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Our Guarantee-REV.11/14

MULBERRY FARMS GUARANTEE POLICIES (REV. 11/17/14)

IMPORTANT ADVISORY RE WINTER SHIPPING!  COLD WEATHER IS UPON US!  PLEASE HELP US ENSURE YOUR INSECTS ARRIVE ALIVE AND HEALTHY AND PROTECT YOUR INVESTMENT!  IT IS THE CUSTOMER'S RESPONSIBILTY TO NOTIFY US IN THE "SHIPPING INSTRUCTIONS" OF THE LOW TEMPS IN THEIR AREA FORECASTED FOR WEEK OF SHIPPING!  IT IS THE CUSTOMER'S RESPONSIBILITY TO ORDER HEAT PACKS!  IT IS THE CUSTOMER'S RESPONSIBILITY TO REQUEST A HOLD FOR PICKUP!  OTHERWISE OUR GUARANTEE IS VOID.  COLD KILLS LIVE INSECTS!!!  ESP. COLD INTOLERANT ARE CRICKETS, SUPERS, ROACHES, AND THE SMALLER THEY ARE THE MORE COLD INTOLERANT THEY ARE!  THESE COLD INTOLERANT INSECTS NEED A HOLD & HEAT PACK IF TEMPS ARE BELOW 55 DEGREES; OTHER INSECTS NEED A HOLD & HEAT PACK IF TEMPS FALL BELOW 45 DEGREES.  ORDER MORE THAN ONE HEAT PACK IF IT IS BELOW 30 DEGREES.  ORDER MORE THAN ONE HEAT PACK WHEN ORDERING ITEMS THAT WILL SHIP IN A LARGE BOX OR IN SEPARATE BOXES .... YOU WILL NEED AT LEAST ONE HEAT PACK PER BOX, MORE IF TEMPS ARE EXTREMELY COLD (below 30). 

 

THE BEST WAY TO GET YOUR INSECTS ALIVE AND TO PROTECT YOUR INVESTMENT IS 1. TO ADVISE US (in the shipping instructions) OF THE LOWS YOUR AREA, 2. TO ORDER ONE HEAT PACK PER BOX IN TEMPS BELOW 45 DEGREES/55 DEGREES FOR COLD INTOLERANT INSECTS SUCH AS CRICKETS, SMALL SUPERS/ROACHES (more than one heat pack per box in temps below 30), 3. TO REQUEST A HOLD FOR PICKUP, AND 4. TO AUTHORIZE US TO ADD ADDITIONAL HEAT PACKS IF NECESSARY.

 

 

Mulberry Farms is dedicated to providing you quality product and customer service above the industry standard.  Please be sure and read over our entire guarantee policy below before ordering with us for the first time, or if our policies have been revised since you last ordered.  While they may seem lengthy, these policies are in place to protect your investment in your order and we have tried to cover every scenario we can think of to help ensure your feeders arrive in good and usable condition (so your pets can enjoy them!) and that your expectations are met!  It is our goal that every order be a satisafactory experience; unfortunately there may times that due to circumstances out of our control problems may occur during shipping, or occasionally we may even make a mistake during preparation of your order.  If for ANY reason you have a problem with your order please let us know immediately so we can take care of you!  Please be sure and email us at admin@mulberryfarms.com should you ever have any questions or concerns about an order.  Thank you for your business!

 

NOTE THAT BY PLACING AN ORDER WITH US YOU ACKNOWLEDGE YOU ARE 18 YEARS OF AGE OR OLDER, YOU HAVE THE AUTHORITY TO MAKE YOUR PURCHASE, AND YOU AGREE TO OUR GUARANTEE, SHIPPING AND REPLACEMENT POLICIES CONTAINED ON THIS PAGE -- BE SURE AND READ THIS ENTIRE PAGE BEFORE YOU ORDER FOR THE FIRST TIME OR IF OUR POLICIES HAVE BEEN REVISED SINCE YOU LAST ORDERED!

 

 

LIVE GUARANTEE/SUMMER & WINTER SHIPPING POLICIES


"LIVE DELIVERY GUARANTEE" is valid ONLY IF someone is at the delivery location to accept the package directly from the carrier AT THE TIME OF DELIVERY (unless delivered to a P.O. Box or held for pickup at customer's local post office or nearby staffed FedEx/UPS center).  (Packages unattended for any reason, even for a brief period of time, are vulnerable to ants, weather, theft, etc.)

