We are only able to guarantee live delivery when the high temperature at destination upon delivery is between 40*F. and 80*F.

Please be sure to check your local weather forecast before placing your order! We can usually ship successfully when temperatures are lower or higher but it's best to check the HOLD AT POST OFFICE option at checkout when temps are outside our guaranteed range. Note: Even when a package is held at the post office, temperatures must be within the range above to qualify for the live guarantee. We are not responsible if the post office fails to hold a package when this service has been requested.

All orders are shipped via Priority Mail and are insured for up to $50 by USPS. Packages will be delivered along with your regular mail by the postman, no signature required. Unless we ship to a P. O. box, someone must be home to bring in the package when delivered. If no one will be home, please ship to a workplace, or neighbor's address, or select the HOLD AT POST OFFICE option on the checkout page. Phoenix Worms are not as fragile as many feeders but being left outside or riding for hours in a hot or freezing mail truck can stress or kill the worms.

 Upon delivery, if the temperature is within our guaranteed range and your worms fail to arrive in good condition (let warm up for awhile to "revive" if delivered on a cold day), we must be notified by email within 5 hours of delivery to be eligible for free replacement. Send email to phoenixworm@mchsi.com with REPLACEMENT REQUEST typed in the subject line. The time of delivery will be solely determined by tracking and delivery confirmation as published on the USPS website. Replacement cups will ship for free along with customer's next paid order--they will not be shipped separately (only one reship attempt).

We will ship to the address provided by our customer. If you use PayPal Express Checkout, be sure to verify that your ship to address is correct as PayPal may auto-fill the address information. We cannot provide free replacement if the post office returns a package to us which was addressed correctly per customer's instructions.

After an order is accepted online and confirmed, it cannot be cancelled. Various fees are retained by the web host and others before an order is sent to us for fulfillment. This makes it impossible to refund as we do not receive the full amount paid by the customer.

By placing an order on this website, customer affirms that he/she has read and accepts our Live Delivery Guarantee, Shipping Information, and Store Policies.