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Shipping & Guarantee

MULBERRY FARMS SHIPPING/GUARANTEE POLICIES (REV. 10/14)

 

 

IN VERY COLD (40 OR UNDER) OR HOT WEATHER (80 OR ABOVE) WE MAY AT OUR DISCRETION REQUIRE THAT YOUR PACKAGE BE HELD AT CLOSEST FEDEX/UPS LOCATION (10 MI. OR LESS) OR YOUR POST OFFICE TO ENSURE LIVE DELIVERY AND PROVIDE OUR GUARANTEE ... PLEASE CHECK OUR SHIPPING SCHEDULE AND WEATHER IN YOUR AREA DURING SCHEDULED SHIPMENT AND REMEMBER TO LET US KNOW IF IT IS BELOW 40 DEGREES OR ABOVE 80 DEGREES WHERE YOUR PACKAGE IS BEING DELIVERED; OTHERWISE OUR LIVE GUARANTEE IS VOID! THANK YOU!

NOTE IMPORTANT CHANGES RE OUR LIVE GUARANTEE:
(1) WE NO LONGER OFFER OUR FULL GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS OVER 90 DEGREES (EVEN IF HELD FOR PICKUP). 
(2) WE NO LONGER 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 & CALL" 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).

 

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 PAGE BEFORE YOU ORDER!


 

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 temperature in your area is above 80 or below 40 degrees; otherwise we DO NOT GUARANTEE LIVE DELIVERY!

HOLD & CALL service may be required for our guarantee in temperatures over 80 and below 40 degrees. We may at our discretion 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 the SHIP TO phone number you provide in your order as a contact number. Package is deemed "delivered" when it reaches the post office/hub and must be timely picked up (same day) or guarantee is void.  There is NO refund, credit or replacement available for packages that are not timely picked up or that are unclaimed/returned/destroyed.


WINTER SHIP/HEAT PACKS:  Depending on product/temps, we may require you to purchase heat pack(s) to guarantee live delivery. 


SUMMER SHIP/COLD PACKS:  Because of how quickly they melt, cold packs are not available for any shipments other than egg orders shipped in styrofoam box.  The only way to ensure live delivery in very warm weather is through Hold & Call delivery. [NOTE: IF TEMPERATURES ARE OVER 90 DEGREES we are no longer offering our full guarantee, even if held for pickup.  We may still offer a partial guarantee if we are contacted immediately of a problem.]


WHEN EXPECTING AN ORDER FROM US, PLEASE (1) BE SURE TO CHECK YOUR EMAIL FREQUENTLY FOR IMPORTANT UPDATES OR QUESTIONS WE MAY HAVE RE YOUR ORDER; AND (2) BE SURE TO PROVIDE A VALID "SHIP TO" PHONE NUMBER WHERE YOU CAN BE REACHED DURING THE DAY.  IF WE HAVE A QUESTION ABOUT YOUR ORDER, YOUR PACKAGE MAY BE DELAYED UNTIL WE CAN REACH YOU.

 

ADDITIONAL SHIPPING CHARGES: Every once in a while, Fedex dimensional weight charges and/or fuel surcharges applied by Fedex for delivery to certain (generally rural) areas may cause a higher cost than the site collects for a package.  If this happens, UP TO $3.50 "MAY" BE CHARGED TO YOUR CREDIT CARD for such additional FedEx shipping charges. 
 


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 USPS 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.

 

NOTE IMPORTANT CHANGES RE OUR LIVE GUARANTEE:
(1) WE NO LONGER OFFER OUR FULL GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS OVER 90 DEGREES (EVEN IF HELD FOR PICKUP). 
(2) WE NO LONGER 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 & CALL" 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 if you have trouble with your order.]

 

 

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.

 

SHIPPING SCHEDULE -- UPDATED 10/14!!

PLEASE REFER TO SHIPPING SCHEDULE BELOW FOR SCHEDULED SHIP DATE OF YOUR ORDER:

Our regular shipping days are Mondays, Tuesdays and Wednesdays.  On Thursdays we ship OVERNIGHT DELIVERY ORDERS ONLY (via UPS Ground to Southern California OR via FEDEX Overnight) IF received by 11:00 AM (Pacific time) Thursday, unless a special request is made to have the order held for the following Monday ship.  (Note: We may also ship some orders NOT containing LIVE INSECTS on Thursdays, at our discretion.)