YOU MUST ADVISE US* if temperatures in your area are above 80 (highs) or below 40 (lows) degrees; otherwise we DO NOT GUARANTEE LIVE DELIVERY

 

*IMPORTANT!!! WE ARE NO LONGER INDEPENDENTLY VERIFYING TEMPERATURES BEFORE SHIPPING AS WE HAVE DONE IN THE PAST!!! It is the CUSTOMER'S RESPONSIBILITY to check forecasted temperatures in your area during the week of shipping (see our Shipping Schedule) and to advise us if temps are expected above 80 (highs) or below 40 (lows) and request a HOLD FOR PICKUP in the shipping instructions when ordering. Otherwise OUR LIVE GUARANTEE IS VOID!
 

HOLD FOR PICKUP service is required for our live guarantee in temperatures over 80 (highs) and below 40 (lows) degrees. If you advise us of highs over 80 and lows below 40 in the shipping instructions when ordering we will have your package held at the nearby Fed Ex/UPS staffed hub (if 10 mi. or less to your shipping address) or your local Post Office, using YOUR EMAIL ADDRESS or the SHIP TO PHONE NUMBER you provide in your order as a contact.* IF HIGHS ARE ABOVE 80 AND LOWS ARE BELOW 40 AND YOUR PACKAGE IS NOT HELD FOR PICKUP OUR GUARANTEE IS VOID. Package is deemed "delivered" when it reaches the post office/hub and must be timely picked up (same day).  There is NO refund, credit or replacement available for packages that are not timely picked up or that are unclaimed/returned/destroyed.

 

*We MAY at our discretion automatically have your package held if highs are above 80 or lows are below 40 degrees, but we are not obligated to check or verify temperatures in your area and if you do not advise us of the need for a temp hold and do not request a temp hold and your package is not held OUR GUARANTEE IS VOID.  IT IS THE CUSTOMER'S RESPONSIBILITY TO ADVISE US OF HIGHS OVER 8O AND LOWS BELOW 40. (Note Re Crickets: For Cricket orders, small supers/roaches, the low temp threshold is 55 degrees as esp. smaller crickets, small supers/roaches are extremely cold intolerant.)

 

**RE "HOLD FOR PICKUP" ORDERS ... IN CASE YOU DO NOT RECEIVE THE EMAIL OR PHONE CALL WHEN YOUR PACKAGE ARRIVES, DO NOT WAIT TO HEAR FROM THE CARRIER THAT YOUR PACKAGE IS AVAILABLE FOR PICKUP!  PLEASE BE SURE TO FOLLOW YOUR ONLINE TRACKING AND CONTACT YOUR POST OFFICE / OTHER CARRIER WITH THE SHIPMENT ID NUMBER BEGINNING THE MORNING OF THE DAY YOUR SHIPMENT IS DUE TO ARRIVE SO YOU CAN TIMELY PICK UP YOUR PACKAGE!**
 

 

WINTER SHIP/HEAT PACKS: BE SURE TO NOTIFY US IF "LOW" TEMPS IN YOUR AREA ARE BELOW 40 DEGREES AND REQUEST A HOLD FOR PICKUP DURING CHECKOUT; OTHERWISE OUR GUARANTEE IS VOID. IF "LOW" TEMPS IN YOUR AREA ARE BELOW 45 DEGREES (55 DEGREES FOR CRICKETS) BE SURE TO ORDER A HEAT PACK; OTHERWISE OUR GUARANTEE IS VOID Depending on the order/product/temps, we may require you to purchase one or more heat packs @ $1.99 ea (plus any added shipping) to guarantee live delivery. If you have a large order, your order requires more than one box, or temps are below 30 be sure and order MULTIPLE heat packs to ensure live delivery! IF YOU DO NOT PURCHASE NECESSARY HEAT PACK(s) AND YOU DO NOT HAVE HELD IN LOW TEMPS OUR GUARANTEE IS VOID!!!

