When does my order ship?

Our cutoff for orders to go out during the week is Sunday. All orders go out Monday through Wednesday, so if you placed your order Monday onwards, it doesn’t ship out till the following week.

Shipping is always “2-day” but that is only to ensure your jumper’s safety! By keeping it in transit for a short period of time that ensures that is more likely to arrive safely.

Occasionally we are able to get out some orders after the cutoff, but we are a small business and often maxed out on how many orders we can manage!

Why does my order say pending? Where is my tracking number?

All orders will say “pending” until we’ve created a shipping label. Most labels are created the night before, or the day of, when your order goes out. After they’re dropped off I mark the order as fulfilled which sends out an automated email with your tracking number. I usually get to that by the end of business day/early evening (PST).

I'd like to cancel my order...

We have a $10 cancellation charge for all canceled orders. We are happy to refund anyone’s order for any reason but I’m afraid, as a small business, we incur processing fees that do not get refunded when we cancel an order for you.

Why do you only ship Monday through Wednesday?

It’s very important to not ship near a weekend, for the jumpers safety. The package can often get held up over the weekend and a 2-day trip suddenly becomes 4 or more days.

Why haven't I gotten an email?

I usually respond to your emails within minutes to a few hours. While I frequently respond to emails at all hours of the day and night, please understand that it’s more likely I’ll be able to respond during business hours (PST).

If you haven’t received an order confirmation, please check your spam! Those are automated and I’m afraid I don’t have much control over them once they’ve gone out. If you still don’t see it, just check with me and I’ll happily confirm your order was placed and can have it re-sent to you.

How do you ship your jumping spiders?

We carefully pack and ship all orders with the safety of the jumper as our top priority.

All jumpers go out in an uncrushable ventilated plastic jar (not a cheap, flimsy deli cup) with food and moisture to get them safely to their destination.

Both jumpers and items are shipped together, packed securely and well padded so they won’t shift or jostle during their trip.

What about the heat/cold?

I check the temperatures/weather of every order’s destination, all year round, for their safe arrival. If the temps are less than ideal I will get in touch to ensure it can be immediately retrieved. If the temps are too extreme, it may have to go via FedEx to one of their climate-controlled hubs for you to pick up.

What if my spider dies in transit?

We do have a D.O.A. policy. In the rare occasion your jumper doesn’t make it, another will be sent for the cost of shipping. Please email proof (photo/video) within 1 hour of delivery, along with your order number, to info@itsybitsyfriends.com.

I want to change something in my order or add items...

It’s no problem for us to make changes or add to your order in any way you like, with no additional postage costs. Just send us an email and we’ll handle it promptly. If you’re adding additional items, we send an easy to use invoice for you to quickly check out. Additional postage cost will only be incurred if you add several full kits to an order.

I'm moving / out of town / my address changed, etc…

We are happy to hold your order, change your address, or ship to a different address. We often accommodate, whatever the circumstance. Just let us know!

Do you ship to my state?

We ship safely throughout the lower 48 states, through most of the year.

Do you ship outside the US?

No , I’m afraid we don’t as it’s just not adequately safe and often not allowed. Not to mention shipping safely, within 1-3 days, to other countries is prohibitively expensive!

Don’t see your answer here, or want me to clarify something? Don’t hesitate to email! info@itsybitsyfriends.com