Shipping & Live Arrival Policy
At Lonestar Isopods, we take great care in packing every order so your isopods and springtails have the best possible chance of arriving safely and healthy.
Order Processing
Orders are generally processed within 2–5 business days. Live-animal orders may be held temporarily because of extreme temperatures, severe weather, carrier delays, holidays, or other conditions that could put the animals at risk.
Processing times may increase during sales, holidays, and periods of high order volume.
Shipping Schedule
Live animals are normally shipped early in the week to reduce the chance of an order being held at a carrier facility over the weekend.
Delivery dates provided by the carrier are estimates and are not guaranteed. Once a package has been accepted by the carrier, delays may occur that are outside our control.
Weather and Temperature
We monitor weather conditions at both the shipping and destination locations. We may delay shipment when temperatures or weather conditions are unsafe.
Customers are responsible for checking their local weather before ordering. During extreme heat or cold, we may require the package to be held for pickup at the nearest carrier location.
Customer Responsibilities
To qualify for our Live Arrival Guarantee:
Provide a complete and accurate delivery address.
Monitor tracking information and the expected delivery date.
Retrieve the package promptly after delivery or carrier pickup.
Do not allow the package to remain outdoors, in a mailbox, or inside a hot or cold vehicle.
Follow any weather-related shipping instructions provided by Lonestar Isopods.
Lonestar Isopods is not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer.
Live Arrival Guarantee
We guarantee that live isopods and springtails will arrive alive when all shipping requirements have been followed.
If an animal arrives deceased, contact us within two hours of the carrier’s recorded delivery time. Include:
Your name and order number
Clear photographs of the unopened container
Clear photographs or video showing the affected animals
A brief description of the condition of the package
Do not discard the animals, culture, container, or packaging until the claim has been reviewed.
Approved claims may be resolved through a replacement, store credit, or refund for the affected live animals. Original shipping charges are not refundable. If a replacement is provided, additional shipping charges may apply.
Minor losses within cultures containing numerous small organisms, including springtail cultures, may occur during transit and do not necessarily indicate that the culture is no longer viable.
Guarantee Exclusions
The Live Arrival Guarantee does not apply when:
The claim is submitted more than two hours after delivery.
The package was not retrieved promptly.
The customer provided an incorrect or incomplete address.
Delivery was delayed because the customer requested a hold, redirect, or rescheduled delivery.
Delivery was attempted but could not be completed.
The customer declined a recommended carrier-location hold during unsafe weather.
The animals were transferred, handled, or placed into an enclosure before photographs were taken.
Loss occurs after successful live delivery.
The guarantee covers arrival only. We cannot guarantee survival after delivery because enclosure conditions, moisture, temperature, food, ventilation, handling, and species-specific care are outside our control.
Lost or Damaged Packages
Contact us if tracking shows that a package is lost or if it arrives visibly damaged. Please retain all packaging and provide photographs so we can assist with a carrier claim.
Contact Us
Questions about shipping or a live-arrival claim may be sent to:
Lonestar Isopods
PO Box 112
Kurten, TX 77862