FAQ's
Find answers to common questions about our products, orders, shipping, and returns. If you need further assistance, feel free to contact our customer support team.
Product Information
Our goal is to provide accurate and transparent information to help you make informed decisions.
1. Shipping & Delivery
Caterpillar Kits:
• Live caterpillars are shipped separately from other items to ensure safe arrival.
• Orders typically ship Monday–Wednesday to prevent delays over the weekend.
• Shipping is only available within the continental U.S. due to live insect regulations.
• Delivery Time: Kits usually arrive within 5–7 business days after processing.
Butterfly Release Packages:
• Live butterflies are shipped overnight to ensure they arrive safely.
• Orders must be placed at least two weeks in advance for event deliveries.
• Butterflies should be released on the same day they arrive for the best experience.
• Shipping is only available within the continental U.S.
General Shipping Information:
• Customers will receive a tracking number once the order has shipped.
• We are not responsible for delays caused by weather, holidays, or carrier issues.
• It is the customer’s responsibility to provide a correct shipping address.
2. Refunds & Replacements
Understand our return and exchange policies, including eligibility criteria, return process, refund timelines, and how to initiate a return or exchange. Your satisfaction is our priority.
Caterpillar Kits:
• If caterpillars arrive damaged or non-living, we offer a free replacement within 48 hours of delivery.
• We do not offer refunds if caterpillars perish due to improper care.
Butterfly Release Packages:
• Due to the live nature of the butterflies, we do not offer refunds.
• If butterflies arrive deceased due to shipping issues, we may offer a partial refund or store credit upon receiving clear photos.
• We are not responsible for butterflies perishing due to improper handling or delayed releases.
Non-Live Products:
• Accessories like habitat enclosures and seed packets can be returned within 14 days if unused and in original packaging.
• Customers are responsible for return shipping costs.
3. Cancellations & Order Changes
• Caterpillar Kit Orders: Cancellations must be made within 24 hours of purchase.
• Butterfly Release Orders: Cancellations must be made at least 7 days before the scheduled shipping date.
• Once an order has shipped, it cannot be canceled or changed.
4. Care & Responsibility Disclaimer
• Blackborg is not responsible for caterpillars or butterflies that perish due to neglect, improper care, or unsuitable release conditions.
• Customers are responsible for following the included care instructions to ensure the best results.
• Butterflies should be released in a safe, pesticide-free environment where they can thrive naturally.
Frequently Asked Questions (FAQ)
1. How are live caterpillars shipped?
Live caterpillars are shipped in a secure container with enough food to sustain them until they form their chrysalises. Your caterpillars will arrive separately from accessories or habitats to ensure their safety.
2. When should I order a butterfly release package for my event?
We recommend placing your order at least two weeks in advance to ensure availability. Butterflies are shipped overnight and should be released the same day they arrive.
3. What happens if my caterpillars don’t survive?
If your caterpillars arrive dead or damaged, contact us within 48 hours with photos, and we will send a free replacement. However, we cannot replace caterpillars that perish due to lack of proper care.
4. Can I release butterflies in any location?
Butterflies should only be released in pesticide-free outdoor areas where they can find food and shelter. Releases should not occur in indoor spaces or places where butterflies may not survive.
5. Do I need to be home to receive my order?
For live caterpillars, no signature is required, and they can be left in your mailbox. However, for butterfly release packages, we strongly recommend someone be available to receive the package as butterflies should be released immediately upon arrival.
6. Can I buy caterpillar kits as a gift?
Yes! Our kits make great gifts. However, we recommend making sure the recipient is prepared to care for the caterpillars upon arrival.
7. What if my butterflies arrive deceased?
If any butterflies arrive dead, please take clear photos immediately and contact us. We may offer a partial refund or store credit, depending on the situation.
8. Can I order butterflies in winter?
Live butterflies require warm temperatures to survive. We do not ship butterflies during extreme cold weather or winter months in certain regions. If temperatures are too low, we may need to reschedule your shipment.
9. Do you ship internationally?
No, we only ship within the continental United States due to live insect import/export restrictions.