FAQ

Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

Q: What are your shipping costs?
A: All orders are shipped via Priority Mail and the fee is always only $5.95 per Intro pack or 4-pack (400+ worms) and NO sales tax!

Q: Should I refrigerate Phoenix Worms?
A: NO. Phoenix Worms can tolerate high temperatures but will have the best shelf life when stored at 50 to 60 degrees F. A wine cooler or basement are great storage places but setting the cups near an A/C vent will work just fine. Although it's possible to "hold" worms for months when stored at 50 degrees, you should only order the number of worms that will be fed off within 3 weeks so your animal will have fresh food.

Q: Should I leave the top off of my cup of Phoenix Worms to give them air?
A: NO. The special cup must be kept closed to ensure a long shelf life. Your Phoenix Worms will be able to breathe in their cup (we promise). Do not transfer the worms into another container for storage!

Q: What is the sawdust-like stuff in the cups? Is this food for the worms? Do I need to feed them anything?
A: The packing material is an organic medium but it is not food. Phoenix Worms must not be fed as this can foul the media and cause growth of bacteria, fungus, and other problems. Just add a few drops of water if the media/worms begin to appear too dry.

Q: How do I get the packing media off the worms? Is it harmful if my pet eats it?
A: Pour out the worms you plan to serve in a small dish and let them dry for a few minutes. The media will fall off the dry worms and you can easily blow away any residue that remains. Another way to clean worms quickly is to pour approximately the amount you want to feed into a cup/bowl of water. The worms will float and the media will sink to the bottom. Lift off the floating worms from the water surface with a hand strainer, pour onto a paper towel, and pat dry. Note: If your pet should accidentally ingest any particles, they are harmless.

Q: How do you keep Phoenix Worms from climbing out of their dish?
A: Just make sure you serve dry worms in a dry dish. Any moisture will enable Phoenix Worms to climb!

Q: Some of my Phoenix Worms are turning dark. Are they dead or dying?
A: Usually the answer is no. Turning dark is natural as the worm matures so this is seen more often in the large size. Dark worms actually have the highest levels of calcium. We suggest that you feed any dark worms first while they are still wiggly. Note: Dark, still, worms are trying to pupate but can still be fed. If conditions are just right, you may have a black soldier fly emerge in 10-14 days. Animals LOVE to catch the fly and eat it, too!

Q. Are all BSF larvae the same?
A. NO. To ensure safety, genuine Phoenix Worms is the only brand that was subjected to breeder testing for more than 5 years before being sold to the public. Reared in a completely closed environment, our worms are fed a proprietary diet which guarantees their nutritional values and provides balanced calcium:phosphorus for your pets. Other brands pack their worms in dirt, wood shavings, and other materials but we use a unique medium that is 100% organic and harmless. Customers tell us that other brands turn into flies quickly and do not have the long shelf life of Phoenix Worms.

Q: Can I buy Phoenix Worms at my local pet store?
A: Some pet stores carry our worms but lots of people still don't know about this new feeder. Help us spread the word! Email us the name and contact info for your local store and we'll contact them directly.

Q: Do you ship to Canada, the UK, European countries?
A: We currently ship to distributors in Canada and the UK who have obtained clearances to import these live insects. We are not able to ship directly to customers outside the United States due to customs restrictions. Contact us by email for specific information for your area.
 

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