Shipping Policy

All orders include tracking information.

Shipping Schedule

Orders are generally shipped Monday through Wednesday, excluding holidays. We reserve the right to delay shipment due to weather conditions, carrier disruptions, or other circumstances that may jeopardize the safe arrival of live insects.

Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address. Zhi's Bug Hub is not responsible for delays, losses, or delivery issues resulting from incorrect or incomplete shipping information provided by the customer.

Delivery Responsibility

All orders are shipped with tracking and may include carrier-provided insurance where available. Once a package is marked as delivered by the carrier, responsibility for securing and retrieving the package transfers to the customer. Neither Zhi's Bug Hub nor USPS, UPS, FedEx, or any other carrier is responsible for packages that are lost, stolen, damaged, or exposed to weather after delivery.

Shipping Restrictions

Due to state regulations, we do not ship Dubia Roaches to Florida.
We do not ship to Alaska or Hawaii.

Live Arrival Guarantee

We guarantee that your insects will arrive alive when all conditions listed below are met. If insects arrive dead and all guarantee conditions have been satisfied, we may provide replacement insects, store credit, or another remedy at our sole discretion based on the circumstances of the claim.

Because live insects are perishable products, minor mortality during transit may occasionally occur and does not necessarily indicate a shipping issue. Normal transit losses may not qualify for replacement or credit.

While we do not guarantee live arrival when the conditions below are not met, we encourage customers to contact us regarding any shipment concerns. We strive to provide excellent customer service and may be able to assist on a case-by-case basis.

Conditions

Temperature Requirements

The destination temperature must remain between 40°F and 80°F during transit.

The Live Arrival Guarantee is void if temperatures fall below 40°F or exceed 80°F at any time during shipment, including:

• The destination ZIP code

• Any carrier facility, hub, or location shown in the shipment tracking history

Heat packs, cold packs, insulation, and other packaging measures help reduce risk but do not eliminate it and do not extend temperature guarantee limits.

Delivery Requirements

The package must not be refused, returned, redirected, abandoned, or otherwise rejected after delivery.

Customers are responsible for monitoring tracking information and promptly retrieving delivered packages.

Shipping Schedule Requirements

The package must be shipped on our normal shipping schedule (Monday through Wednesday) or on another shipping date specifically approved by Zhi's Bug Hub.

Shipments requested by the customer outside our normal shipping schedule are not covered by the Live Arrival Guarantee.

Documentation Requirements

Any claim for insects that are dead on arrival must be supported by clear photographs and/or video showing:

• The condition of the insects

• The original shipping container

• The shipping label

Documentation must be emailed to sales@zhisbughub.com within two (2) hours of the delivery time recorded by the carrier's tracking system and before the insects are used, transferred, discarded, or otherwise altered.

Failure to provide documentation within the required time period will void the Live Arrival Guarantee.

Carrier Delays and Circumstances Beyond Our Control

We are not responsible for losses caused by circumstances beyond our reasonable control, including but not limited to:

• Carrier delays

• Severe weather

• Natural disasters

• Transportation interruptions

• Acts of God

• Mechanical failures

• Labor disruptions

• Government actions

We reserve the right to evaluate these situations on a case-by-case basis.

Remedy

If all Live Arrival Guarantee conditions have been met and a claim is approved, Zhi's Bug Hub may provide one of the following remedies at its sole discretion:

• Replacement insects

• Store credit

• Partial credit for verified losses

Shipping charges are non-refundable and will not be credited or reimbursed.

Changing or Canceling Orders

We cannot guarantee that an order can be changed or canceled after it has been placed.

If you need to change or cancel an order, please contact sales@zhisbughub.com as soon as possible. While we will make reasonable efforts to accommodate requests, orders that have already been processed, packed, or shipped may not be eligible for modification or cancellation.

Refund Policy

Due to the perishable nature of live products, all sales of living items are final.

This includes, but is not limited to:

• Feeder insects

• Reptiles

• Amphibians

• Plants

• Other live organisms

Live items cannot be returned to Zhi's Bug Hub for refund or exchange.

Non-living merchandise may be eligible for return or exchange in accordance with applicable law and any separate return policies that may apply.

Limitation of Liability

To the maximum extent permitted by law, Zhi's Bug Hub's liability for any claim arising from the purchase, shipment, delivery, or use of products shall be limited to the purchase price of the affected products.

Under no circumstances shall Zhi's Bug Hub be liable for indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of animals, veterinary expenses, lost profits, emotional distress, or other related costs.