Frequently Asked Questions

How quickly will my order arrive?

NutriCricket ships live orders using FedEx 2Day or FedEx Ground when FedEx estimates that Ground will arrive as quickly as or faster than 2Day service.

Our goal is for live orders to arrive within two business days after shipment. Delivery dates are estimates and may be affected by severe weather, holidays, carrier delays, or other circumstances outside our control.

What days do you ship live orders?

Live orders normally ship Monday through Wednesday. This helps prevent live feeders from being held in transit over a weekend.

Orders placed later in the week may be held until the following Monday. We may ship on another day when we can confirm that the order is expected to arrive safely before the weekend.

Non-live and shelf-stable products may ship Monday through Friday.

What is the cutoff time for same-day shipping?

Orders placed before 2:00 p.m. Eastern Time may be eligible for same-day processing.

Same-day shipment is not guaranteed. Product availability, weather conditions, the delivery destination, and the day of the week may affect when an order ships.

Is shipping free?

Standard shipping is included in the prices of eligible NutriCricket products. Customers will not see a separate standard shipping charge unless an order requires a special service or an approved replacement shipment.

Does NutriCricket offer a Live Arrival Guarantee?

Yes. Eligible live-feeder orders are protected by our Live Arrival Guarantee.

The guarantee does not apply when the forecasted temperature at the delivery destination is above 95°F on the scheduled delivery date. Orders shipped under these conditions are not eligible for a refund, credit, or replacement if the feeders do not arrive alive.

Please review our complete Live Arrival Guarantee before ordering.

What should I do if my feeders do not arrive alive?

Contact NutriCricket within 24 hours of the carrier-recorded delivery time.

Your claim must include:

• Your order number or tracking number

• Clear photographs of the exterior packaging

• A clear photograph of the shipping label

• Clear photographs showing the condition of the package contents

• A brief description of the issue

Please retain the original packaging and contents until your claim has been reviewed.

When an eligible claim is approved, NutriCricket will offer one replacement shipment of the affected live feeders for a $9.95 reshipment fee.

Claims submitted more than 24 hours after delivery are not eligible for the guarantee.

What if my crickets appear dead after arriving in cold weather?

Crickets may enter a dormant state when exposed to cold temperatures and can appear motionless even though they are still alive.

Bring the package indoors and allow the crickets to warm gradually to room temperature for approximately two hours. Do not expose them to direct or excessive heat.

If they remain unresponsive after warming, follow the claim instructions in our Live Arrival Guarantee and contact us within 24 hours of delivery.

What temperatures are covered by the Live Arrival Guarantee?

Eligible live orders are protected when the forecasted temperature at the delivery destination is 95°F or below, provided all other guarantee requirements are met.

Live orders shipped when the forecasted temperature at the delivery destination is above 95°F on the scheduled delivery date are shipped at the customer’s risk. These orders will not qualify for a refund, credit, or replacement.

Do you offer refunds or cancellations?

No. All sales are final once an order has been placed.

Orders cannot be canceled, returned, exchanged, or refunded after placement, except where required by applicable law.

If weather or another issue makes shipment unsafe, we may be able to place an unshipped order on hold. Contacting us does not guarantee that an order can be changed or held.

Problems involving live arrivals are handled under our Live Arrival Guarantee. Approved claims qualify for one reshipment for a $9.95 fee rather than a cash refund.

Please review our complete Return and Refund Policy before ordering.

Can I change my order or shipping address?

Contact us immediately if you need to request a change. We may be able to place an unshipped order on hold or correct certain information, but changes are not guaranteed.

An address change may not be possible after an order has entered processing or has been transferred to FedEx. Any carrier fees resulting from a customer-requested address correction may be charged to the customer.

Customers are responsible for reviewing their products, quantities, feeder sizes, address, and payment information before completing checkout.

Can you ship to a P.O. box?

No. FedEx requires a valid and deliverable street address.