 

WINTER SHIPPING & CRICKETS:

CRICKETS/SUPERS/ROACHES (esp. smaller sizes) ARE HIGHLY SUSCEPTIBLE TO COLD!!!  BE SURE TO ORDER A HEAT PACK AND REQUEST A HOLD FOR PICKUP IN THE SHIPPING INSTRUCTIONS WHEN ORDERING CRICKETS (esp. smaller sizes, as well as small supers/roaches) IF **LOWS** IN YOUR AREA ARE PROJECTED TO BE UNDER 55 DEGREES DURING THE WEEK OF SHIPMENT OR YOUR GUARANTEE WILL BE VOID!!

 

SUMMER SHIP/COLD PACKS:  BE SURE TO NOTIFY US IF "HIGH" TEMPS ARE ABOVE 80 DEGREES AND REQUEST A HOLD FOR PICKUP IN THE SHPPING INSTRUCTIONS; OTHERWISE OUR GUARANTEE IS VOID.  Because of how quickly they melt, cold packs are not available for any shipments other than egg orders shipped in styrofoam box.  The only method to ensure live delivery in very warm weather is through HOLD FOR PICKUP service.


LIMITATIONS FOR EXTREME HEAT/COLD & USPS SHIPPING DELAYS:

 

(1) WE CANNOT OFFER OUR FULL GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS OVER 90 DEGREES (EVEN IF HELD FOR PICKUP). 

(2) WE CANNOT OFFER OUR FULL GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS UNDER 20 DEGREES (EVEN IF HELD FOR PICKUP). 

(3) WE CANNOT FULLY GUARANTEE USPS 1ST CLASS/PRIORITY MAIL PACKAGES (A) THAT ARE MORE THAN TWO DAYS IN TRANSIT (this includes delays in transit, misrouted packages and packages deemed "lost in the mail"*), OR (B) WHERE THE POST OFFICE DISREGARDS OUR "HOLD FOR PICKUP" REQUEST.

[Even if your package falls under the above guarantee exceptions, we will still try and work with you (e.g., at our discretion we may offer a discounted replacement shipment), so please be sure and let us know RIGHT AWAY if you have trouble with your order.]

*USPS priority mail packages are deemed "lost" if not received within 7 shipping days.  (We may, at our discretion, require customer to contribute to a discounted replacement shipment for a "lost" order.)

 

EXPLANATION OF USPS "PRIORITY MAIL" TIMES IN TRANSIT/GUARANTEE:

 

•USPS "PRIORITY MAIL" IS AN "AVERAGE" OF 2-3 DAYS, BUT CAN TAKE LONGER AND HAS NO GUARANTEED DATE OF ARRIVAL/TIME IN TRANSIT.  THIS IS THE LEAST DESIRABLE METHOD FOR SHIPPING LIVE INSECTS BUT IS OFTEN THE MOST COST EFFECTIVE.  WHILE WE OFFER THIS OPTION TO OUR CUSTOMERS AS A COST SAVINGS ALTERNATIVE, PRIORITY MAIL PACKAGES DO NOT CARRY THE SAME GUARANTEE AS OTHER SHIPPING METHODS (SEE ABOVE PRIORITY MAIL GUARANTEE LIMITATIONS).

 


REPLACEMENTS


WE MUST BE NOTIFIED WITHIN ONE HOUR AFTER DELIVERY of your package of any dead arrivals or delivery problems (otherwise, our guarantee is void).  NOTE THAT for purposes of date and time of delivery we recognize the CARRIER status information.


In the event of a loss, as long as customer followed the criteria stated in our shipping policy, Mulberry Farms will reship your order free of product charge (but may require customer to pay some of the cost of reshipping).** Or, if customer prefers, Mulberry Farms can include the replacement product (plus extra free product) with your next order - if you mention it in the "shipping instructions" section (during checkout) when ordering.***
 

Note: A photograph (and/or video) of the dead or damaged product is required in order to obtain a replacement so please do not throw away any product you have a complaint about before taking a picture/video and talking with us; otherwise, our guarantee is void!!!! 

If there is a problem with your that occurs beyond the ONE HOUR live guarantee period, please do let us know, and we will see what we can do to accommodate you - we stand behind our products and do our best to do right by every customer!  

