We guarantee that your roaches will arrive to you alive. In the event of DOA, you must contact us within 4 hours of delivery. We reserve the right to require photo proof and/or the return of the dead stock before issuing a refund or replacement order. If the order is being delivered directly to a residence someone must be available to receive the shipment within the listed time frame, or live arrival guarantee is void. During the cold winter or hot summer months we reserve the right to have orders “held for pickup” at your local post office, to ensure that the bugs make it there safely. We provide hot packs at no additional cost to the customer when needed.