*Orders placed from 11:01 AM (Pacific time) Wednesday up to 12:00 AM (Pacific time) Monday will be shipped Monday. NOTE NEW EXCEPTION: FEDEX Overnight Orders Placed by 10:00 AM Monday will now ship Monday.

*Orders placed from 12:01 AM (Pacific time) Monday up to 12:00 AM (Pacific time) Tuesday will be shipped Tuesday. NOTE NEW EXCEPTION: FEDEX Overnight Orders Placed by 10:00 AM Tuesday will ship Tuesday.

*Orders placed from 12:01 AM (Pacific time) Tuesday up to 11:00 AM (Pacific time) Wednesday will be shipped Wednesday.

*Orders (other than overnight delivery orders received by 11:00 AM Thursday) containing live insects that are placed after 11:00 AM (Pacific time) Wednesday will be shipped the following Monday. Non live orders shipping via USPS that are placed after 11:00 AM (Pacific time) Wednesday will also ship the following Monday, unless we receive an email at admin@mulberryfarms.com requesting a late week ship.  (NOTE: Overnight (UPS to So. California or FEDEX) orders received after 11:00 AM (Pacific time) Wed. up to 11:00 AM (Pacific time) Thurs. will ship on Thurs. unless a comment is placed in the instructions to hold off shipping until the following Monday.)

 


PLEASE NOTE: Occasionally we are so inundated with orders (especially so on Mondays or Tuesdays following a Monday postal holiday) that we may be unable to get some USPS Priority Mail orders out, in which case they will be shipped first thing the following morning.

Currently we are offering UPS Ground Delivery for LIVE orders to California only.  STATE OF CA RESIDENTS: Please Note that we may at our discretion change the shipping method of an order from USPS Priority Mail or FEDEX Next Day or 2nd Day Air to UPS Ground - within the State of CA only - IF we feel the package will either arrive in a more timely manner or in better condition (in the case of USPS Priority Mail, slightly higher shipping charges may be applied) or arrive in a more cost-effective manner but still within the desired delivery time (in the case of FEDEX Next Day or 2nd Day packages - at Mulberry Farms' discretion, FEDEX Next Day and 2nd Day Air packages changed to UPS Ground service will either be credited OR given extra product to make up the difference in shipping costs.) If you do NOT want us to change your shipping method if we feel your package can be delivered in a more timely or cost-effective manner, please note this in the "SHIPPING INSTRUCTIONS" section of your order form (during checkout). Thank you.
 

PLEASE NOTE:

FEDEX AND UPS DO NOT DELIVER TO P.O. BOXES.  There is no Saturday delivery with FEDEX or UPS, and weekends - as well as FEDEX/UPS shipping holidays - do not count as delivery days (when calculating order arrival date).

U.S. Postal Service (USPS Priority Mail) DOES deliver on Saturdays.  Also NOTE THAT USPS Priority Mail delivery time is an ESTIMATE ONLY as given by the Post Office -- there is NO date or time of delivery guarantee and no guaranteed time in transit with USPS Priority Mail, as well as very limited  package "tracking".   Due to delayed transit times and other reliability issues, we highly recommend FedEx (or UPS w/i CA) over Priority Mail, and limit our guarantee on Priority Mail shipments.

A FEDEX or UPS tracking number or USPS Priority Mail Delivery Confirmation notice (whichever is applicable) is auto-generated by e-mail when your order is shipped (this is in addition to the auto generated "shipped/completed" email you will receive from our store when your order is marked completed on our end").  Please be sure to include a valid e-mail address with your order and make certain any e-mail spam filter is set to allow e-mail from mulberryshipping@sbcglobal.net, fedex.com, and ups.com, as well as admin@mulberryfarms.com, to ensure that you are able to receive your shipment notification and any tracking information, as well as other important order status updates.  Remember to check your email often!