**Replacement packages are shipped priority mail (unless customer wishes to purchase a shipping upgrade) and replacements do not fall under our usual guarantee -- in other words, no replacement guarantee for replacements is available, we ship one replacement package per order, per our guarantee, tho we may at our discretion still work with you if you have an issue with your replacement package, so do please let us know if you have a problem with your replacement.

***To receive your free replacements with your next order, your next order must be placed within six months from the original order date.



WE DO NOT GUARANTEE PACKAGES THAT ARE "REFUSED" FOR ANY REASON and no refund/credit is available for any "refused" package.  (Note: This includes any packages that are not timely picked up at the fedex/ups hub or post office, such packages are deemed "delivered" upon their arrival at the hub/post office, and customer specifically agrees to timely pick up any packages held at the hub/post office.)

Treatment of "Damaged" or "Questionable" Packages:  If you have a concern about the condition of any package, in order for your package to be covered under our guarantee, you must first accept the package, open it up to make sure whatever is in the package is not still alive/usable, and then contact us right away.  (Note: If the box is damaged, contents are broken, insects are dead, smelly, escaping, etc., please put the box inside a garbage bag if necessary and do not throw the box or contents away before taking pictures and/or video that clearly show the damaged/dead packaging/product).   Thank you.

 

WE DO NOT GUARANTEE PACKAGES THAT ARE "UNDELIVERABLE" as addressed, unless it is due to our error.  "Undeliverable" packages are not covered by our guarantee, as long as we ship to the address provided by customer.  When a customer provides an "undeliverable" or "incomplete" address we may reship a discounted order at our discretion.

 

 

 

NO CHARGE BACKS/NO CASH REFUNDS: No charge backs and no cash refunds are available; we offer replacement product only for unsatisfactory orders in accordance with our shipping policies. 
 

NO RETURNS: No returns can be accepted due to the perishable nature of our products.


No live insects can be shipped to Hawaii without a permit.

 

PUERTO RICO CUSTOMERS: We cannot fully guarantee live delivery on shipments to Puerto Rico; however, do please let us know immediately upon delivery if you have a problem with your order and at our discretion we may work with you on a discounted replacement.

 

 

 

BELOW ARE THE "TERMS & CONDITIONS" EACH CUSTOMER ACKNOWLEDGES AND AGREES TO WHEN PLACING YOUR ORDER WITH MULBERRY FARMS:

***GUARANTEE POLICIES REVISED 11/17/14 - BE SURE AND READ OUR ENTIRE GUARANTEE PAGE BEFORE ORDERING WITH US FOR THE FIRST TIME OR IF OUR GUARANTEE PAGE HAS BEEN REVISED SINCE YOUR LAST ORDER!!  WE ARE OBLIGATED TO FOLLOW OUR STATED GUARANTEE POLICY AND EXPECT OUR CUSTOMERS TO DO SO AS WELL!!***
BY PLACING YOUR ORDER YOU CONFIRM YOU ARE 18 YEARS OF AGE OR OLDER, YOU ARE AUTHORIZED TO MAKE THIS PURCHASE, YOU HAVE READ AND AGREE TO THE ENTIRE MULBERRY FARMS GUARANTEE POLICIES (REV. 11/17/14) AS STATED ON OUR WEBSITE.

 

BELOW ARE THE ADDITIONAL RESPONSES REQUIRED BY CUSTOMERS WHEN PLACING AN ORDER WITH MULBERRY FARMS:

SELECT ONE OF THE FOLLOWING:
□ HOLD FOR PICKUP (Yes I want your live guarantee, as provided by your website shipping/guarantee policies, terms & conditions)
□ DO NOT HOLD (I understand this may waive or limit your live guarantee under certain conditions/temps, as provided by your website shipping/guarantee policies, terms and conditions)

SELECT ONE OF THE FOLLOWING:
□ YES, as one or more heat packs may be required in certain temps to receive your live guarantee (as provided by your website shipping/guarantee policies, terms and conditions) I authorize addition of required heat packs at $1.99 ea., and any added shipping
□ NO, I do not want any heat packs (I understand this may waive or limit your live guarantee under certain conditions/temps, as provided by your website shipping/guarantee policies, terms and conditions)

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