Please confirm that your address is complete and that your apartment office, business, mailroom, or receiving location will accept a package containing live insects.

A refused shipment or a delivery problem caused by an incorrect or incomplete address may void the Live Arrival Guarantee.

What should I do when my live order is delivered?

Monitor the tracking information and arrange for someone to receive the package.

After delivery:

1. Bring the package indoors immediately.

2. Open it promptly.

3. Inspect the feeders and packaging.

4. Follow the appropriate care instructions for the feeder species.

5. Contact us within 24 hours if there is a qualifying live-arrival problem.

Do not leave live feeders outdoors, inside a mailbox, in a delivery locker, or in a hot or cold vehicle.

Do not refuse a delayed or damaged shipment. Accept the package, photograph it and its contents, and contact us.

What size feeder should I order?

As a general guideline, a feeder with a hard outer shell should not be larger than the distance between your animal’s eyes.

Every species, age, and individual animal can have different dietary needs. Consult an experienced exotic-animal veterinarian or other qualified animal-care professional if you are uncertain about the appropriate feeder species, size, or quantity for your animal.

Some natural variation in feeder size should be expected.

How should I care for my feeders after arrival?

Care requirements vary by feeder species. In general, live feeders should be:

• Removed from the shipping package promptly

• Placed in an appropriately sized and ventilated enclosure

• Kept within the recommended temperature range

• Provided with species-appropriate food and hydration

• Protected from chemicals, direct sunlight, and extreme temperatures

• Kept in clean conditions with sufficient space and ventilation

Review the product information and care directions for the specific feeder you purchase. Improper housing, temperature, ventilation, food, or hydration can shorten the feeder’s lifespan after delivery.

How long will my crickets live?

A cricket’s complete life cycle is generally around eight to ten weeks, although lifespan varies with age and care.

Small crickets are younger and normally have more growing time remaining than large crickets. Large crickets are closer to adulthood and may have a shorter remaining lifespan.

Proper ventilation, hydration, food, temperature, and cleanliness can help keep crickets healthy after arrival.

Do you offer subscriptions?

Yes. Subscription options are available on eligible NutriCricket products through PayWhirl. Available delivery frequencies are shown on each participating product page.

Depending on the options enabled for a subscription, customers may be able to:

• Skip an upcoming delivery

• Pause or resume a subscription

• Change the delivery frequency

• Update products or quantities

• Update a shipping address

• Update a payment method

• Cancel future renewals

Subscription changes must be completed before the next scheduled charge.

Once a subscription order has been created, processed, or charged, that order is final and cannot be canceled or refunded. Canceling a subscription stops future renewals but does not cancel or refund an order that has already been processed.

How do I manage or cancel my subscription?

Sign in to your NutriCricket customer account and select Manage Subscriptions.

Open the subscription you want to manage and select the available edit, skip, pause, or cancel option.

If the Manage Subscriptions option does not appear, contact our customer-service team before your next scheduled charge. Please include the email address associated with the subscription.

Can I purchase without subscribing?

Yes. Eligible products offer a one-time purchase option in addition to any available subscription options.

Select One-time purchase on the product page before adding the product to your cart.

Do you have a physical location?

Yes. Our facility is located at:

749 West Winder Industrial Parkway
Winder, GA 30680
United States

If local pickup is available for a product, that option and its instructions will be displayed on the product page or during checkout.

Please wait until you receive confirmation that your order is ready before arriving for pickup.

How can I contact NutriCricket?

NutriCricket and Premium Crickets are supported by the same experienced team.

Email: support@premiumcrickets.com
Telephone: 234-PET-FOOD (234-738-3663)
Address: 749 West Winder Industrial Parkway, Winder, GA 30680
Customer-service hours: Monday through Friday, 9:00 a.m.–4:30 p.m. Eastern Time

You may also send us a message through the NutriCricket Contact Us page.

When contacting us about an existing order, please include your order number. Live-arrival claims must follow the instructions and reporting deadline in our Live Arrival Guarantee.