 

ORDERS OUTSIDE THE USA

(Foreign Orders)

YES, WE SHIP WORLDWIDE (SILKWORM EGGS, SILKWORM CHOW, AND NON-LIVING SILKWORM COCOONS ONLY, MINIMUM PRODUCT ORDER OF $200, PLUS SHIPPING)!
Mulberry Farms offers silkworm eggs, silkworm chow and non-living silkworm cocoons ONLY for worldwide delivery. There is a minimum product order of $200 (plus shipping) and website sale pricing may not apply. Payment for INT'L orders must be made by bank wire transfer (sorry, no credit card or paypal payments for INT'L orders) and shipping is via USPS Priority Mail International. It is solely the Buyer's responsibility to look into any paperwork/permitting required for their country/location.  For more information about pricing and shipping costs to your specific location, please contact us via email at admin@mulberryfarms.com. We look forward to serving you!

 

 

IN ADDITION TO ABOVE, FOLLOWING ARE THE "TERMS & CONDITIONS" CUSTOMER ACKNOWLEDGES ARE AGREED TO WHEN PLACING YOUR ORDER WITH MULBERRY FARMS:

 

 

**IMPORTANT INFORMATION RE YOUR ORDER AND OUR GUARANTEE**

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 SHIPPING & GUARANTEE POLICIES PAGE (REV. 10/14) AS STATED ON OUR WEBSITE.  NOTE RE SUMMER/WINTER SHIPPING: IT IS THE CUSTOMER'S RESPONSIBILITY TO TELL US IF IT IS 80 DEGREES OR OVER OR 40 DEGREES OR BELOW IN YOUR AREA OR OUR LIVE GUARANTEE IS VOID.  IF WE DETERMINE INDEPENDENTLY THRU A WEATHER SERVICE THAT IT IS EXPECTED TO BE 80 DEGREES OR OVER OR 40 DEGREES OR UNDER IN YOUR AREA, UNLESS YOU INSTRUCT US OTHERWISE, WE **MAY** AT OUR DISCRETION SHIP YOUR PACKAGE TO BE HELD AT THE NEAREST FEDEX/UPS HUB (IF 10 MI. OR LESS TO YOUR SHIP TO ADDRESS) OR REQUEST YOUR PACKAGE BE HELD AT YOUR LOCAL POST OFFICE.  IF YOU DO NOT WANT YOUR PACKAGE HELD DUE TO  TEMPS PUT "DO NOT HOLD" IN THE SHIPPING INSTRUCTIONS SECTION WHEN ORDERING - BY DOING SO YOU UNDERSTAND THIS VOIDS YOUR GUARANTEE.  (PLEASE NOTE THAT WE ARE NOT OBLIGATED TO INDEPENDENTLY VERIFY TEMPERATURES; IT IS THE CUSTOMER'S RESPONSIBILITY TO LET US KNOW IF THE TEMPERATURE IS 80 DEGREES OR OVER OR 40 DEGREES OR BELOW; OTHERWISE OUR LIVE GUARANTEE IS VOID.)  ALSO PLEASE NOTE THAT IF IT IS 40 DEGREES OR BELOW AND YOU DO NOT ORDER A HEAT PACK YOUR GUARANTEE IS VOID REGARDLESS OF WHETHER OR NOT YOUR PACKAGE IS HELD. (COLD PACKS/HEAT PACKS: COLD PACKS ONLY WORK FOR OVERNIGHT ORDERS THAT CAN FIT IN A 7X7X6 SYTRO BOX (I.E. "REFRIGERATED" EGGS SHIPPED OVERNIGHT); HEAT PACKS WILL GIVE OFF WARMTH 2-3 DAYS.) THIS POLICY HAS BEEN EFFECTED IN AN EFFORT TO GET YOUR PACKAGE TO YOU IN THE BEST POSSIBLE SHAPE.  THANK YOU.

NO CHARGE BACKS/NO CASH REFUNDS: By placing your order you acknowledge and agree that no charge backs and no cash refunds are available; we offer replacement product only for unsatisfactory orders in accordance with our stated shipping policies.

Due to the nature of our products, NO RETURNS ARE AVAILABLE.
 

NOTE IMPORTANT CHANGES RE OUR LIVE GUARANTEE:
(1) WE NO LONGER OFFER OUR FULL GUARANTEE ON PACKAGES WHEN THE TEMPERATURE IS OVER 90 DEGREES (EVEN IF HELD FOR PICKUP). 
(2) WE NO LONGER 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 & CALL" 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 if you have trouble with your order.]

 

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.
 

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