Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact using the contact page.

Live Arrival Guarantee Policy

Our live arrival guarantee applies to any order as long as temperatures are between 40 and 85 degrees, keep in mind this includes any regions it may have to travel through to get you its final destination. LAG is not included for temperatures outside of that range. You can opt to have your items shipped via UPS or FedEx 2 day express, or to have your order held for pickup to avoid exposure to extreme temperatures. Our goal is to get your order to you alive and well.


Please note any packages being held at your local post office must be picked up within 4 hours of becoming available for the live arrival guarantee. This is to guarantee the safety of your culture/s. Please track your orders as they are only packed for short term shipping. Leaving them at the post office or other carrier is not safe for the animals and voids the LAG.

In the event an order arrives with any issues, notification must be sent within one hour of pickup or delivery. Please include pictures of any items that need to be replaced. This helps us figure out what may have gone wrong, and prevent it in the future. Please submit pictures and details here for item replacement.

We at anytime may substitute one carrier for another especially times of severe delays such as holidays as to get your order to you as quickly and safely as possible. We will never deliberately put any live animal in jeopardy. We keep close tabs on carrier delivery times and delays to ensure your items arrive alive and well.

Orders normally ship between Tuesdays and Fridays. You will receive an email with tracking information once your order has shipped.

Operations during Holidays

The Holidays are right around the corner and that means shipping delays. Because of these delays, starting November 24th we highly recommend shipping UPS or FedEx 2 Day or next day shipping with hold. We strive to get your live items to you alive and well so we ask please bare with us as we are taking the needed precautions.

  • Orders ship between Tuesdays and Fridays, however orders containing live items will not ship on Fridays.

  • There will be no LAG between November 24th and December 20th if you do not select UPS or FedEx 2 day or next day shipping with hold for your shipping method. No exceptions.

  • No live orders will ship between December 20th and January 9th as to avoid holiday delays.

  • We reserve the right to hold shipment if severe weather conditions are expected and will ship when weather conditions are suitable for shipping. (above 20F)

  • If you would like to have your order put on hold due to temperatures please contact us and we will do so.

  • More dates may be added based on the recommendations of the carrier.
  • We at anytime may substitute one carrier for another especially times of severe delays such as holidays as to get your order to you as quickly and safely as possible. We will never deliberately put any live animal in jeopardy. We keep close tabs on carrier delivery times and delays to ensure your items arrive alive and well. 

Returns and Refunds

There are no product refunds on live animals that were sent out and arrived DOA. In the event an order arrives with any issues, the notification must be sent within one hour of pickup or delivery. Please include pictures of any items that need to be replaced. This helps us figure out what may have gone wrong, and prevent it in the future.

 

Refunds or replacements for non-live products are acceptable only in the event that the item was received damaged. Pictures of damaged goods will need to be sent for the replacement\refund process. If you cannot provide pictures, there is no replacement or refund.

 

To submit for a replacement please click here and fill out the Order issue submission form entirely.

 

To postpone or cancel and order please click here and fill out the form in its entirety
 

Shipping

The Bug Hub LLC ("we" and "us") is the operator of (https://thebughub.shop). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

The Bug Hub LLC does not accept returns due to change of mind unless discussed and agreed upon and as long as a request to return is received by us within 2 days of receipt of item and are returned to us in original packaging, unused, and in resellable condition.Return shipping will be paid at the customers' expense and will be required to arrange their own shipping.

 
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

 

(The Bug Hub LLC) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

The Bug Hub LLC will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.

Upon return receipt of items for a warranty claim, you can expect The Bug Hub LLC to process your warranty claim within 7 days.

Once the warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in-store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Transit time Internationally

N/A

4.3 Dispatch Time

Orders are usually dispatched within 2-10 business days of payment of the order depending on the item.

We operate on Tuesday - Friday during standard business hours, except on national holidays at which time will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

The Bug Hub LLC does not ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.


4.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and The Bug Hub LLC encourages you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to The Bug Hub LLC at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service inquiries, please submit an inquiry on our contact page.