packs are $2.50 plus 1 lb. extra shipping weight.
Please Contact Us regarding shipment to extreme temperatures.
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If your priority mail shipment takes longer than three days to reach
you (a rare occurrence) and the high temperature is above 40 and below 90 degrees F, the live guarantee will be amended as follows:
We will reship the order free of product charge, but the customer must pay for reshipping costs.
- We cannot offer reshipments, refunds or credits after a second DOA failure.
- In order for the live guarantee to remain in effect,
the customer must notify us of DOA's or other problems within 24 hours after receiving the order.
DOA notifications must be made via
email so that we will have a written record
of the problem.
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Claims due to carrier mistakes or delay must be handled through the
carrier.
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We do ship to Alaska, but do not guarantee live delivery.
Guarantee After Arrival
Once the customer has taken possession of the live feeder,
The Silkworm Shop cannot offer a further live guarantee.
Even if you follow the directions exactly, something could happen.
The product may be subject to an adverse environment, such
as hot sunlight, airborne bacteria, moist conditions, cigarette smoke and on and on.
We provide care sheets and we attempt to educate
the consumer about product care on this website, however, the live insects may
quickly die due to any numbers of circumstances completely beyond our control.
There are seldom problems in keeping the silkworms, fruit fly cultures and other critters
happy and healthy, and the best care is always common sense. Also, please
take a minute to carefully read the care sheet that comes with our silkworms
and cultures and Read About the Product
and its Care Here.
Silkworms, crickets and mealworms are the same type of merchandise. Just as both
crickets and mealworms die during extended keep, so do silkworms.
Many customers attempt to grow the silkworms larger or raise them all the way to moth stage.
While The Silkworm Shop encourages such attempts,
we know it is not an easy thing to do, and we cannot be held responsible
for any losses after arrival.
Does Someone Have to Be Home for the Order Delivery?
Someone must be home when the order is delivered. The critters cannot be left outside on a porch.
Packages left outside may be subject to excessive heat and sun
or cold. They may be infested by ants, which may kill the live merchandise.
Special Shipping Instructions
We Cannot Accommodate Special Delivery Instructions, such as "Leave package at the side of the
house behind bush" or "Deliver between 1 and 2pm" or "Deliver to front door, not mail box."
Postal carriers usually do not read or follow
such instructions written on the package, and we have no control over what time orders are delivered.
Although we will usually print your instructions on the box, we will not be held responsible for DOA's resulting
from the failure of mail carriers to follow special shipping instructions
or from shipments not delivered at a specific time of day or week.
Other Considerations About Our Guarantee
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A few of the critters may die during shipping.
Therefore, we always
provide more critters than the stated amount.
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If your praying mantis egg case does not hatch, we may decide to replace it if the customer pays shipping. Other items purchased with
egg cases or items in a kit (such as fruit flies, fruit fly supplies or other living food for the mantises) will not be replaced in the event your egg case does not hatch.
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Don't mistake skin castings for dead guys.
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The number one cause of DOA's is heat during shipping.
If destination temperatures are below 90° and above 40°
F, the heat / cold shouldn't be a problem.
However, even in mild temperatures, the live merchandise will die off when left
in the sun.
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We reserve the right to update the live guarantee
terms at any time.
Returns
Living Items cannot be returned.
Silkworm food cannot be returned.
Non-Living items can
be returned unused at the buyer's expense for exchange within 30 days of
purchase. You will be issued a store credit for the amount of the returned product.
The original shipping amount will not be credited.
Order Cancellations
All orders that are cancelled after being placed will incur a
$3.50 service charge.
Thank you for understanding our product guarantee.
While DOA's are seldom a problem,
we strive to
provide our valued customers with the protection
we believe you deserve.
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