Customer Service Questions

Answers in the Category "Customer Service Questions"

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Yes! It’s actually faster and easier to redeem your voucher online! When you are prepared to receive your live insects, click on the orange box at the top of this page that says 'Redeem My Voucher' .

Unfortunately, we cannot ship live specimens or toys to Canada.

Chances are you probably meant to order the Cup of Caterpillars and not the voucher. You can redeem your voucher by clicking the orange box on top of this page that says 'Redeem Voucher'.

Insect Lore ships live caterpillars. We do not offer live butterfly eggs.

You can find Insect Lore’s Live Insect Instructions  by clicking here. Check out our Pinterest page for more FAQ's.

No, there is no need to sign for your package unless you have opted for overnight shipping. We strongly suggest, however, that you are prepared to open your package immediately upon receipt. Your live insects will not survive long in a hot mailbox or warehouse.

"Shipped with live NOW" is usually the best choice. You'll save valuable time and will receive everything you need in one convenient and exciting package! You can choose a future ship date up to a year in advance when selecting this option.

"With voucher (to redeem your insects later)" is a good option only if you are not sure when you'll be ready to receive and raise your live insects. This option includes an additional cost for shipping and handling your insects later. 

We also offer kits with "Prepaid Vouchers". These make great gifts, as there is no additional cost when redeeming on our website. 

If you are redeeming more than one voucher, please email us at multiplevouchers@insectlore.com or call us at 800-548-3284.

It is best for the health of your live insects that you have the shipment sent to a building where temperatures are controlled rather than an outdoor mailbox where temperatures may be extreme.

A great gift option is the Butterfly Garden Gift Set which includes a pre-paid voucher that can be redeemed at any time with no shipping and handling fee. You can also select any of our kits with a Future Ship Date so your friend can be prepared to receive it. 

Your best ordering option would be one of our live kits with a future ship date. When you reach checkout, choose the date you would like to have your product shipped up to one year in advance. This option is ideal for teachers with class projects.

Insect Lore ships live insects to the continental United States and Alaska. We cannot ship live insects to Hawaii, Puerto Rico, Canada, or Mexico. The voucher included in Ant Mountain can be redeemed for shipment in Canada and the United States, except for Oregon and Hawaii.

Yes! However, it is important for you to monitor the weather in your area prior to ordering, the ideal temperature is above 55 degrees and below 85 degrees Fahrenheit.

If you choose Standard Shipping and place your order before 9am PST your order should ship out the following business day, expect to receive your insects within 2 to 3 days (Standard Shiping includes Saturday delivery). For the most accurate information, please be sure to check your email or log into your account for your tracking number.

If you would like to receive your live order even sooner, you can choose FedEx 2 Day Delivery or FedEx Overnight, please note that you must place your order by 9am PST/12PM EST for it to ship out the same day. If you place your order after 9am PST/12PM EST, it will ship out the following business day. FedEx 2 Day and FedEx Overnight and 2 Day do not include Saturday delivery. If you are shipping to a P.O. Box, you cannot choose expedited shipping. Please choose Standard Shipping if you are shipping to a P.O. Box (Note: Please allow us one to two days to process your live order prior to shipment).

If you have a special shipping request, we will be happy to accommodate you! Please call our Customer Service Team at 1-800-548-3284.

The voucher is valid for one cup of caterpillars only. Additional cups of caterpillars may be purchased here.

You must treat your voucher like cash. Insect Lore is not responsible for lost or stolen vouchers.

Yes. This option is available online and over the phone. Just be sure to fill out the "Future Ship Date" field when checking out.